Frequently Asked Questions
Q: Do you have optional extension panels for your Freestanding Pet Gates?
A: Richell’s Freestanding Pet Gates do not have optional panels for purchase. These gates were specifically designed to stand at the overall width and depth for safety reasons. Adding panels is not recommended as this could compromise the overall integrity of the gate’s design.
Q: Do you have optional extensions for your One-Touch 150?
A: Richell’s One-Touch Pet Gate 150 does not have optional extensions for purchase. This particular gate is designed to expand to an overall width of 60-61” only. The two side panels that come with this gate are not designed to hold additional panels like the regular One-Touch Pet Gate.
Q: I just received my One-Touch Pet Gate and it has a gap between the frame and the gate door that doesn’t look right, is it defective?
A: At first glance, your One-Touch gate will have a “V-shaped” gap between the gate door and the main frame. This is not a defect. This gap will close properly as you tighten the Adjuster Knobs. The Adjuster Knobs are designed to control the entire set up of the gate once the Adjuster Bolts and extensions are set in place. This is part of the overall design of the tension-mount gate. For more information, see our video "How to Install the One-Touch Pet Gate”.
Q: How do you pronounce Richell?
A: Richell is pronounced “Rich · el”. “Richell” is derived from the word “Rich” as in premium and luxurious; and “Well” as in high-quality and faith.
Q: Can I order a custom-made gate?
A: Richell USA does not manufacture products on a custom-made basis for individual customers. Richell USA can however offer a product as an exclusive item to retail buyers.
Q: Where can I buy your products?
A: Richell products are available for online/catalog purchasing. For a complete listing of available links to sites/catalogs, click here Where to Buy.
Q: How Can I Sell Your Products in my Store?
A: Richell USA welcomes all interested business partners, who may purchase directly from RUSA following submittal of a credit application and subsequent credit and reference background check. We may also elect to refer you to a distributor of our products. For more information on how to become a Richell USA business partner, click here Become a Dealer.
Q: How much space is between the wire on your Freestanding Pet Gate?
A: The approximate width between the wire slats on all of our Freestanding gates is 1.25”; the wire gage is 7 Gage or 0.144".
Q: What kind of wood is used to make your pens?
A: All of Richell’s wood products, including our pens, are made from eco-friendly rubberwood. For more information about the benefits of our #1 choice of wood material, click here Sustainable Rubberwood.

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Q: Do your products have a warranty?
A: Richell USA, Inc. offers a Standard 90-Day Warranty. This warranty is determined by the date of purchase and extends 90 calendar days beyond. No additional warranties apply.
Q: Can I order a new gate handle for my One-Touch Pet Gate?
A: Yes, and Richell USA offers many other replacement parts for purchase if you’ve had your product for longer than the standard 90-day warranty period. Richell accepts Visa, Mastercard and American Express. For order information click here Parts.
Q: Can I order replacement parts?
A: Yes, and Richell USA offers many other replacement parts for purchase if you’ve had your product for longer than the standard 90-day warranty period. Richell accepts Visa, Mastercard and American Express. For order information click here Parts.
Q: Where do I return my product and get a refund?
A: If you are unsatisfied with your purchase for any reason, please DO NOT return it to our corporate office. Contact your place-of-purchase and make arrangements through them for your product return and refund. Because Richell is the manufacturer of the product and not the retailer, we are not authorized to provide a refund.