How orders move

Who packs the box

The retail partner does. The stock sits in their buildings, the carrier is their pick, and the promise printed next to the buy button on their listing is theirs to keep.

That is why the buttons on this site open their page instead of a cart here. The catalog describes the piece; the listing runs everything that happens after the decision.

Where the date comes from

The delivery estimate lives on the listing and moves with your zip code, the hour of the order and how much stock sits near you. No date is printed on this site, because a copied date starts going stale the minute it is typed.

Prices shown here are copies too, read off the listings when the pages were built. Treat the listing as the number that counts.

What lands on the doorstep

Flat panels, a hardware bag, a hex key and a folded sheet of steps. The wide double crates often travel as a pair of boxes, and the second box can arrive a day behind the first on a different truck, so check the label for a 1 of 2 before deciding the crate came without its other end.

Heavy kennels come closer to built: frame sections, casters and a gate. The box weight is on each listing, and for the big ones it is honestly a job for a second person on any stairs.

If the box does not turn up

Start at the order page on the retail partner side. Their record holds the tracking, and only their process can chase a package or send another.

A note to the mailroom cannot move a box, though it can settle whether the piece that was ordered is the right one for the dog it was ordered for, which is worth knowing before the second attempt.