Gates USA - Policies / Information

At Gates USA, we pride ourselves in providing only quality equipment. If you are not 100% satisfied with your purchase you may return the item within 30 days subject to the following return policy.  All returned items must arrive in new, complete condition.  The items must be in the original packaging and must contain all hardware and documentation (including instructions and warranty cards).   Products that have been altered or obviously used cannot be returned.  Items accepted by the warehouse will be issued credit within 30 business days for the purchase price of the returned item (less shipping charges).

2-Ways to Return an Item

It is Mandatory that you Contact us for an RMA for all Returns.
(Return Merchandise Authorization)

To request an RMA number please have the following information ready:

1. Your Original Order Number
2. The Name of the item being returned
3. The reason for the return
4. Item status - Must be new & uninstalled w/new packaging
5. Your contact phone # and a valid e-mail for return instructions

Special Notes

Manufacturer Required Re-Stocking Fees Some items purchased through Gates USA do not have a restocking fee given upon return of an item.  However, some manufacturers mandate that a returned product is returned to the manufacturing location with an associated restocking charge.  These fees are not in under the control of Gates USA. Those few products that have special return restrictions or fees have the information listed on that products category and/or product pages on our web site for the customers convenience.  If you have any questions regarding returns, please contact us through our messaging system...we will reply asap during business hours.

International Shipping If you live in a country not listed in the chart below, please Create a Ticket and select customer Feed Back from the drop-down menu to contact us by e-mail.  Let us know what product you would like to order as well as your shipping address.   We will respond to your e-mail during normal business hours M-F 9am-5pm CST with the necessary shipping charge. We try to offer alternative shipping methods if possible. For some items we have no choice in shipping carriers. Note Regarding FREE SHIPPING Promotions:  Specials or sales that promote "Free Shipping" are limited to the contiguous 48 states.  INTERNATIONAL - TAXES Taxes are paid by the Customer at the time of delivery.  The chart below is provided for estimating the amount of tax based on country, that will due when your receive your order. Country Estimated Amount of VAT and/or GST Tax Customer Pays Upon Receipt of Purchase Country Estimated Amount of VAT and/or GST Tax Customer Pays Upon Receipt of Purchase Country Estimated Amount of VAT and/or GST Tax Customer Pays Upon Receipt of Purchase **Canada 0% Czech Republic 27.2% Australia 27.5% France 22.8% Guam 6.5% Ireland 24.3% Germany 51% Canary Islands 5.7% Netherlands 26.1% *Hong Kong 0% Chile 19% Puerto Rico 5.5% Italy 27.2% Hungary 32.5% Brazil 60.3% Japan 9.9% Latvia 28.3% Finland 30.4% Spain 25.1% New Zealand 22.9% Denmark 32.5% Sweden 32.5% Poland 22% Portugal 28.3% United Kingdom 26% Virgin Islands, US 0% Argentina 39% South Korea 18.8% Peru 21.6% Austria 27.8% Belgium 28.3% Luxembourg 22.5% China 18.8% **Canada does require VAT & GST that varies by Province. Moore Pet Supplies includes these taxes in your shipping charge and will pay required taxes to Canadian government. *Hong Kong does not charge VAT and GST for foreign purchases. NOTE: Pet Electronics (i.e. training collars, back collars, and containment systems) are not eligible for international shipping to European countries.

Child Safety: Gates USA recommends that households with small children need to exercise proper judgment with leaving their children unattended in any area with a gate.  The fact that a gate is child safety certified does not replace proper parental supervision.

Check-Out Process/Website Security    Our checkout pages are encrypted for your security. There is no need for the browsing pages to be secure but any page that requires any customer information is encrypted. You can see in the bottom right-hand corner of your page a padlock if the page you are viewing is secure. Once on the shopping cart page you will begin to see this symbol all through the checkout process.  You can verify if you are on an encrypted page;  look in your browser/address bar at the top;  https:// designates a secure page....http:// is not secure

Customer Personal  Information    Customer information is closely guarded and never for sale. Gates USA has been approached many times over the years for names, e-mail addresses, phone numbers etc. as many businesses that have been operating for a length of time. It is our belief that customer information is sacred and customer confidence will never be compromised.

Product Warranties Gates USA is a Retailer not a manufacturer of any item shown on our web site.  Each product we carry has a manufacturers warranty that protects the customer from manufacturing defect and in many cases of malfunction.  Warranties are are governed by existing law, Gate USA cannot supersede these warranties.  We will help our customers in any way we can to bring complete satisfaction to our customers.  If you are having problems at any time with a product purchased with us, please call us and we will be more than happy to try to bring a satisfactory resolution.