General Product Questions

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 pet gate from you?
Special orders cannot be taken for our products.

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 customerservice@northstatesind.com. 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  “PET” at the top of the page. Hover over “PET 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 Petyards 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 customerservice@northstatesind.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.

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 product 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 pet tab at the top.  Locate and hover over PET 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.

 Other Information: Our juvenile products are designed for use with children ages 6 months to 24 months.  All of our 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).

 Petyard Questions
(Models: 8657, 8668, 8669, 8799, 8807, 8809)

Can I buy the panel with a pet door to add to my Petyard?
The pet door panel is included with our Petyard Passage and not available for purchase separately. Our 2-Panel Door Extension from our juvenile section is compatible with our plastic Petyard, offering a door panel option. The door panel is not available individually and is only available as part of a 2-panel extension kit.   It can be ordered directly on our website in the baby section 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 color but will will work with all of our plastic Petyards.

My plastic Petyard does not fold easily. How do I fold the plastic Petyard?
The Petyard 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 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.

Can I connect two Petyards together?  What is the maximum number of panels that can be used with the Petyard?
We do not recommend using 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. This is so that the same amount of tension is placed on each of the joints, increasing its stability.


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
-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 Petyard?
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 play yard/into the search bar.  All individual panels will be displayed allowing you to add to your cart accordingly.

Can I special order a Petyard from you?
Special orders cannot be taken for our products.

Pressure-Mounted Metal Gate Questions
(Models: 4917, 4991, 5264, 5268, 5274, 5285)

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.

*Easy-Close Pet Gate (Model: 4991)

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 Pet 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 Pet 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 Pet Gate?
Model 4991 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.

What is the Triple Locking System on the Easy Close Petgate?

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.

 *Petgate Passage Gate (Models: 5264, 5268, 5274, 5285)

The spindles are missing from my Petgate Passage 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 customerservice@northstatesind.com.

*Windsor Arch Gate (Model: 4917)

Are there additional extensions available to make my Windsor Arch Gate Wider?
Yes. An optional 5-Bar Extension is available (sold separately). This extension adds 13.5″ to the width of the gate. 

What is the Triple Locking System on the Windsor Arch Petgate?

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.

Hardware-Mounted Metal Gate Questions

Do you make an adapter that will allow me to mount a 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.

*Extra-Wide Windsor Arch Gate (Model: 4944)

Can I add an extension to my Extra-Wide Windsor Arch 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 Extra-Wide Windsor Arch 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 Extra-Wide Windsor Arch 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 Pet Resources tab on our website.

*Windsor Walk-Thru Petgate (Model: 4955)

I slammed my Windsor Walk-Thru Petgate closed and the latch no longer works. Why?
The Windsor Walk-Thru Petgate 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.

Plastic Gate Questions

*Extra-Wide Petgate (Model: 8749)

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.

*Universal Petgate/Petgate Essential/Paws Portable Petgate
(Models: 8619, 8625, 8735, 8739, 8870, 8871)

 Why does my Universal Petgate/Petgate Essential/Paws Portable 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 Universal Petgate? (Models: 8619, 8625)
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.

*Walk-Thru Petgate (Model: 8679)

How do I get the mounting sockets out of my Walk-Thru Petgate?

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.

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