Frequently Asked Questions
Everything You Need to Know
Before You Order
Whether you’re ready to customize your dog’s dream crate or just browsing our
handcrafted furniture, here are the answers to the questions we hear most.
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What is the lead time?
Our lead time refers to the time from when you place your order to when it’s ready for shipping or pickup.
Typically, production takes 4–6 weeks.
If, for any reason, your order falls outside of that range, we will notify you promptly.
Shipping Time:Once your crate leaves our workshop, shipping typically takes 6–10 business days. We work with a third-party logistics company for delivery, so transit times may vary slightly. Once your crate ships, you’ll receive carrier information, tracking details, and the shipper will contact you directly to schedule your delivery window.
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How much is freight?
We do not profit from shipping costs.
Freight charges vary depending on the product and your location. For dog crates, freight typically ranges between $250–$500.
Final shipping costs will be calculated during checkout.
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Where do you ship?
We currently ship to addresses within the continental United States (the lower 48 states). Unfortunately, we are unable to ship to Alaska, Hawaii, or international locations at this time.
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What is curbside delivery?
Curbside delivery means the freight company will deliver your crate to the front of your property using a lift gate.
They will:
- Lower the crate to the ground
- Leave it curbside or in your driveway
They will not:
- Unpack or remove the wooden crate and pallet
- Move the crate inside your home
Tools Required for Unpacking:
You’ll need a screwdriver or drill with a Phillips head bit to disassemble the shipping crate.
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Can I pick up my crate instead of shipping?
Yes! If you’d prefer to pick up your crate and save on freight, you’re welcome to do so. Our pickup location is:
Dog & Crate
- 1216 Hanover Lane
- New Braunfels, TX 78132
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What is the space between the bars?
- Medium Crate: 1.5"
- Large Crate: 1.65"
- XL Crate: 1.7"
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What if my dog destroys the crate?
We understand that dogs can sometimes be unpredictable.
While we design our crates to resist chewing (with interior metal chew guards and weatherproof LVP flooring), we cannot guarantee against all damage caused by determined chewers and are not liable for chew-related damage.
Helpful Tip:
There are excellent training resources available online for dogs who struggle with crate chewing. We recommend exploring those to ensure success!
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How accurate are the pictures on your website?
All product images on our website are of our actual work—no heavy editing, no staged lighting tricks.
Please note:
- Each crate is handcrafted from natural hardwood
- Wood grain patterns and stain absorption may vary slightly from piece to piece
- Slight natural variations are part of the beauty of working with real materials
Rest assured, every crate meets our high standards for quality and finish.
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What materials are your dog kennels made from?
We use furniture-grade hardwoods, specifically:
- Poplar
- Hevea
- Alder
No particleboard. No veneers. Only solid, high-quality hardwoods built for strength, beauty, and lasting use.
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How durable are your finishes?
Our finishes are designed to stand up to everyday life with dogs. Each crate is sealed with a premium topcoat that resists scuffs, scratches, and moisture—making it easy to clean and maintain. We use furniture-grade paint and stain, selected not only for beauty but for long-lasting durability in real homes with real pets.While no finish is completely indestructible, especially with determined chewers, our designs include chew-resistant metal guards and waterproof flooring to help your crate look beautiful for years to come.
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How do I care for the crate?
Our crates are sealed with a durable, furniture-grade finish that makes cleaning simple.
- For routine cleaning, wipe down the surface with a soft cloth and mild soap or wood-safe cleaner.
- Avoid abrasive scrubbers or harsh chemicals that could damage the finish.
- The luxury vinyl flooring is waterproof and easy to clean—just wipe or mop as needed.
- If your crate has a stained top, treat it like you would any fine furniture: clean spills promptly and avoid prolonged exposure to moisture.
With regular care, your Dog & Crate piece will stay beautiful for years to come.
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What size crate do I need?
Choosing the right size crate depends on your dog’s breed, weight, and dimensions. To make it easy, we’ve created a detailed [Sizing Guide] that walks you through how to measure your dog and find the perfect fit.
Click the link above to explore crate dimensions, example breeds, and fit tips.
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Do you take customer orders?
At this time, we do not accept custom orders.
We've carefully curated our collection to focus on timeless designs, standardized builds, and streamlined craftsmanship—ensuring every piece meets our highest quality standards.
If you're looking for something in particular, we invite you to explore our current offerings, which have been thoughtfully designed to complement a wide range of homes and dog breeds.
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Can I update my order after it’s placed?
If your crate hasn’t gone into production yet, we may be able to help. Contact us as soon as possible, and we’ll do our best.
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What are your payment and return policies?
For full details on payment options, return eligibility, and shipping terms, please visit our [Payments & Returns] page.
We’ve outlined everything there to help you feel confident and informed before placing your order.
Contact Us
Still Have Questions?
We’re happy to help!
Email us anytime at sales@dogandcrate.com or visit our Contact Us page.
