Frequently Asked Questions

1. What is your guarantee and return policy?

We want happy customers, so our guarantee to you is that if you do not believe Retract-A-Gate is the best baby or pet safety gate you have ever owned, we will refund your purchase price (minus shipping charges); just contact us within 30 days of purchase. We accept returned product which is in a clean and re-sellable condition and within 30 days of the purchase date. You must first contact our customer service department for a Return Merchandise Authorization (RMA) number. The product must be returned in the original packaging accompanied with all parts and accessories. Also, please include a copy of your e-mail order with your RMA number, plus a note with a reason for your return. Once received, a credit will be given for the purchase price, shipping expenses are not covered.

2. What are the measurements of Retract-A-Gate?

We offer two Retract-A-Gate models designed to accommodate openings up to 52 and 72 inches wide. The distance between the points where the brackets mount must not exceed this distance. The height of the mesh is 34 inches and the total height to the lock on the reel portion of the gate is about 38 inches. When completely retracted, Retract-A-Gate is less than 4 inches wide.

3. Do you offer a gate which opens wider than 72 inches?

Not at the present time. Our maximum opening is 72 inches, which is longer than most safety gates on the market. We also do not make custom gates.

4. Can Retract-A-Gate be used at the top of stairs? If so, can it be mounted to stair spindles or banister poles?

Yes, Retract-A-Gate is certified for use at the top of stairs and can withstand a push out force of 200 pounds. On each side of the opening, the bottom brackets mount at about 3 inches off the floor and the top brackets mount at about 31 inches off the floor. The brackets require a flat surface of 2.5 inches to mount to. If your spindles or banister offers this space then there should be no problem mounting the brackets. If this space is not available or you prefer not to put screws into your posts, then our Banister Adapter Kit is what you will need. Please see our Users Guide for further details.

5. Does Retract-A-Gate come in multiple colors?

No. The color of Retract-A-Gate is Cafe Latte (light tan), which is a great “goes with everything”,
neutral color. This color was specifically chosen because it blends well with all decors and most importantly does not show fingerprints, smudges, or dirt the way white does. Early on we tested white and found several drawbacks; namely that white shows dust, dirt, and fingerprints much more than Cafe Latte. A white gate definitely looks much worse after outdoor use where dust and dirt are unavoidable. Additionally, most of our customers prefer the Cafe Latte color because it blends better with natural woodwork, molding, etc. and has a rich, upscale look.

6. How does Retract-A-Gate work?

After installing the Retract-A-Gate brackets, simply attach the gate to either side of the doorway by fully snapping the gate in place into both brackets. Retract-A-Gate has a locking mechanism on it, so once you pull the mesh across and hook it in place, you then lock the gate. This keeps the gate from being pulled out or pushed down. The lock is a double acting and very secure, but simple, push and then turn mechanism. When you want to retract the gate, simply unlock and then unhook the handle rod from the brackets. The mesh will automatically rewind easily and smoothly, no manual winding is required. The whole process is very easy, can be done with one hand, and only takes a few seconds to do. Please see our Users Guide page for further details.

7. How does the gate retract?

Retract-A-Gate uses an internal spring mechanism to automatically rewind the mesh. The mesh can only rewind when the lock has been moved to the open position; preventing any inadvertent retracting of the mesh. The action of the gate as it retracts is smooth, steady, and quiet. Once it is fully retracted, the mesh and handle are neatly contained. If the gate didn't automatically retract, we found that people would be more apt to let it flop or lay on the floor. This would present a trip hazard and would be unsafe. Retract-A-Gate is the ONLY retractable safety gate which retracts easily, quietly, and automatically. We went to great lengths to engineer and design Retract-A-Gate for safety AND convenience and are confident that you will be satisfied with it.

8. How is Retract-A-Gate different than other safety gates?

Compared to the other retractable safety gates on the market, Retract-A-Gate is the only retractable gate which offers the best combination of safety, durability, ease-of-use, and easeof- installation. Retract-A-Gate can truly be operated with one hand, offers a smooth, QUIET operation, and can be used in multiple locations using an additional set of brackets. Retract-A-Gate was designed, engineered, and thoroughly user tested. Features like our mounting brackets, tough mesh, and locking mechanism set Retract-A-Gate apart as the only retractable safety gate to offer a great balance of usability and durability. Retract-A-Gate is also unique in that its operation is quiet; you don't need to worry about waking up your baby or just simply being annoyed by a noisy gate.

Retract-A-Gate is also one of the tallest gates available, so it presents another challenge to children in that they cannot even reach or see the lock; the extra height also deters them from trying to climb over the gate.

Retract-A-Gate can accommodate larger openings (up to 72 inches), is designed to work both indoors and outdoors, and is engineered for children AND pets (both dogs and cats). Retract-A-Gate offers the most durable mesh on the market to be able to stand up to extended use by cats and dogs.

Retract-A-Gate is the ONLY retractable safety gate which holds a U.S. Patent and is 100% manufactured in the U.S.A.

Retract-A-Gate is certified for use at the top of stairs whereas pressure mounted gates cannot be certified for top of stairs applications - since they are just not as secure or as safe as a securely mounted gate like Retract-A-Gate. The only way to make a safety gate truly secure is to mount it with screws, which is what our brackets require. The most noticeable advantage Retract-A-Gate has over these bulky gates is that it automatically retracts into a small roll when not in use. Another benefit is that Retract-A-Gate is less likely to injure a child or pet if they fall into the mesh compared to a metal or wood gate.

Most gates are only for indoor use, always in the way, difficult to use, only good for relatively narrow openings, and some have a bottom bar across the floor which is a trip hazard. People end up trying to step over these old style gates as they are just too difficult to use, which is dangerous.

9. Can Retract-A-Gate be used outdoors?

Yes. The materials used in Retract-A-Gate are very durable and have been designed for a variety of uses. Retract-A-Gate has been extensively tested in both rainy and hot summers. We have also tested it outside during a full northern winter with flawless results. Now, with that said, we do recommend you bring the gate inside during freezing temperatures and anything, including Retract-A-Gate, which is left outside will have a reduced life compared to only indoor use; but you can feel confident that it will stand up well to outdoor use. One thing to be aware of is that some fading or degradation due to extended sun exposure is possible. Because of this, we recommend bringing the gate indoors when not in use.

10. What if I have a baseboard or want to mount it under a counter top?

If you're mounting the gate to an area on the wall where there is a baseboard, then it is recommended to put a small spacer board (the same thickness as the baseboard) under the upper bracket. This keeps the gate perfectly parallel to the wall and allows it to operate optimally. You can purchase a 5/8 inch Wall Spacer Set from our Buy Now page. The spacers can also be used for both the top and bottom brackets if you wish to mount the gate where there is a small counter top overhang. The spacers effectively move the gate out away from the counter's edge to provide clearance. See FAQ #19 for more information on the Wall Spacer Set.

11. Do you combine shipping if I order more than one gate or an extra set of brackets?

Yes, we offer combined shipping rates and additional Wall Bracket Kits or Wall Spacer Sets can usually be included with gates for no additional shipping charges. Please refer to our shipping calculator for detailed shipping costs.

12. How much is shipping to (insert your city here), and how do I use your shipping calculator?

We ship Retract-A-Gate direct to all 50 states, Canada, and Puerto Rico. We use both USPS (US Mail) and UPS and offer both standard and expedited service. Standard delivery times are about the same with both methods; however UPS offers more reliable tracking. To calculate your shipping costs go to our Buy Now page and enter in the quantities of gates and accessories you would like. Then click "Proceed to Checkout" at the bottom of the page which takes you to the final checkout screen. Towards the bottom will be some initial shipping estimates based on a central US destination. To see an accurate estimate, enter your state/province, country, and postal code then hit your ENTER key. Accurate shipping costs will be returned to you and there is no obligation to buy anything at that point. For international customs fees, click the link above the shipping estimates for more details.

13. How do I clean Retract-A-Gate?

Retract-A-Gate may be cleaned with mild soap and water as needed.

14. Can Retract-A-Gate be mounted to drywall without any wooden casement or trim?

Yes, you can mount Retract-A-Gate to drywall. It is recommended to mount the brackets to the stud behind the drywall. Each bracket has two screws which are spaced a little over two inches apart. Since a normal wall stud is 1.5 inches, you will need to use a special heavy duty wall anchor for one screw; which we offer on our Prices page. Please refer to our Installation page for further details.

15. Will my pet be able to get under the gate?

Retract-A-Gate has been used with just about every breed of dog and has performed very well. There are some breeds of very small dogs which are inclined to burrow and dig. For these types of dogs, a rigid metal gate may be your best option. For all others, here are some suggestions for proper use of Retract-A-Gate to keep your pets contained:

1. Make sure to lock the gate by pushing and turning the lock. This will keep the mesh taut and help prevent your pet from pushing the mesh open.
2. Be sure the bottom of the gate is against the floor and is not mounted up off the floor. When in use there should be no more than about 1/4 inch of gap between the bottom of the mesh and the floor.
3. If you have the gate mounted near a step, make sure the mesh/gate is at least six inches back from the top of the step. Being close to a step can sometimes create a wider or more inviting gap that pets can push through.
4. When the mesh is extended and locked, both the top and bottom should be tight with no slack. If there is some slack in the bottom it probably means the bottom brackets are spaced too close to each other (compared to the upper brackets). Adjust accordingly to remove the slack.

16. Will my pet/child be able to jump or climb over the gate?

With a mesh height of 34 inches, Retract-A-Gate is one of the tallest gates available. When locked, the mesh is held taut, so that it cannot be pushed down. Retract-A-Gate does not have any large openings or places where kids can step up onto, so climbing over the gate would be very difficult. We have many customers using Retract-A-Gate successfully with cats. Most cats are usually inclined not to jump up and over things; they want a flat surface to land on first before they jump back down. Since Retract-A-Gate does not offer a "ledge" for them to jump up to, most cats will not jump over the gate. Dogs are a little different however; if your dog loves to jump and can jump over a three foot fence, you will need something taller. Also, we are unaware of any pets being able to climb over the gate.

17. What is the mesh fabric made of and how durable is it?

The material used for Retract-A-Gate is a vinyl and polyester composite mesh screen. It's very durable and is stronger than nylon, yet still allows you to clearly see through it. In other applications this same mesh is used for truck tarps to hold down cargo. The mesh material is UV, mildew, and highly scratch/claw resistant and has been proven to stand up to tough use by cats and dogs. As tough as the mesh is, it will not have a long life if used for pets with behavioral problems or ones which incessantly scratch and bite. For pets (namely dogs) with these issues, we recommend you use a rigid steel gate.

18. Do I need the Additional Wall Bracket Kit?

Each Retract-A-Gate comes with one gate plus a Wall Bracket Kit which includes the mounting brackets and hardware necessary for one installation. For a normal installation, no other parts should be needed. The mounting brackets of the Wall Bracket Kit are the universal mounting brackets which allow you to mount Retract-A-Gate within a doorway, around a doorway on the wall, to a baluster or banister post, as well as most other installations.

If you only need to block off one area at a time and would like to be able to quickly move Retract-A-Gate from one area to another, the optional Wall Bracket Kit will allow you to do that without purchasing another gate. Retract-A-Gate can be unsnapped from the brackets and moved in seconds to the other area. For baluster or banister and stair installations, please refer to FAQ #4 in this section which addresses this in more detail.

19. Do I need the Wall Spacer Set?

Retract-A-Gate must be mounted so that the horizontal distance between both upper brackets and the horizontal distance between both lower brackets is equal. The reason for this is if the horizontal distance between upper and lower brackets is different, the mesh will not fit tight on either the top or bottom of the gate. This will also cause the gate to be more difficult to hook and unhook from the brackets.

Generally, the spacers can be used in one of the two following scenarios:

1. If Retract-A-Gate is mounted where there is a 5/8 inch thick baseboard, and the baseboard is more than 4 inches tall, the spacer should go under the upper bracket while the lower bracket can be mounted on top of the baseboard.
2. If the baseboard is less than 4 inches tall, the lower bracket should be mounted immediately above the baseboard with a spacer and the upper bracket should also be mounted using a spacer.

If the spacers were not used in the second scenario, the brackets would be too close to the wall and the gate may interfere with the baseboard. Each Wall Spacer Set contains two spacers.

20. Can the Retract-A-Gate be installed at an angle?

Yes, Retract-A-Gate can easily handle an angled installation. For the best security the openings of the brackets should face away from the gate.

21. What additional charges will I pay to ship to Canada?

The only additional charges would be the normal Canadian tax which would need to be paid whether you bought a product in Canada or shipped from the U.S. If you ship using U.S. Mail, a customs brokerage fee of $5.00 which would be paid when you pick the item up at the post office is also required. If you ship using UPS, a higher brokerage fee based on the order value, will be due and is typically between $30-$60.

22. Can I get a sample of the mesh fabric to see how tough it really is?

Yes, just send an e-mail request to our Customer Service department with your name and address and we will be more than happy to send you a small fabric sample.

23. Retract-A-Gate is “JPMA Certified”; what does that mean?

The Juvenile Products Manufacturers Association, Inc. (JPMA) is a national trade organization formed in 1962 that is dedicated to educating consumers on the safe use and selection of juvenile products. JPMA developed an extensive Certification Program to help guide consumers toward purchasing juvenile products that are built with safety in mind.

To become JPMA Certified, Retract-A-Gate was professionally tested by an independent testing facility for compliance with the specific American Society for Testing & Materials (ASTM) standards. Once a product passes the tests, JPMA allows the manufacturer to label it with the JPMA Certified Seal.

To promote the safe use and selection of products for baby, JPMA publishes “Safe & Sound for Baby,” a brochure which outlines safe product usage and safety measures for the home and car to help ensure baby's safety.

24. Why is Retract-A-Gate specified for ages 6 through 24 months?

6-24 months is an age range which most safety gates are certified for. The common belief by the testing organizations is that beyond 2 years, children start to become strong enough, and smart enough to open most gates. A small child (under say 6 years old) probably wouldn’t figure out the lock unless they were shown how…since you have to push down and turn at the same time. (Kind of like those child-proof caps on medicine bottles.) Retract-A-Gate is engineered and designed to be very easy for adults to operate, but would be difficult for small children to open.

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