We want every CollarIQ to arrive quickly, in perfect condition, and to be loved by you and your dog. Here's everything you need to know about how we ship, how returns work, and what's covered under warranty.
Shipping
- Free standard shipping on every US order, no minimum.
- Orders placed before 1pm PT ship the same business day; otherwise the next business day.
- Standard (free): 3–5 business days via UPS Ground or USPS.
- Express ($15): 1–2 business days via UPS 2nd Day Air.
- Overnight ($35): next-business-day delivery, ordered before 1pm PT.
- International: we ship to 30+ countries via DHL Express. Duties and import taxes are calculated at checkout (DDP) so there are no surprises at delivery.
You'll get a tracking link by email within 24 hours of dispatch. Carbon emissions for every shipment are offset through Pachama-verified reforestation projects, at no cost to you.
30-Day Risk-Free Trial
Try CollarIQ for 30 days. If you or your dog aren't delighted, send it back for a full refund — no restocking fee, no questions asked. We cover return shipping for all US customers. International returns are eligible for a refund of the product price; return shipping is the customer's responsibility.
How to start a return
- Email support@collariq.pet with your order number, or start a return from your account page.
- We'll email you a prepaid return label (US) within one business day.
- Pack the collar, charger, and box. Drop the package at any UPS or USPS location.
- Once received and inspected (1–2 business days), we issue your refund to the original payment method. Most customers see the refund within 3–5 business days.
Exchanges
Need a different size or color? Reply to your order confirmation and we'll ship the replacement the same day — no need to wait for the return to arrive.
Damaged, Defective, or Wrong Item
Contact us within 7 days of delivery with a photo of the issue and we'll replace it immediately at no cost. We'll also include a prepaid label for the original.
Hardware Warranty
Every CollarIQ collar includes a 1-year limited warranty against defects in materials and workmanship under normal use. CollarIQ Care ($29 at checkout) extends warranty to 2 years and adds one accidental-damage replacement, covering things like a fall down stairs or a swim that found its way into the seal.
The warranty does not cover:
- Loss or theft of the collar.
- Chew damage from your dog or other animals.
- Cosmetic wear (scuffs, scratches, faded webbing).
- Damage from unauthorized repair or modification.
- Use outside the product's specifications (e.g., extreme heat above 60°C).
Subscription Refunds
Monthly subscriptions are not refundable for past periods. Annual subscriptions can be canceled for a pro-rated refund within the first 30 days. After that, you can cancel any time and keep access through the end of the paid period.
Address Changes & Delivery Issues
Need to change an address? Email us within 30 minutes of ordering and we'll do our best — once a label prints we can't reroute. If a package is marked delivered but you can't find it, please check with neighbors and the carrier first; we'll help open an investigation if it doesn't turn up within 2 business days.
Contact
Email support@collariq.pet or chat with us 9am–9pm ET, 7 days a week. Average reply time: under 2 hours.