Support

After-sales service

1) Email Customer Service
Please email support@patpet.com, and attach

  • Product purchase channel and order number, such as Amazon, walmart, chewy
  • Product model &  serial number (back of the machine)
  • Details of the problem, such as not turning on, not pairing, etc.

Our after-sales team will reply to your email within 24 hours. If you do not receive a reply, please send it again.



2) Phone Customer Service
You can call Ph#:1-855-888-9922 (9:00 a.m.-5:00 p.m, Mon.-Fri.) and tell us the following information, the phone customer service will handle for you

  • Product purchase channel and order number, such as Amazon, walmart, chewy
  • Model & serial number (back of the machine)
  • Details of the problem, such as not turning on, not pairing, etc.

(Please make sure to have the above information ready in advance. You can keep the machine handy for troubleshooting by telephone customer service)

 

Tutorial Guide

  • Instruction manual. Each product is shipped with an instruction manual for reading. If you lost it, view here.
  • Video Tutorial. Look up the channel "Patpet Collar" on YOUTUBE, then enter the model number you purchased, then you can get videos what you want.

 

Return

We have a 30-day return policy, to be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at service@patpet.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at service@patpet.com.

 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.