Our Promise
We will always go the extra mile to ensure that you are completely satisfied with the purchase. If you are not satisfied with your purchase and would like to request an exchange or return, please read below.
Our Goal is to ensure that customers are completely satisfied with their purchases. If you are not satisfied with your purchase and would like to request an exchange or return, please note the following.
Returns Policy
If you changed your mind you may return your TrackiPet within 30 days from receiving your order for full refund less associated shipping and handling fees. This is subject to the terms and conditions below.
Merchandise must be returned in its original condition and packaging with all components included. If you fail to return all items, Tracki may charge you up to the equivalent of $25 additional restocking fee as necessary, since we have to pay for the missing components and repackaging. You are required to include the original receipt as proof of purchase.
Should your item be determined to be defective after contacting our customer care department, Tracki Inc, will ship out a replacement TrackiPet device within 48 hours and assist you with the activation.
Request an RMA# (Return Merchandise Authorization) number from TrackiPet Customer Support here. Customer support will provide you with return information.
Package products and write your name, email, the RMA number + your order number on a note in your package placed outside of the box and send to the provided address. Please do not mark anything on the box itself.
Please allow 14 days for RMA and refund to be processed.
Any unit damaged by misapplication or abuse will not be accepted for return. Our products are factory tested prior to shipping, so please ensure you have followed activation instructions and contacted customer care before requesting a return authorization.
Subscription (Data Plans) Refund Policy
Please understand that we PREPAY our cellular partners to provide the data connection to your device at the beginning of each term. Cellular providers will not refund us for these fees. This is similar to when you sign up for a cellular plan, even if the cellular phone isn't used you will still be charged. This then is the basis for the company's REFUND POLICY.
This refund policy outlines the conditions and procedures for requesting a refund for your subscription. Please read this policy carefully before initiating any refund requests.
Eligibility for Refund:
1.1 Subscription (Data Plans) are refundable within 30 days of purchase as stipulated in the return policy.
1.2 Only payments made within six (6) months from the call date are eligible for a refund.
1.3 The services associated with the subscription must be unused within a specified timeframe for a refund to be considered.
1.4 Refunds are limited to a maximum of one (1) month's worth of services per subscription.
1.5 Long-term plans of 6 months and above are only refundable within the 30 days of purchase.
Discretionary Refunds:
2.1 Refund requests falling outside the criteria mentioned in section 1 are subject to company discretion.
2.2 The company will assess such refund requests on a case-by-case basis, considering factors such as exceptional circumstances and the length of the subscription.
Refund Process:
3.1 To request a refund, you must contact our customer support team via the provided communication channels.
3.2 Please provide the necessary information, including your account details, reason for the refund, and supporting documentation.
3.3 Refund requests will be processed within a reasonable timeframe, usually within 3-5 business days from the date of the request.
3.4 Refunds may take a certain period of time to be reflected in your account, depending on the payment method and financial institution.
Refund Methods:
4.1 Refunds, if approved, will be issued using the original payment method used ONLY
Non-Refundable Items:
5.1 The following items are non-refundable under any circumstances:
- Shipping and handling fees.
- Taxes assessed on purchase, if any
Changes to the Refund Policy:
6.1 The company reserves the right to modify or amend this refund policy at any time without prior notice.
Please note that this refund policy is an integral part of the terms and conditions governing your subscription. By using our GPS tracker subscription, you acknowledge and agree to abide by the terms of this refund policy.
If you have any questions or require further assistance, please contact our customer support team. We are here to help.