Store Policies Shipping
Canadian Customers
Out of Stock / Backorder Policy
Privacy and Security Commitment
Terms and Conditions of Use
Best Price Guarantee
Return and Exchange Policy & Instructions


All Dog Houses, Cat Houses, and Dog Kennels currently ship from our warehouses within 2 to 3 business days of the receipt of your order.

Dog and cat houses, kennels, and accessories under 150 pounds are shipped via UPS, FedEx, DHL, or Loomis courier in the same manner as any other small package. Due to their weight and size, our large and extra-large dog houses are shipped in multiple boxes. Larger kennels are shipped via freight truck.

Shipping transit times range from 3 to 10 days depending on where you live, but typically are 3-7 days for most parts of the U.S.A. and Canada. Ground shipping is included in our prices unless otherwise noted. Extra shipping fees apply to Alaska, Hawaii, Northwest Territories, the Yukon, Nunavut, and Puerto Rico. Prices in Canada include all duties, brokerage fees and other import costs. Express shipping is available for certain items for an additional fee. Please call us toll free at 1-877-374-2695 or email us at for a rate quote.

Kennels: Please note that normal delivery does NOT include liftgate service or any other special offloading services. Our freight carrier will call you the day your shipment arrives at the terminal closest to your home to let you know when they will be in your area to make the delivery. They will also ask you some questions regarding the accessibility of your home for their delivery truck, etc. You will need to be at your home to accept the delivery. The driver may need to cut away the protective packaging and tie-down strapping that protects your shipment in order to unload the panels unless you have a forklift (not likely). He will then hand the panels down to you one at a time. The heaviest panel is about 45 pounds. Inspect each panel for damage and make sure you note any damage on the delivery receipt before signing it.

Delivery times apply from the time payment is received and your order leaves our warehouse, not from the time an order is placed. Order processing and/or shipping may be slightly delayed on major U.S. or Canadian holidays.

To check the status of your order, please contact us toll free at 1-877-374-2695 or email us at When calling or emailing, please refer to your order ID or order reference number. Orders lost in shipping or shipped in error will be replaced at no cost. If we ship you the wrong item, you may return it to us at our expense but you must contact us for return authorization and instructions.

Unless special arrangements have been made with us in advance, we do not ship to destinations outside of the U.S.A. or Canada, and accordingly, this website shall not be considered an advertisement or solicitation to sell products outside of the U.S.A. or Canada.

Canadian Customers

Many products, including all of our dog & cat houses and most dog doors, are shipped to you from our warehouse in B.C. For products shipped from a U.S. warehouse, including most kennels and dog runs, our Canadian prices include all duties, brokerage fees, shipping, and other import costs. You can be assured that you will not receive a surprise bill for these fees from the shipping company when you receive your product! Please see "Taxes" section below for information on Canadian sales taxes. Also see "Best Price Guarantee" for price-match policy information.


No taxes apply to orders delivered to addresses in the USA! GST/HST will be applied to orders shipped to addresses in Canada at the appropriate rate for the province, and 7% PST will be charged on all orders shipped to addresses in British Columbia, Canada.

Out of Stock / Backorder Policy

Unless noted on our website, all items are in stock and ready for shipment at all times. However, occasionally we may sell more of an item during a day than is available for shipment despite our best efforts to maintain adequate inventories. This is uncommon, but it can happen. In the unlikely event that this happens, you will be contacted immediately by one of our customer service representatives and you will be informed of the situation including possible alternative products that are in stock, the expected backorder time, etc. You will then have the choice if you would like to wait for the product, accept an alternative product, or cancel you order without penalty. If you decide to wait for the product on backorder, we will contact you periodically to update you on the progress of your order.


All orders are processed upon receipt. It is only possible to cancel an order prior to shipping. If the item has already been shipped from our warehouse, our regular return policies apply (see below).

Privacy & Security Commitment

At our site, we don't collect personally identifiable data ("Personal Information") from individuals unless they provide it to us voluntarily and knowingly. This means we don't require you to register or provide information to us in order to view our site. Should you provide any personal information to us for any reason (to purchase a product for instance), your privacy is completely guaranteed. Your name, address, and other personal contact information, and financial information, is never shared, sold, lent, or rented to other parties without your permission, except as necessary to ship your order to you (your address and phone number will be provided to the shipping company).

We do not sell, transfer, or disclose the personally identifiable information we gather at our website to third parties without your prior consent. There may be times when we share aggregate information about our visitors with advertisers, business partners, sponsors, and other third parties in an effort to customize or enhance the content and advertising of our site for our users. We may also aggregate data from web log files (such as your web browser, operating system, pages visited, etc.) to understand how users navigate the site and what features are most popular.

When you view our web site, we may store some information on your computer. This information will be in the form of a "Cookie" and will help us in many ways. For example, cookies allow us to tailor the site to better match your interests and preferences and track your shopping cart as you shop through our store. With most Internet browsers, you can erase cookies from your computer hard drive, block all cookies, or receive a warning before a cookie is stored. Please refer to your browser instructions or help screen to learn more about these functions.

If you have recently purchased products from us or if you have participated in one of our contests, or subscribed to our electronic catalogue, you may periodically receive information from us about special sales and new products. If at any time you decide that you do not want to receive this information, you can unsubscribe by sending an email to us at:

Secure order processing is of paramount importance to us. Please be assured that we have security measures in place to protect against the loss, misuse, and alteration of any information we receive from you. As with any transmission over the Internet, however, there is always some element of risk involved in sending personal information. In order to try to minimize this risk, we encrypt all information that you submit when ordering one of our products using the Secure Sockets Layer (SSL) protocol (128 bit encryption). All sensitive personal and financial information entered during the checkout process, including your credit card number, is encrypted while traveling on the Internet. If you are using an old browser or a workstation protected by a firewall, you may not be able to support SSL technology. If this is the case, or if you are still concerned about processing your order on-line, you can place your order by phone, fax, or regular mail, as follows:

Northland Pet Supply Inc.
#5-1490 Pearson Place
Kamloops, BC  V1S 1J9  Canada
Toll Free: 1 - 866 - 376 - 2690
Phone: (250) 374 - 2690
Fax: (250) 374 - 2692

This website may contain links or hyperlinks to other websites. We assume no responsibility for the privacy or security practices or the content of such sites.

If you ever have any questions about our privacy, security or other policies, please feel free to contact us by phone at 1 - 866 - 376 - 2690 or email us at

Terms and Conditions of Use

By using, you, the user, acknowledge the following legal notices and agree to the terms and conditions set forth herein.

All design features, text, graphics, photographs, programming code, and the selection and arrangement thereof are Copyright Northland Pet Supply Inc. 2003-2013 ALL RIGHTS RESERVED. You are permitted to copy and/or print portions of this website for the purpose of using this site as a shopping resource. Any other use of the materials on this website, including reproduction for purposes other than noted above, modification, transmission, or distribution, without the expressed written consent of Northland Pet Supply Inc. is strictly prohibited.

Trademarks, Northland Pet Supply, Climate Master, Climate Master Plus, PanelAbode, Slide-Lock, and their related logos, are trademarks of Northland Pet Supply Inc. All other trademarks, product names, and company names or logos presented or cited herein are the property of their respective owners and are published with their permission.

Northland Pet Supply Inc. makes no claim or representation, and accepts no responsibility regarding the quality, nature, or reliability of the sites accessible by links or hyperlinks from this website, or sites linking to this website. You, the user, hereby irrevocably waive any claim against Northland Pet Supply Inc., with respect to such websites. Any content expressed or made available on or to Northland Pet Supply Inc. by third parties are those of the respective third party and are not those of Northland Pet Supply Inc., or its licensors, or any of their officers, directors, employees, or agents.

This website and the materials contained herein are provided on an "as is" basis. Northland Pet Supply Inc. makes no representations or warranties, either expressed or implied, of any kind with respect to this website or its contents. Northland Pet Supply Inc. disclaims all warranties, expressed or implied, including but not limited to, merchantability and fitness for a particular purpose. Northland Pet Supply Inc. will not be liable for any damages of any kind arising from the use of this site or products available therefrom, including but not limited to direct, indirect, incidental, punitive, and consequential damages. This site was created by and is controlled and maintained by Northland Pet Supply Inc. in the Province of British Columbia, Canada. As such, the laws of the Province of British Columbia will govern these disclaimers, terms and conditions, and all transactions arising from the use of this website, without giving effect to any principles of conflicts of laws. We reserve the right to modify our site and these disclaimers, terms and conditions at any time and without notice.

This website shall not be considered an advertisement or solicitation to sell products outside of the U.S.A. or Canada.

Best Price Guarantee

We will not be undersold! If you find a lower advertised price anywhere, we will beat it! Simply call us toll free at 1-877-374-2695 to order and provide proof of the lower price (fax copy of flyer or name and phone number of store). Obviously, the product must be the same. Our best price guarantee applies to advertised prices of a competitor at the time of your original order only. We cannot match the price at a subsequent date. The competitor must have the item in stock.

Prices in Canada include all duties, brokerage fees, and import costs where applicable. When considering our best price guarantee, these costs must be taken into account when price matching to U.S. websites. We guarantee that you will not have any surprise costs when you order from us!

Return and Exchange Policy & Instructions

We feel it is also important to have very clear, well defined return policies so you know what to expect when your product is returned, and to ensure that your return is processed efficiently and accurately when it arrives back at our warehouse. Accordingly, all returns and exchanges are strictly governed by the following policies. While exceptions may be made by management where extenuating circumstances exist, please note that because our return policies are already generally very liberal, exceptions are not often granted. Please call us before ordering if you have any questions regarding our return and exchange policy. All refunds will be shown as a credit against the credit card to which the original order was charged. Please allow 7-10 days for refund processing after arrival of the goods at our warehouse.

Please note that all returns must be authorized in advance by our staff. Returns that do not bear a valid return authorization (RA) number may be refused by our receiving department, or subject to an additional processing fee. To obtain a return authorization number, please call us at 1-877-374-2695 during regular business hours.

Shipping Damage: Any part damaged during shipment will be replaced immediately at our cost by regular ground transportation. We may request that you provide a digital picture or other evidence of the damage to facilitate a claim with our shipping insurance provider.

Exchanges: Before you assemble your new pet house or kennel, lay out all of the parts, and make sure that the house or kennel will be large enough for your pet. If you realize that another size would be better suited to your pet, please do not assemble the house/kennel/run. Call us immediately (within 7 days of receipt of your order) to arrange for an exchange. You will be responsible for the cost to ship the item back to our warehouse AND for the cost for us to ship a replacement (and the difference in price between the 2 products).

Products that have been assembled cannot be returned, however, we will replace any defective part under warranty. We would be pleased to assist you in getting your product operating to your absolute satisfaction. Please call us toll free at 1-877-374-2695, or the manufacturer (see contact information in owner's manual) for technical assistance. Most problems are easily solved - give us a chance to help you if you are having problems.

Returns: If you are not completely satisfied with your purchase, we will gladly provide a refund or provide you with a credit towards other merchandise. You must request the return within 30 days of your original order, or within 14 days of the arrival of your shipment, whichever comes first (no exceptions!) Returns must be in unopened, unused condition in original packaging and must not have been assembled, with all original documentation included. Our actual original shipping costs to ship the product to you will be deducted from your refund. Please be aware that these shipping costs can be a significant component of the overall cost of the product.

IMPORTANT NOTE: Any products that are delivered by commercial freight carrier cannot be returned.

Please see the return shipment instructions below:

Return shipment instructions:

Please note that all returns must be authorized in advance by our staff. Returns that do not bear a valid return authorization (RA) number may be refused by our receiving department, or subject to an additional processing fee. To obtain a return authorization number, please call us at 1-877-374-2695 during regular business hours.

All returns must be packaged in the original packaging, include the return authorization number, and should be addressed in accordance with the instructions provided by our staff.

Please note that you are responsible for shipping costs to return the product to us. We recommend that all packages shipped to us be insured. We are not responsible for product lost or damaged while in shipment while being returned to us for any reason. All returns must be received at our warehouse no more than 30 days from the date the return authorization was issued. Packages arriving more than 30 days after the date of issuance of the return authorization number may be subject to an additional restocking fee of 20% or refused.

Got Questions? Want to Order? Call Us Toll Free 1-877-374-2695