Do you sell your products directly to the consumer?
Yes, we do sell select products directly to the consumer. Our products are also readily available through retail sources.
Can I special order a baby gate from you?
Special orders cannot be taken for our products.
What ages are your gates/Superyards designed for?
Our juvenile products are designed for use with children ages 6 months to 24 months.
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 email us at firstname.lastname@example.org. Once an order has shipped from our facility, we are not able to cancel an order.
How do I order replacement parts for my product?
All available replacement parts and hardware packages can be ordered directly on our website at www.northstatesind.com. First click on the search icon located at the top of the page, then type the 4-digit model number into the search bar. Any available replacement parts will be displayed allowing you to simply add them to your cart. You may have to scroll down the page to see all the parts.
Alternatively, you can order replacement parts directly from the replacement parts drop-down menu, located on the product page of your model.
How do I register my product?
US residents can register your product online by going to our website at www.northstatesind.com and clicking “Baby” at the top of the page. Hover over “Baby Resources” to present a drop-down menu with several options. Select “Product Registration” and follow the instructions to register your specific product.
What is your return policy?
If you purchased directly from northstates.com, 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.
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 Superyards are recommended for both indoor and outdoor use in temperatures 40°F and above. 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.
What do I do if my product arrives damaged?
If your product arrived damaged and 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, it will need to be returned to the retailer it was purchased from. Please contact the North States customer service department at email@example.com to determine if there is a replacement part available.
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 maple, birch, yellow poplar or pine. Our wood gates are unfinished – however, some of the wood parts may have a light coating of non-toxic wax to assist in the sliding of the panels.
Are your gates certified?
All of our juvenile products are tested by independent test labs and certified to comply with, or exceed, all juvenile products standards and government regulations set by the Juvenile Products Manufacturers Association (JPMA).
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 nontransferable.
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. An original receipt is required to validate your warranty. North States reserves the right to substitute a similar product if the part or model has been discontinued.
How do I find a gate that suits my needs?
Our website has a great tool to use to assist in finding a gate based on the specifications you are looking for. Go to www.northstatesind.com and click on the BABY tab at the top. Locate and hover over BABY RESOURCES in the category bar near the top of the page and a drop-down menu will appear, allowing you to select the GATE SELECTOR option. On the left side of the page, you will see an area that allows you to narrow your product selection based on different specifications such as location, material, width, mounting, etc. Any product that fits the description based on your selection will appear on the right.
Do you make a door for the plastic Superyard?
The door panel is not available individually but is available as part of a 2-panel extension. It can be ordered directly from the baby section of our website at www.northstatesind.com.
We offer it in three different versions:
the Colorplay Door Panel Extension, model #8752
the Ivory Door Panel Extension, model #8772
the Classic gray Door Panel Extension, model #8651
The door panel extension is not available in any other colors.
My plastic Superyard does not fold easily. How do I fold the plastic Superyard?
The Superyard is, indeed, quite tight and is manufactured that way intentionally. This intended feature gives 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 threat to juveniles.
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.
Can I connect two plastic Superyards together? What is the maximum number of panels that can be used with the Superyard?
We do not recommend using more than 8 panels at one time. It is certified by the JPMA with the use of only 8 panels or less. 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. This is so that the same amount of tension is placed on each of the joints, increasing its stability.
Can I stretch the Superyard out into one long gate? Do you have something to attach it to an opening?
The six-panel classic Superyard can act as an extra-wide barrier with the use of a Superyard 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 Superyard?
-Each panel is 26 inches high and 32 inches wide
-Panel with door opening is 23 inches wide
-Space between panels is 2 ¼ inches wide
-Diamond hole is 1 ½ inches high and 1 ¼ inches across
-4-panel enclosure is 6.89 square feet
-6-panel enclosure is 18.5 square feet
-8-panel enclosure is 34.4 square feet
-6-panel hexagon is 5 ½ feet across (corner to corner)
-8-panel octagon is 6 ½ to 7 feet across (corner to corner)
Do you sell replacement panels for the Superyard?
Regular replacement panels can be ordered by clicking on the magnifying glass search icon at the top of any page and typing the 4-digit model number of the Superyard into the search bar. All individual panels will be displayed allowing you to add to your cart accordingly.
Can I special order a Superyard from you?
Special orders cannot be taken for our products.
Can I buy another door panel for my 3-in-1 Superyard?
The doors are not sold separately for these Superyards.
What hardware do I need to mount my 3-in-1 Superyard with an odd number of panels?
The mounting hardware included with your gate is to be used when mounting the gate unaltered, with an even number of panels. You will need additional hardware if you are mounting it with an odd number of panels. Because the panels have a male/female fitting, it will require using the same attachment pieces from each hardware package when mounting with an odd number of panels.
Additional hardware packages can be ordered directly on our website. Simply click on the search icon located at the top of the page and enter your product’s 4-digit model number into the search bar. All available replacement parts will then be displayed. You may have to scroll to see all of the parts. The model number can be found on the warning label as well as on the packaging.
How many panels/extensions can be safely added to the original 3-in-1 Superyard?
When setting up as an enclosure, an unlimited number of panels may be used. When setting up as a barrier, the maximum number of panels is twelve.
What metal is used to make the 3-in-1 Superyard?
The 3-in-1 Metal Superyard is made of steel with powder coating (similar to that of household appliances).
Can I place my 3-in-1 Superyard near a fireplace or wood-burning stove?
When used around or near a fireplace or wood-burning stove, the 3-in-1 Superyard should be at least two feet away from the heat source.
What are the measurements of my 3-in-1 Superyard?
-Each panel is 30 inches high and 24 inches wide
-Panel (swing door) opening is 16 inches wide
-The space between bars of the Metal 3-in-1 Superyard is 2 ¼ inches wide
-The space between bars of the Wood 3-in-1 Superyard is 2 ½ inches wide
-6-panel enclosure is 10 square feet
-8-panel enclosure is 19 square feet
-10-panel enclosure is 30 square feet
-12-panel enclosure is 44 square feet
Why is the latch on the door panel of my 3-in-1 Superyard no longer latching?
If the door panel on the 3-in-1 is not aligned, the latch will not function properly. Follow the instructions in the troubleshooting portion of the manual to realign the door to ensure that it closes properly. Replacement instruction manuals can be found on our website under the Baby Resources tab.
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 will 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.
Can I get more extension pins/connectors for my metal gate?
The metal extension pins will be included in the prepackaged hardware package. Replacement hardware packages can be ordered directly on our website by entering the 4-digit model number into the search engine at the top of any page of the North States website. All available replacement parts will be displayed.
The plastic extension connectors can be ordered directly on our website by entering the 4-digit model number into the search engine at the top of any page of the North States website. All available replacement parts will be displayed.
What is the Triple Locking System on the Arched Auto Close/Deluxe Easy Close/Easy Close/Extra Tall Easy Close/Portico Arch/Wide Portico Arch/Tall and Wide Portico Arch Gate? (models: 4910, 4911, 4912, 4913, 4916, 4926, 4977, 4978)
When installed properly, there are three steps required to open the gate from the locked position.
1. Rotate the plastic locking handle (the release button/tab will be on the underside of the handle, facing the ground, when it is unlocked).
2. Retract the release button/tab on the underside.
3. 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.
*Easy-Close Gate (Models: 4910, 4911, 4911, 4912)
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 use my Easy-Close Gate at the top of my stairs?
No, we do not recommend the use of this gate at the top of the stairs. This gate has a threshold to step over and also will swing out over the stairs, making it a safety concern.
What is the width of the Easy-Close Gate door?
The width of the gate door is 17 inches.
What is the space between the bars of my gate?
The space between the bars of your Easy-Close Gate is 2 ¼ inches.
Can I add more extensions to my Easy-Close Gate?
Only Model 4910 has two extensions available (sold separately) – a 7 inch and 10 1/2 inch – that can extend the gate up to 52 inches wide. These can be found by typing the gate model number into the search bar at the top of any page of the North States website. The extensions, along with replacement parts, will be displayed.
*Essential Walk-Thru Gate (Model: 5108)
The spindles are missing from my Essential Walk-Thru Gate. Where can I get more?
The spindles are not stored inside the small package containing all of the mounting parts but instead are found attached with clips on the vertical bars on the gate itself. They often are missed as it seems natural for them to be included inside of the loose parts bag. If you have checked the gate and do not see the spindles attached, please contact our customer service department at 1-800-848-8421 or firstname.lastname@example.org.
*Portico Arch Gate (Model: 4916)
Are there additional extensions available to make my Portico Arch Gate Wider?
Yes. An optional 5-Bar Extension is available (sold separately). This extension adds 13.5″ to the width of the gate.
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 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 mount my hardware mounted gate?
We do not recommend the use of wall anchors when installing a hardware-mounted gate. All of our hardware-mounted gates must be attached directly to a solid surface such as a wooden stud. They should not be attached to only drywall.
*Deluxe Décor Gate (Models: 4934, 4954) and Gathered Home Gate (Model 4928)
Can I add an extension to my Deluxe Décor/Gathered Home Gate?
Yes. An optional 6-Bar Extension is available (sold separately). This extension adds 15″ to the width of the gate. A maximum of six extensions can be used.
What is the width of the gate door?
The width of the gate door is 25.5 inches.
What is the space between the bars of my gate?
The space between the bars of your Deluxe Décor/Gathered Home Gate is 2 ¼ inches.
How do I make my 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 Deluxe Décor/Gathered Home 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 under the Baby Resources tab on our website.
*Easy Swing and Lock Gate (Models 4950/4972)
I slammed my Easy Swing and Lock Gate closed and the latch no longer works. Why?
The Easy Swing and Lock Gate does not have an auto-close feature and, as the instruction manual states, needs to manually closed. If the gate is repeatedly slammed or closed using something such as a hip or a foot, the spring inside the upper latch may become dislodged causing the latch to no longer function properly.
Replacement latches can be ordered directly on our website by searching with the 4-digit model number of the product.
*Extra-Wide Gate (Model 8748)
How can I attach the Extra-Wide Gate when I have baseboard/molding?
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. This gate is primarily for use on flat surfaces.
Can I add another panel to the Extra-Wide Gate to make it larger?
We do not sell extra panels for this gate because altering the gate in any way could compromise its safety.
Can I replace a broken panel?
Broken panels cannot be replaced because it is possible that the panel(s) would not be re-attached correctly, again compromising the safety and structure of the gate.
*Supergate Classic/Supergate Ergo/Supergate Select
(Models: 8615, 8620, 8629, 8715, 8718, 8719, 8726, 8727)
Why does my Supergate Classic/Ergo no longer stay tight where it is mounted?
Because this is a pressure-mounted gate, the gate requires a great amount of tension to be placed upon the panels to maintain a tight fit when properly installed. When installing the gate, you do not want to start with the panels tightly fitted into your space. You actually may want to have it fit into your space a little bit loosely, with the rubber bumpers lightly brushing the surface on each side. Once you lock the locking handle down into place, it will create the tension/pressure required by bumping the panels out a little bit. If you initially have it placed into the space too tightly, there is nowhere for that tension to go and will result in the plastic cracking or wearing. This can cause the handle, slide and/or gear to break and the gate will no longer hold pressure.
How do I get the hardware out from between the panels of my Supergate Classic/Ergo/Select?
The best way to remove the hardware and foam 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 to go 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 and has some give permitting you to either lift on the top webbing or push down on the lower webbing. You can do this 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.
*Stairway Gate (Model: 8670)
How do I get the mounting sockets out of my Stairway Gate?
To remove the mounting sockets from the space between the panels, it is best to lay the gate on a flat surface and use your fingers to manipulate the pieces inside so that they have the flat side down. Do this by reaching through the pliable, plastic webbing. Also, it is best to move all of the pieces towards the center of the panels as the webbing has the most give there, as opposed to the perimeter of the gate. Once you have done this, slide the top panel open as much as you can. Lift on the top panel (or push down on the exposed webbing of the lower panel) to slide those pieces free.
Why doesn’t the alphabet go in order on my ABC Play Mat?
The play mat is not intended to be in a linear pattern and due to the repeat nature of the printing process, the alignment will not be the same on all play mats, as it starts and ends in different places.
The ABC play mat is intended to be fun and used for kids to explore the different letters and animals.
Is the play mat non-toxic?
Our Play Mats are made of PE (polyethylene) foam, are hypoallergenic and free of BPA, phthalate, lead, formamide, and formaldehyde. They have been verified as being compliant with California Proposition 65. Our play mats do not contain flame retardants because the base material (polytheylene) meets the flammability tests without them. The only other material present in the product is non-toxic colorant that is used to color the polyethylene. The product has been subjected to a battery of tests to verify that it is completely non-toxic.