Frequently Asked Questions
How long is the turnaround time to receive a crate surround / surround bed / kennel / pet bed?
Our current turnaround time is 3 to 5 weeks, exclude shipping time. Once We have received your measurement and payment, your order will be added to our to-make list. We will keep you updated weekly till the product is delivered is to you.
Not sure what size to go for?
We can help you, please email us at email@example.com
Can you deliver?
Yes We can! We deliver our products to the whole of New Zealand. The cost of delivery will be confirmed when you check out your shopping cart.
Can I pick up?
Yes! Pick up is welcomed from Brookly, Wellington
What is your product made of?
We love working with natural materials that are sourced locally and sustainably. Materials we use included plywood, natural wood and wool.
What colour do you offer?
Currently, we offer white, black and pink. We can customised any colour you like with an extra $40 charge. This is to cover for painting material.
Do you ship internationally?
Yes we can! Please email us at firstname.lastname@example.org if you are looking to get our product delivered internationally. We will work out the shipping fee for you.
Do you offer refunds?
We can offer refund, as long as your order has not been started. Once the item has been built we can no longer offer refunds. Please view our term and condition for more detail.
What if it doesn't fit?
Well, there are a few reasons why your surround might not fit like a glove over your crate, but whatever the cause might be, we will work with you to solve the problem.
Here are a few scenarios.
The surround was too small because I gave Stu the wrong measurements and Stu also forgot the cut once, measure 3 times rule.
We will take full responsibility to rectify the issue by either offering a full refund or making you a new surround and arrange to have the wrong surround shipped back to us.
The surround is too small because customer Amy was watching Netflix while measuring the crate and gave us the wrong measurements. In this case, we will offer practical suggestions to try to assist you. We build the surrounds to the measurements you supply by adding sufficient clearance. Unfortunately, because these surrounds are bespoke and individually made, therefore we are unable to offer refund nor take them back. We are truly sorry and really hope this will never happen.
The surround legs are too long because customer Steve wrote down 96cm, instead of 69cm. In this case, we will assist you by suggesting cutting down the legs. You are welcomed to organise return shipping, and get the legs back to us, Stu is happy to cut them down free of charge.