FAQ

ABOUT OUR KENNELS

What is the Kennel Made out of?

Our Kennels are made from Pine Wood and Metal Rebar.

Can you recommend a Kennel size for my Dog Breed?

We recommend you measure your dog from the top of their ears to the ground. Then measure the length of your dog from nose to tail.

View our Size Guide here and compare your dog’s measurements to the internal measurements of our Kennels. From here you can choose the right kennel size for your dog.

Check out our Product Descriptions for recommended dog breeds for each Kennel size.

PAYMENT OPTIONS

What payment services do you offer?

We currently offer payment services via Shopify, Pay Pal, Lay By, Zip and After Pay.

Can I use Afterpay?

After Pay allow their customers a maximum purchase of $2000.

Afterpay will only be offered to you if your order is less or equal to $2000. No split payments.

Not every After Pay customer will be eligible to purchase a product worth $2000. For example if you are a new After Pay customer or you have only made one or two purchases through After Pay you may only have a maximum limit of $1000. You will need to build up your credit with After Pay before you are eligible to make a $2000 purchase.

Don't Worry!!! We offer a Lay By Service which allows you to pay off your Kennel over a one or two month block! There is no limit on how much you can spend with Lay By! 

TURNAROUND AND SHIPPING

How long is the turnaround time to receive a Kennel?

Our current build time is 8-10 weeks, Freight can also add 1-2 weeks to this turnaround time depending on your location. Check out our Product descriptions for the most current build times. This is where our build times will be updated during busy periods.  *** CURRENT BUILD TIME 8-10 WEEKS ***

Where do you ship to?

We ship Australia Wide.

If you would like a quote for international shipping please email info@kustomkennels.com.au

Please be aware that International shipping costs are high due to the fact our kennels are shipped fully assembled.

How will my Kennel be shipped?

Your Kennel will be shipped fully assembled in secured specialized packaging. If you order feet as an added extra they will be packed in a box inside the kennel. They screw on and are easy to assemble

I live in WA. Can I pick up my Kennel?

Of course! Our warehouse is located in Wangara. Please choose pick up at the checkout area and we will be in touch with a suitable time and date.

Shipping Information

Once your kennel is picked up by the Freight Company they will email you a tracking number.

We will request that the freight company call you once your Kustom Kennel reaches your destination terminal but please note each carrier is different and may or may not call. Your tracking information is the most accurate information available. Please contact the freight agent direct for updates on the whereabouts of your Kennel.

Please be aware that freight does not include tailgate. This is a curbside delivery only. 

If you require Tailgate it is an additional $80 on top of your freight cost. ​

What is Tailgate? Is it required?

Tailgate Delivery means that the driver will lower the kennel to the ground from the tail of the truck. They will not carry the kennel into your home.

Tailgate is an additional $80 and must be paid at checkout if required.

This cost can be avoided if you have two people to assist with unloading the kennel.

Most of our Standard Kennels can be unloaded by two people so please plan on having someone present at delivery to assist you. If you do choose to unload the kennel yourself please take caution as they are heavy!

We recommend tailgate for our Empire Suite and Extra Large Double Condo and any Custom Orders bigger than these sizes. 

If you do not have the amenities or assistance available at your delivery location to lower the Kennel to ground level we advise you purchase a tailgate.

My Postcode isn’t bringing up a Shipping Quote!

If you put your postcode into our calculator and a quote doesn’t show up you will need to contact us direct for a shipping quote. Please provide us with the Kennel size you require as well as your suburb and postcode and we will get back to you within 24 hours with your delivery cost.

Freight Warranty

Freight plus Warranty is an extended service option available to you for purchase, providing a warranty for physical loss or damage of your Kennel whilst in transit.

This is optional at the checkout area but we highly recommend our customers take out freight warranty.

If any damage occurs to the Kennel during transit the Freight Company will be liable.

If you do not purchase warranty we cannot be held liable for any damage during transit.

The Cost - $25

OTHER

What are the Rubber Mat Infills used for?

Our Rubber Mat Infills are used to assist in protecting the floor of the kennel from urine damage.

Damaged/Defective Items

If you believe you have received a defective/damaged item or incorrect order, you must contact Kustom Kennels within 24 hours of receipt along with a photo of the defect or damages. Kustom Kennels will contact you within three business days to discuss the defect or damages and the best course of action to correct it.

For Example if a latch is damaged during shipping Kustom Kennels reserves the right to first replace the broken latch before a refund can be requested. If there has been substantial damage to the kennel during transit we will contact the Claims Department on your behalf and endeavor to have a resolution to you within 14 business days.

Return/Cancellation Policy

Your order may be cancelled within 3 business days of order payment. Due to the nature of our product we do not offer refunds once build has commenced. Refunds will be applied within 10 business days if you cancel within the allowed 3 business days.

As our Kennels are custom made all sales are final.

If you have any further questions on our return/cancellation policy please email info@kustomkennel.com.au

What if my Dog Chews the Kennel?

We cannot be liable for chewed up kennels. In our experience we have yet to see a dog chew up a Kustom Kennel so badly that we cannot send replacement parts for it.

Most pieces are available for purchase if you need to replace them.

Do you offer custom sized Kennels?

Yes we do! Please visit our Custom Page here.

KENNEL SIZING

You can download/open our size guide here. 

 

OPEN SIZE GUIDE

 

OR

 

VIEW DIMENSIONS ONLY

 

 

  

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