common Q + A header

common Q + A

Do you sell direct to consumers?
Unfortunately, we do not sell direct to pet parents. With the exception of replacement parts, we do not sell to the public.
Where do you sell your products?
We sell through leading retailers such as PetSmart, Petco, Target, Wal-Mart, Lowes and Tractor Supply, but many pet stores, grocery stores, hardware stores and drug stores across the country carry our products. Check online for retail locations closest to you.
Do you sell products on your website?
No, we do not. However, there are several online stores that you can purchase our products from, including: www.amazon.com, www.drsfostersmith.com, www.petsmart.com, www.petco.com, www.petguys.com, www.creativepet.com, www.dogtoys.com, www.strictlypetsupplies.com, www.thatpetplace.com.
Do you give out coupons?
Because we do not sell to the public, we do not have coupons available.
What if I have a defective product?
You can email customer service through the Contact Us page on this web site or send your information to Petmate, P.O. Box 1246, Arlington, TX 76004-1246.
I have a broken part. What can you do about it?
We have replacement parts available for sale on our Web site for many of our products. Please refer to the Replacement Parts section to see if the part you need is available for sale. For further questions, please email us through the Contact Us page of this web site.
Can I get replacement parts for my kennel?
Doors and hardware sets/latches are available as replacement parts. Hulls (floor, ceiling, walls) and vents are not. See the current Replacement Parts section of our web site for part numbers and pricing. Broken hull and vents covered under warranty will be replaced with a complete new kennel. Please email us with your concerns through the Contact Us page on this web site.
My dog ate through the door. How much is a new one?
Please refer to the current Replacement Parts section of our web site.
I just bought a kennel and it is missing the hardware and the gate.
Please email us through the Contact Us page on this web site or send your information to Petmate, P.O. Box 1246, Arlington, TX 76004-1246.
Is my kennel Airline Approved?
There are two governing bodies that regulate air travel for pets. The U.S. Department of Agriculture (USDA) sets the regulations for all domestic air travel and the International Air Transport Association regulates international travel. Almost all Petmate plastic kennels meet USDA regulations. IATA regulations are similar to USDA’s but also require rear ventilation and only selected Petmate kennels meet this regulation. Airlines transport animals in the cargo compartment of the plane, but some airlines allow passengers to transport small animals in the cabin as carry-on luggage. It is best to check with your airline as soon as you know you will be transporting a pet. Consider the weather if the pet will be in the cargo compartment.
What kennel should I buy for airline travel?
When your pet is traveling in the cargo hold of a plane, it is required that your pet’s kennel comply with USDA and IATA regulations. We recommend our Vari Kennel and Kennel Cab lines of kennels for travel since they meet all the requirements. It is best to check with your airline as soon as you know you will be transporting a pet for their specific rules and requirements on pet travel. They may require food and water and an absorbent floor lining in the kennel. Petmate has Airline Travel Kits available for this purpose. Also consider the weather for temperature extremes if the pet will be in the cargo compartment.
What kennel should I use if my pet is traveling up in the passenger cabin?
Airlines have the final word on the number of pets that can travel at one time in the passenger cabin and they also dictate the type of kennel used. Typically they have to be in a carrier that fits under the seat, in which case the Petmate Cabin Kennels and the Travelers are perfect, as are the soft-side Pet Taxis and Kennel Cabs. However, for specific airline requirements, please contact the airline directly.
What is structural foam plastic?
Many of Petmate’s doghouses are made with structural foam plastic. Structural foam is a variation of traditional injection molded plastic. Instead of the finished item being solid plastic all the way through, it has tiny nitrogen bubbles trapped between two smooth walls. There are two benefits to this: (1) Structural foam offers a thicker, stronger wall than an injection molded part of the same weight and (2) The nitrogen bubbles provide added insulating properties keeping your pet warmer in the winter and cooler in the summer. Because this is a patented product, no other company can offer dog houses with these benefits. Take a look at the dog house section of our web site to see the different styles we offer.
What is the “R-factor” for your doghouses?
“R-factor” is a term used to describe how effective the insulation is in a structure. Typical human homes have an R-factor of 12. We do not quote an R-Factor on our doghouses because just looking at R-Factor could be very misleading. There are several important variables in keeping a doghouse warm and determining the coldest temperature at which the doghouse will be effective:Correct sizing: The dog’s body is what keeps the house warm. Too small a dog in too large a house will never get warm enough.

Door flaps: The doorway is effectively a huge hole in the house. Without a door, there is no way the house will retain warmth.

Setup: The doghouse should be oriented with the door facing away from the prevailing winds and in the sun for cold weather. (The opposite is true for warm weather.)

Ventilation: Adjustable ventilation should be open just enough to prevent condensation inside the house in cold weather.

Breed: Some dogs, especially the very short-haired breeds, just should not be outside during cold winters. Others, such as working sled dogs, may thrive outdoors in the cold.
Where is the expiration date on the Booda Bones®?
The date codes on Booda Bones® are a Julian date which is the born on date (year first and then day of the year – 08100 for instance is April 10th of 2008). Some dates on the Value Packs are located on the upper right hand side of the back side of the package. They are embossed – not printed. The shelf life is 2 years from that date. If there is no Julian date, you may see an actual expiration date on the value packs that says EXP 09/2011.
Do you make donations?
Due to the high volume of product donation requests received through electronic and regular mail, Petmate is unable to fairly select donation recipients without excluding equally deserving organizations and individuals. For this reason, Petmate only makes donations to the pet community through existing partnerships with Pilots N Paws and Pet Airways. To learn more about our partners and how Petmate supports their missions, please visit Petmate’s “Our Partners” page at www.petmate.com/about-petmate/our-partners.
May I apply for employment on your website?
We do not take applications online; however, for information on our current job openings, please visit the Career Info page in the About Us section of our web site. If you see a position that interests you, you can either call our human resources department in the Arlington office or email them at HR@petmate.com.
How can I become a distributor?
Please email us at distributorinfo@petmate.com for information on becoming a distributor.
Where are you located?
Our corporate office is located at 2300 E Randol Mill Rd, Arlington, Tx 76011.
What is your policy for submitting product inventions and ideas?
Petmate and its employees do not accept unsolicited product ideas or inventions, including suggested improvements, materials or processes for any of our products or product lines. Although product inventions and ideas are not accepted or considered, we do welcome and encourage feedback regarding existing products, so we may help ensure your complete satisfaction with the quality of all Petmate brands.