We stand behind the quality of every product we make. That’s why we offer a simple, comprehensive warranty—because your peace of mind matters to us. When you trust our products, you’re trusting us, and we’re committed to earning that trust every day.
Please visit our Warranty Center to submit your claim or contact our Customer Support team for any questions.
If any of our products have a manufacturing defect, you will receive a no-questions asked, completely free exchange (we will cover all costs including shipping and handling). The manufacturing warranty is valid for 120 days from the date of your purchase. Please note that beyond 120 days, we assume that the damage is due to expected wear and tear associated with pet products rather than a manufacturing defect.
Please note that manufacturing defects cannot be attributed to normal wear and tear caused by regular use, excessive use, or product abuse.
Please visit our Warranty Center for any claims that are not related to manufacturing defects.
What Is the Process To Submit A Peace of Mind Warranty Claim?If at any time during the lifetime of your pet, you require a replacement for the product, please visit our Warranty Center to submit a claim. Please note that as part of your warranty claim, you will need to upload a photo clearly showing the reason for the replacement, along with providing a valid reason for your claim. Valid reasons for a replacement include: damage to the product, manufacturing defect (identified after 120 days) or the need to update the photo, address, or phone number on your pet tag.. Please note that the life-time warranty does not cover lost items.
Once I Receive A New Replacement From The Peace of Mind Warranty, Do I Receive Another 120 Days Of Manufacturing Warranty?Yes! The new product you receive will also be covered by the 120 days of manufacturing warranty. However, please be aware that although you will have 120 more days of the manufacturing warranty, the warranty will not be available on the newly replaced product.
Can I Replace Customized Products Like The Pet ID Tags?Yes! We understand that this is unprecedented in the industry as most companies do not replace custom items, but we want to offer you the best possible warranty that we can. You get 1 free, lifetime replacement for any product that you purchase (except consumable products such as our poop bags).
Can I Update The Information On My Tags As Part Of The Warranty?Our warranty covers structural damage to the tag. However, it does not extend to updates or modifications of the information on the tag. Should you require changes to the tag's information including address changes or a new photo, this would be treated as a new product and, therefore, would not be covered under the existing warranty.
Does The Warranty Policy Cover Consumable Products Such As Poop Bags?Unfortunately no. The Warranty policy only applies to any products that we sell that are not consumable.
Under The Peace of Mind Warranty, Can I Upgrade Features On Any Of The Fabric Products?Unfortunately no. Since various upgrades on a fabric item such as the ultimate buckles or adding an additional leash handle have difference prices, you will not be able to upgrade these features. The Warranty will provide you with an identical fabric product. However, it is highly likely that the design you purchased was a limited-time/limited edition design that is not available any longer. In such cases, you will receive store credit for the exact amount that you paid originally for that product (including discounts). Please keep in mind that the store credit does not include the shipping cost. Once you receive the store credit, you will be able to purchase a similar product in our store with a new design. You will just need to cover the shipping cost (just like you would need to if you were getting a warranty claim fulfilled).
What Qualifies For The Manufacturing Warranty?Please note that you will need to provide a photo of the defect, that our team will manually examine before we can process your manufacturing warranty claim.
Our tags are designed to last you for 15 years or more, but if for any reason, they break within the first 120 days from the date of your purchase, this will be qualified as a manufacturing defect. Breaking includes jump ring falling off due to not being closed properly, lenses popping out, damage to the frame due to a manufacturing defect or damage to the print. Please note that chewing or intentional damage will not be covered.
Valid manufacturing defects include: stitching coming off and buckles or clips breaking. Please note that discoloration of the fabric or scratches on the fabric will not be covered as this is considered normal part of wear and tear associated with fabric products for pets.
What Does Not Qualify For The Manufacturing Warranty?Any signs of intentional damage, improper use (such as attaching a leash clip to the tag ring and stretching the ring), and excessive abuse will not be covered.
If I Submit A Manufacturing Defect Claim, Will This Void My Warranty?Absolutely not! We will replace the product free of charge (and cover shipping for you).
We reserve the right to deny any Warranty Claim if we believe the claim to be fraudulent or abusive of our system. Please realize that this also hurts the animals that we try to help!
Our Warranty Center is the easiest and fastest way to submit your warranty claim. But if you require further assistance, please don't hesitate to Contact Us and we will be more than happy to assist you.
