FAQs
Answers to the questions we hear most often about orders, shipping, setup, and our GPS trackers. If your question is not here, email us and we will answer you directly.
Orders and payment
Which payment methods do you accept?
We accept PayPal and credit or debit cards. Card payments are processed by PayPal. If you would like to use another method, email us before you order and we will confirm what is available.
Can I change or cancel my order?
Email us as soon as possible with your order number. If your order has not shipped yet, we can usually cancel it and refund you in full. Cancellations and refunds are covered in our refund policy.
How do I track my order?
When your order ships, we email a tracking number to the address you used at checkout. If it has not arrived, the delivery information page explains what to do next.
Shipping and delivery
Where do you ship?
We ship to the United States and Canada only, and shipping is free on all items. We do not ship to other countries.
How long does delivery take?
Standard transit time is 6–8 business days. That counts business days only: Monday to Friday, excluding weekends and public holidays.
A) We do our best to meet the promised delivery time. Please note that our warehouse works on business days only, so the ETA may shift by a day or two. If anything changes, we will let you know proactively.
B) A phone number is required for delivery. Please leave a correct email address on your order so the order confirmation and shipping confirmation reach you.
Setup and the app
Which app do I need?
Our GPS trackers use the Tuya app, which is free to download for iOS and Android. Pairing steps for your model are in the manual included with the tracker, and you can also follow our setup walkthrough.
Do I need a subscription?
Cellular tracking needs a data plan. Every tracker includes a removable SIM card and the first year of cellular service. Starting in the second year, the service has to be renewed once a year. The app itself is free to use.
How do I renew the cellular service?
Renewal goes through our cellular service renewal listing, which shows the current price for one year of service. After you place the order, email us the SIM card number and we will renew the plan so your tracker keeps working. This is a digital service; no physical SIM card is shipped.
Will the tracker work outside the United States and Canada?
No. The tracker works in the United States and Canada only. Our training collars do not use a SIM card, so you can take them with you when you travel with your pet.
Products and compatibility
Which trackers are eligible for cellular service renewal?
The renewal service is available for C08, C08P, and C08PX pet GPS trackers sold in this store.
Do the training collars need a subscription?
No. The training collars we sell use a handheld remote, so they do not need a cellular plan or a subscription.