FAQ

Dens & Kennels has had the privilege of supplying hotels and homes across the US. 

Because we order in volume, we obtain discounted pricing--which we pass on to you. At Dens & Kennels we also understand that helping you choose the right kennel is just as important as after-sales support. Our carefully-trained staff will always be there to support you and help you with any questions you may have before, during, and after your purchase. 

By choosing Dens & Kennels you are not only investing in good value and customer service, but in a positive experience. We are here to help you in any way we can. 

Yes! We are fully licensed in the State of Florida and authorized to sell every brand we carry. Your order will ship directly from the manufacturer, with the full manufacturer's warranty. All items are new; we do not sell used items.

Our office is located in Miami, Florida. Our kennels, however, ship directly from the manufacturers in California and across the U.S., which saves you time and money. If you would like to order an Rhino Kennel, Rhino Panel, or some other product, you may order online and pick it up in Hesperia, CA which is near Los Angeles. To schedule a pickup, please order online as usual, then send us an email stating you would like to pick it up and we will notify you when your order is ready which is usually 1-2 business days if your item is in stock.

Once you place your order, we will only authorize the amount on your card/PayPal. This is not a charge. We will then verify stock and immediately let you know if your order can ship out right away. 

Inventory is very fluid, so we recommend you not wait if you are looking to purchase one of our items.

Depending on where you are in the U.S., delivery usually take 5-7 business days (please see our Shipping & Return Policy section for additional information). 

I just placed an order--can I change the address?

Because all orders go through Signifyd fraud protection for your security, absolutely no address changes can be made on an order. Address changes are one of the primary red flags of bank cards and fraud-guard systems.

If you still need to change the address, you will need to cancel the order and place a new one with the correct address.

We can accommodate most shipping needs. Since our rates are agreed-upon with our carriers, anything out of the norm will likely incur a small increase in shipping costs. Expedited shipments can get to you in as little as two business days, depending on your location.

Yes! DensAndKennels.com is authorized dealer and only carries brands that we are 100% authorized to sell. This means you get the full warranty with every purchase. In fact, all of our products are shipped directly from the manufacturer themselves, which saves you both time and money! We are an authorized dealer for DenHaus, Grain Valley, Havis, Little Cottage, Lucky Dog, MIM Variocage, Owens Products, Rathman & Co, Rhino Kennels, and many more top brands.

No, at the present time we do not. 

Due to the intricacies of custom regulations, we only ship large orders to Canada. If you are looking to place a larger order for Canada, please reach out to us and we will enable a Canada custom cart checkout link. 

Please note you will be responsible for all customs broker fees and duty taxes. 

All of our items are brand new with full manufacturer warranties, as we are an approved & licensed dealer based in Miami. We do not have any items for rent. 

Since we ship directly from the manufacturer, if it is out of stock with us, it is out of stock with the manufacturer nationwide.

The only way to obtain an out of stock unit is to go to a local pet store in your area in hopes they carry a physical unit.
In these instances, however, we recommend you NOT WAIT. We will gladly take a backorder and reserve a future unit for you, as many arrive in VERY LIMITED quantities and often sell out on backorder before they are even back in stock. 

Much as we strive to offer absolutely free shipping during our promotional periods, there are some locations where we cannot offer free shipping. These are usually states such as Hawaii and Alaska, but not limited to these, as well as locations with restricted access (ie islands, heavy metro areas, hotels), rural areas, or locations which a carrier may deem remote or difficult to get to. Coast-to-coast shipping may not be covered under our free shipping policy, as we strive to obtain the fastest route to prevent item breakage and deliver exceptional customer satisfaction. 

*Any Lucky Dog/Rhino Kennel deliveries to NY or FL ARE considered distance shipping, as the suppliers are located in Oregon and California, and we will ONLY use premium carriers to ship there to prevent the high likelihood of damage. Distance shipping is not limited to NY or FL. 

If you feel you are in such a location, please feel free to contact us to make sure. We will still provide a credit for shipping in these instances. If you place an order and we find that you are in such an area, we will immediately contact you with all available options. 

You will receive a notification that we have received your payment. Once your item has shipped, you will also receive an email notification with your tracking number. 

For curbside deliveries, which is the default for all orders, the delivery driver will pull up to the delivery address, open the gate to his truck, and allow you to remove the item from the truck. It is recommended that multiple people lift the item from the truck together, as many of our items are several hundred pounds. If you are unable to remove the item from the truck, an upcharge may be added for use of a lift gate.

If you know you won't be able to remove the item without a liftgate, see below.

When you add an item to your cart and checkout, you will be given the choice to Add Liftgate Service.

If you are ordering multiple units (usually 3+), or items from different manufacturers, it may be necessary to use the liftgate more than once. The reason for this being that some items ship from multiple warehouses using different carriers. We will promptly let you know if this is case.

When this service is requested on a shipment going to a business, the carrier will take the freight into the storefront for delivery. On a residential delivery, the carrier will take the shipment onto the property, or into the garage of the residence. They will not necessarily deliver inside the front door, but rather at the front door. Please note this is the case with any shipment from any company and is a carrier policy, not our own.

When a driver delivers to a specific room in a house or business (for example a basement or 2nd floor), the requested service is known as White Glove service. Since this is very time consuming, only specific shipping companies offer white glove service. If you require white glove service, please let us know.

Not all white glove quotes will be the same, since not all home deliveries are the same. Number of stairs, corridors, etc may require a different quote and we will let you know if this is the case.

Thank you for visiting Dens & Kennels and we look forward to helping you!