FAQ

Welcome to Animal Estate! We’re here to help you find the perfect kennel or animal housing for your needs. If you have any other questions, feel free to reach out to our customer service team at [email protected] 

Product Information

Are your kennels made to order?
Yes, all our kennels are mostly built to order and depend on availability at the time of purchase.

What materials do you use for your kennels?
Our kennels are handcrafted from tanalised timber, a natural, treated wood designed for durability. As timber is a natural material, slight variations in appearance, colour, or size may occur.

How should I care for my kennel?
We recommend treating your kennel with a waterproof sealant as soon as it’s installed, and reapplying it regularly to maintain protection. Timber may naturally split, warp, or change colour over time; these changes are normal and not considered faults.

What about condensation or damp?
It’s important to check your kennel regularly for condensation, as this can lead to damp or mould if left untreated.

Ordering & Payment

How can I place an order?
You can order online, by phone, or in person. All orders must be paid in full before we process them and schedule delivery.

Delivery

Is delivery free?
We offer free delivery within a 100-mile radius of S73 (our base). For deliveries beyond this, there’s a charge of £1.30 per extra mile (one way). For addresses over 200 miles away, an additional £100 delivery fee applies.

How long does delivery take?
We aim to deliver within 2 to 4 weeks. For locations more than 250 miles from S73, delivery may take longer, so please check with us before ordering.

When will my kennel arrive?
Deliveries usually take place between 8am and 5pm. We can provide an updated estimated time on the day of delivery after 9am if you call our office.

What happens if there are delivery issues?
If we can’t complete delivery due to access restrictions or other problems, extra charges may apply for re-delivery. Please let us know if your site has difficult access, and ensure there’s a clear path for our long wheelbase van.

Installation

Is installation included?
Not all products include installation. Please confirm with us if you need this service.

What do I need to prepare for installation?
The base where the kennel will sit must be hard-standing, level, and slightly larger than the kennel itself. There should be at least 1 foot of clear space around the perimeter and a head height of at least 8 feet. Let us know about any difficult access, slopes, muddy patches, or obstacles in advance.

What if my base isn’t ready?
If the base is unprepared or there are obstructions, installation may be delayed, and additional charges of £20 per person per hour may apply.

Do you dismantle or move kennels?
We do not offer dismantling or reassembly services.

How do I sign off on my installation?
You’ll need to inspect the kennel and confirm you’re happy with the installation before our team leaves. Any changes requested after this may incur extra fees.

Cancellations & Returns

Can I return or cancel my order?
Custom and made-to-order kennels are non-refundable unless they arrive faulty or not as described. We do not accept returns for other reasons.

What about damage or faults?
We are not responsible for damage caused by weather, normal wear and tear, destructive animals, or natural changes in the wood. We also do not manufacture the galvanised bar panels, so cannot be liable for issues like dents, welds, or rust on these items.

Customer Responsibilities

What do I need to check before ordering?
It’s your responsibility to ensure the kennel is suitable for your needs and that you comply with any local planning regulations. Please make sure your base is ready and accessible before delivery and installation.

Do I need to be present?
Yes, please be present during installation to inspect and sign off on the completed work.

Warranty

What does your warranty cover?
All our products are covered against manufacturing defects. The warranty does not cover natural wear and tear, neglect, improper use, unauthorised alterations, or damage from extreme weather.

How do I make a warranty claim?
To claim under warranty, please contact us with your proof of purchase and photos of the issue. We may ask to inspect the product or have it returned before processing your claim.

How can I maintain my warranty?
Apply a suitable waterproof sealant after assembly and regularly afterwards. Failure to do so may affect warranty claims related to moisture or water damage.

Legal Information

What laws apply to my purchase?
All sales and services are governed by the laws of England and Wales. Any disputes will be handled exclusively by the courts of England and Wales.