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General Pet Product Questions
How do I cancel my order?
We will gladly cancel your order if it has not yet shipped from our facility. Call our customer service department at 1-800-848-8421 or use the Contact Us Form. Once an order has shipped from our facility, we are not able to cancel an order.
What do I do if my product arrives damaged?
If you ordered a product that arrives damaged, please contact our customer service department to determine if we can assist by sending a replacement part or if the product will need to be returned to the original place of purchase. If there is a replacement part available, we will gladly send that replacement part to you at no charge. If there is not a replacement part available for the damaged portion of the product, unfortunately, the product will need to be returned to the retailer it was purchased from. Please contact the North States customer service department by using the Contact Us Form to determine if there is a replacement part available. Additional information will need to be provided.
Do you sell your products directly to the consumer?
Yes, we do sell select products directly to the consumer. You can view our available products on our website. Our products are also readily available through retail sources which will be noted on each item’s page.
How do I find a gate that suits my needs?
Our website has a tool that can be used to narrow the search results of our products, allowing you to find a product that suits your needs. At the top of any page of our website, locate and hover over either the Baby or Pet tab. From the drop-down menu, select the type of product you are looking for; Pet Gates, Pet Yards, etc. You can either continue to hover on the drop downs to further narrow your search results, or, simply scroll below the photo banner and click on the Show Filters icon. This filter will allow you to narrow your product selection based on different specifications such as location, material, width, mounting, etc. Any product that falls within the selected specifications will appear to the right side of the filter.
Where can I find the instruction manual for my gate?
Instruction manuals can be found on the product page of your product. The product page can be found by using the search feature at the top of any page of our website and searching with the 4-digit model number or name of the product. Additionally, instruction manuals are listed by model number on our Instruction Manuals page.
Where can I find the model number of my gate?
The model number will be listed directly on the gate’s warning label, as well as on the portion of the registration card that you keep for your records, and on the packaging. The instruction manual may have multiple model numbers listed as many models only vary in height or color. The best place to find your gate’s specific model number is on the label or registration card.
Can your gates be used outdoors?
Only our plastic gates and play yards are recommended for both indoor and outdoor use in temperatures 40°F and above. While these products may be used outdoors, they are not intended to remain outdoors when not in use. Our wood gates and metal gates should never be used outdoors. When exposed to outdoor elements such as frigid temperatures, rain, excessive heat or sun, wooden and metal products may weaken, become splintered, or rust. The manufacturer warranty protects against manufacturer defects and using one of our products not as intended will void that warranty.
How do I register my product?
US residents may register product(s) by completing the postage-paid registration card that was included with your product and dropping it in a USPS mailbox, or, you can register online on our Product Registration page.
How do I order replacement parts for my product?
Anything available for ordering as a replacement part can be ordered directly on this website. Click on the search icon located at the top of the page, then type the 4-digit model number into the search bar. The results will show only the parts available for that specific model, allowing you to simply add them to your cart. You may have to scroll down the page to see all the parts. If a specific part does not show in the results, that means it is not offered as a part that can be ordered or may be for a discontinued product.
You can also order replacement parts directly from the replacement parts drop-down menu, located on the product page of your model on the North States website.
What is your return policy?
If you purchased directly from the North States website, we will gladly accept your timely return of an unused product within 30 days of purchase for a product refund. Please call or email our customer service department to receive an RA# for your return. Only orders with an RA# will be accepted. Products purchased from other retail outlets must be returned to the original place of purchase. See our full Return Policy.
Can I special order a gate from you?
Special orders cannot be taken for our products.
Do your gates contain toxins or lead?
All of our products are tested for toxins and lead content, and all pass our rigorous testing and U.S. government standards for lead, VOCs, PVCs and other heavy metals content. The paint on our metal (steel) products is powder coated, which is similar to home appliance coatings. Our plastic gates are made of non-toxic polypropylene and pigments that contain no heavy metals (no lead), no Phthalates or PVCs and are BPA free.
Our wood gates are made from solid woods, such as poplar, maple, beach, ash or basswood, our natural wood gates are unfinished/untreated – however, some of the wood parts may have a light coating of non-toxic wax to assist in the sliding of the panels.
Do you have a warranty?
We guarantee that our products will be free from defects in materials and workmanship under normal use and service. This warranty does not apply to normal wear or damage from misuse, abuse, improper handling and storage, or alteration of the products and applies to products purchased from authorized North States retailers and to the original purchaser. It is non-transferable.
At our discretion, if such defects are discovered during the warranty period, we will repair (with replacement parts) or replace your product at no cost to you. Additional information is required to validate your warranty, including but not limited to an original receipt. North States reserves the right to substitute a similar product if the part or model has been discontinued.
Petyard Questions
(Models 8657, 8661, 8668, 8669, 8761, 8799, 8800, 8807)
Can I connect two Petyards together? What is the maximum number of panels that can be used with the Petyard?
It is not recommended to use more than 8 panels at one time. When more than 8 are used, the stability of the product will be compromised and it could collapse. Additionally, we only recommend using the 8-panel yard in the shape of a square or octagon. If you are using 6 panels, it is recommended to be set up only as a hexagon. The angles at each joint will provide stability to the enclosure.
Can I buy the panel with a pet door to add to my Petyard?
The pet door panel is available with our Petyard Passage models, as well as part of the Two-Panel Gray Small Door Extension. Our Petyard Plus play yard contains a large door panel for larger dogs and humans to utilize. Additionally, the 2-Panel Door Extension from our baby section is also compatible with our plastic Petyards, offering the large door option. The large door panel extension is offered in three different models:
- Colorplay Two-Panel Door Extension | Model 8651
- Two-Panel Ivory Door Extension | Model 8772
- Two-Panel Gray Door Extension | Model 8651
The door panel extension is only available in the above colors and can be used with our 4-panel and 6-panel plastic play yards. It should not be used with our 8-panel play yards as 8 is the maximum number of panels that can be used at once.
My plastic Petyard does not fold easily. How do I fold the plastic Petyard?
The Petyard is manufactured to be tight to give the yard added strength and stability. If the joints were not stiff, it could easily collapse when pressure is put on it, posing a safety hazard. Please note that the yard folds like an accordion. The panels can only be folded in one direction at the joint and if there is force put on it as it is being folded the wrong way, there is a risk of the plastic cracking. View our plastic play yard instructional video here.
Can I stretch the Petyard out into one long gate? Do you have something to attach it to an opening?
The six-panel classic Petyard can act as an extra-wide barrier with the use of a Petyard Wall Mount Kit. It’s the perfect solution for homes with open floor plans or large spaces that need blocking off. It will fit openings from 38 1/2 inches to over 16 feet wide. It is not recommended to use the wall mounts with more than 6 panels or with any panels that contain the U-shaped door panel.
What are the measurements of my Petyard?
- Each panel is 26 inches high and 32 inches wide.
- If your pet yard contains the small door panel, the swinging door is 9.5 x 8 inches.
- If your petyard contains the large door panel, the width of the swinging door is 23 inches wide.
- The space between panels is approximately 2 ¼ inches wide.
- Each diamond hole is approximately 1 ½ inches high and 1 ¼ inches across.
- The 4-panel square enclosure is 6.89 square feet and 2½ feet across (side to side).
- The 6-panel hexagon enclosure is 18.5 square feet and 5½ feet across (corner to corner).
- 18-panel octagon enclosure is 34.4 square feet and 6½ to 7 feet across (corner to corner).
Do you sell replacement panels for the Petyard?
Regular replacement panels can be ordered by using the search feature located at the top of any page and searching with the 4-digit model number or name of the product. All individual panels will be displayed allowing you to add to your cart accordingly. Alternately, you can search through all Pet Yard replacement parts here.
Pressure-Mounted Pet Gate Questions
(Models: 4603, 4605, 4614, 4617, 4619, 4917, 5428, 5435, 5441, 5442, 5446, 5455, 5457, 5459, 5491, 5492, 8619, 8625, 8739, 8870, 8871, 8874)
My pressure-mounted metal gate came out of the package looking bent and has a gap where the latch should be. What do I do?
When you unpack this gate, you may notice that it is not square. This is normal and the gate is not damaged. It is manufactured at a pre-set angle so that when it is installed properly in an opening, it will maintain the correct amount of tension. This tension prevents the gate from being dislodged from the opening under normal use. Please read and follow the instruction manual carefully.
What is the distance between the bars of my gate?
The distance between the bars of most of our pressure-mounted metal gates is 2 ¼ inches.
Can I add more extensions to my pressure-mounted metal gate?
Not all of our gates have the option to increase its width with extensions. If your gate has additional extensions available, they will be found in our Pet Gate Extensions section of our website. Because extensions are not universal but are exclusive to the gate, the easiest way to find them is to search with the 4-digit model number of the gate. If the gate has additional extensions available for purchase, they will show in the results. Otherwise, the product page of your specific gate will also offer any available extensions that can be purchased separately.
Do I need to use the mounting cups that are included in the hardware package?
The mounting cups should be used to ensure the safety and security of the gate.
Can I get replacement parts for my gate?
Most components will be included in a prepackaged hardware set and may not be sold separately. Any Pet Gate Replacement Parts that are offered can be ordered directly on our website by using the search feature to search with the 4-digit model number (or name) of the product. All available replacement parts will show in the results. If you do not see the component that you are looking for, that means it is not something available for ordering or may be for a discontinued gate.
Can I use my pressure-mounted gate at the top of my stairs?
Unless it states specifically that it is intended to be used at the top of a stairway, we do not recommend the use of our pressure-mounted gates at the top of the stairs. Only hardware-mounted gates that are permanently installed into a wooden stud/surface are safe to use at the top of a stairway. With enough force, a pressure-mounted gate may become dislodged and no longer hold tension, leading to falls, injury, or damage. You can view all of our Top of Stairs Pet Gates on our website.
What is the width of the door on my pressure-mounted gate?
The width of the swinging door on most of our pressure-mounted metal gates is 22 inches.
*Paws Portable/Petgate Essential/Universal Petgate
(Models: 8619, 8625, 8739,8870, 8871, 8874)
Why does my Supergate Classic/Ergo/Select no longer stay tight where it is mounted?
The gate will stop holding tension if the 2 panels are slid open too widely prior to locking the handle down. When the locking handle is rotated into the locked position, the panels will bump out to create the tension needed for a tight fit. If the gate has been set into the space a little too tightly, there is nowhere for that tension to go and it will result in the plastic handle/rear slide to crack or wear out. This can cause the gate to not hold pressure or could cause the handle or rear slide to completely break altogether. It is best to set the gate into the space with the rubber bumpers lightly brushing the surface and then rotate the handle down to the first notch.
If the rear slide or plastic has been worn, replacement pieces can be ordered directly on the North States website by searching with the model number of your gate.
How do I get the hardware out from between the panels of my Universal Petgate?
The best way to remove the hardware components that were packed between the panels is to lay the gate on a flat surface, such as the floor. Extend the top panel out as much as you can. You may need to use your fingers through the holes to move the hardware into a position that will allow you to extend the top panel. The plastic webbing is somewhat flexible permitting you to either lift on the top webbing or push down on the lower webbing to create somewhat of an “air pocket”, allowing the pieces to slide towards the frame of the gate. Once there, you can slide them out.
*Windsor Arch Petgate
(Model: 4917)
What is the Triple Locking System on the Windsor Arch Pet Gate?
When installed properly, there are three steps required to open the gate from the locked position.
- Rotate the plastic locking handle (the release button/tab will be on the underside of the handle, facing the ground, when it is unlocked).
- Retract the release button/tab on the underside.
- Lift on the door and open.
Retracting the release button in step 2 is what causes the door to clear the spring-loaded tab opposite of the latch. The release button is only used when opening the door of the gate. (When the latch is in the locked position, the release button will be facing out from the gate.)
- If you are retracting the release button and the door will not open when lifted, you have the gate installed too tightly and you will need to loosen the tension knobs.
- If you can lift on the door and it opens without having to retract the release button, you have it installed improperly and it will need to be tightened more at the tension knobs.
*EasyPass Pet Gate
(Models: 5441, 5442, 5455, 5459, 5446, 5457, 5492, 5491)
How do I open the pet door?
The retractable pet door is easily opened by placing fingers in the openings of the small pet door. Squeeze and lift until the desired height is reached. The pet door can be set to three different heights: 5", 6.5" and 8". It will click into place when released. To close, simply reverse the process.
Hardware-Mounted Pet Gate Questions
(Models: 4620, 4641, 4649, 4944, 4955, 5493, 8619, 8625, 8661, 8749, 8805)
Do you make an adapter that will let me mount my hardware-mounted gate as a pressure-mounted gate so I do not have to drill holes in my wall?
We do not manufacture, or recommend using, an adapter to alter the way our hardware mounted gates install. All of our Hardware-Mounted Pet Gates must be attached directly to a solid surface such as a wooden stud. This will require drilling holes into the surface.
Can I use wall anchors to install my gate into drywall?
Our Hardware-Mounted Pet Gates should not be installed using anchors. Because drywall anchors have a maximum limit as to how much weight they can withstand, it cannot be guaranteed that the gate will not dislodge and pull from the wall when mounted with an anchor, which could lead to damage or injury. Hardware mounted gates require a solid surface, such as a wooden stud, to be properly installed.
Can I add an extension to my hardware-mounted metal gate?
Not all of our gates have extensions available to increase the size. If your gate has additional extensions available, they will be found in our Pet Gate Extensions section of our website. Because extensions are not universal but are exclusive to the gate, the easiest way to find them is to search with the 4-digit model number of the gate. If the gate has additional extensions available for purchase, they will show in the results. Otherwise, the product page of your specific gate will also offer any available extensions that can be purchased separately.
What is the distance between the bars of my hardware-mounted pet gate?
The distance between the bars will vary among models.
- The distance between the bars on model 4641/4649 is 2.75”.
- The distance between the bars on Model 4955 is 2.75”.
- The distance between the bars on Model 4944 is 2.25”.
- The distance between the bars on Model 5493 is 2.5”.
*Extra-Wide Windsor Arch Pet Gate
(Model 4944)
How do I make my Extra-Wide Windsor Arch Pet Gate fit an opening smaller than 72 inches wide?
The gate is designed to fit openings 38.3 inches up to 72 inches wide. If your opening is smaller than 72 inches wide you will need to angle the side panels to accommodate the smaller opening. The side panels can be rotated by loosening the pivot points on the vertical bars which enables you to move them freely until the desired angle is reached.
Why is the latch on my Extra-Wide Windsor Arch Pet Gate no longer latching?
For the latch to work properly, the gate needs to be installed flat on the ground. If it is flat on the ground and still not latching, perhaps the door panel has become unaligned. Please follow the instructions in the troubleshooting portion on page 7 of the manual to realign the door to ensure that it closes properly. Replacement instruction manuals can be found on our Instruction Manuals page.
*Windsor Walk-Thru Pet Gate
(Model 4955)
I slammed my Windsor Walk-Thru Petgate closed and the latch no longer works. Why?
Because this gate does not have an auto-close feature, it does require being manually closed. If the gate is being shut in any manner other than closing it by hand (i.e., swung shut by just pushing it or shoving/slamming it closed), the spring inside the latch may become dislodged, or the plastic may break down altogether, causing the latch to no longer work properly.
Replacement latches can be ordered directly on our website by searching with the 4-digit model number of the product or by searching through the Pet Gate Replacement Parts.
*Universal Petgate
(Model 8619/8625)
How do I get the hardware out from between the panels of my Universal Pet Gate?
The best way to remove the hardware components that were packed between the panels is to lay the gate on a flat surface, such as the floor. Extend the top panel out as much as you can. You may need to use your fingers through the holes to move the hardware into a position that will allow you to extend the top panel. The plastic webbing is somewhat flexible permitting you to either lift on the top webbing or push down on the lower webbing to create somewhat of an “air pocket”, allowing the pieces to slide towards the frame of the gate. Once there, you can slide them out.
*Petyard Passage Barrier/Pen|Extra Wide Gate with Small Pet Door
(Model 8661/8805)
The wall mounts are missing upon opening the packaging.
The wall mount kit is packaged under a cardboard pocket and is easily overlooked when checking the inside of the box if it was only opened at one end. If you open the other end of the packaging, you will find the wall mounts nestled within a pocket.
Can I add a walk-through door panel to the Petyard Passage Barrier/Pen or the Extra Wide Gate with Small Pet Door?
As listed in the warning section of the instruction manual, it is not recommended to use a door panel with either model. The wall mounts that are included in the packaging are only recommended to be used with 6 or less classic panels. Using a door panel (or more than 6 classic panels) will cause the barrier to be less stable and it may collapse leading to damage or injury.
The wall hinges on each side of the mounted barrier contain a locking boss which allows the attached end panel to easily be disconnected, allowing you to enter or exit through the barrier.
Can I buy a second set of wall hinges to mount the Petyard in more than one place?
While the individual components for mounting the panels are not sold separately, the Superyard Wall Mount Kit contains the wall hinges, mounting connectors, and screws.
*Extra-Wide Pet Gate
(Model 8749)
How can I attach the Extra-Wide Pet Gate when I have baseboard/molding?
This gate is primarily for use on flat surfaces. Due to the many variations of molding and baseboards in today’s houses, it becomes virtually impossible to manufacture a bracket to fit every situation. Unfortunately, if the mounting surface is not flat and even due to baseboards, this gate cannot be used.
Can I add another panel to the Extra-Wide Pet Gate to make it larger?
We do not sell extra panels for this gate. The maximum width this gate can expand is 62 inches.
Can I replace a broken panel on my Extra-Wide Pet Gate?
The panels are preassembled during production and not a part that is intended to be removed, therefore, replacement panels are not available.