FAQs

Having questions about your petZeye tracking device or hesitating to purchase one? Find answers to the most common asked questions here

 

Our petZeye Help Centre support for you

Frequently Asked Questions (FAQs)

In our petZeye Help Centre, we strive to find an answer to all your questions. Our employees always aim to solve your problems and requests quickly. This way, you can easily carry out your GPS projects. If our tutorials & documentation or the helpful tips on the petZeye products are not enough, please contact us via the email (info@petzeye.com).

 

GPS TRACKER

What's the range of a petZeye GPS animal tracker?

Unlimited. In fact, you could track your pet even if you're on the other side of the world. And it works in over 107 countries.

How does a petZeye GPS tracker work?

It connects to the best available mobile network - just like a phone - to provide location data everywhere your pet goes.

 

Does this petZeye GPS tracker work for cats too?

Yes. The tracker is designed to fit most dog collar sizes, but works for most feline friends as well.

What is Monitoring, and how does it work?

It offers you more information about the activity and movement levels of your pet.

 

YOUR ORDER

How do I place my order?

It couldn’t be easier.  Follow these simple steps:

• Log on to petzeye.com and create an account with your email and password
• Choose the product you need
• Select, add to cart and check out
• Fill out your address details
• Continue to payment and enter your payment details
• Free delivery
• Pay now and you are done!

   

How to pay for my order?

There are payment methods offered in the order process:

When paying by credit card, the complete order value is booked directly from the credit card indicated. As soon as the payment has been booked at petZeye bank account, the shipping of the ordered cards will be arranged.

 

Why is it necessary to pay for an order in advance?

petZeye only offers a prepaid service. With the prepaid system, the customer directly pays by credit card upon completion of the order.

 

Why have I not received a confirmation email?

Once the order is placed, a confirmation is sent to the e-mail address that was stated upon registration. The customer can verify its e-mail address and the spelling at any time on the info@petzeye.com.

 

Why have I not been given a confirmation or invoice after placing an order?

If neither an invoice nor a confirmation has been received, the customer can check whether the order has actually been accepted. If the order is visible in the customer account, verify the email address and correct as necessary. You can then download the invoice from the info@petzeye.com.

 

What do I do if my order has not been delivered?

An order will be delivered after a full Payment. The customer will be given a shipping number after the order has been paid and dispatched. If the customer has not received a shipping number, he shall contact the petZeye Customer Services team.

 

 

What do I do if my order has not been delivered, but the petZeye Customer Portal shows it as “delivered”?

The customer can use the shipping number to check who has taken delivery.

 

How do I cancel an order that has not been paid?

An order is automatically cancelled if payment is not received within 30 days.

 

What do I do if my order is damaged when it is delivered?

If the goods are damaged, the customer is requested to take photographs to document the damage before immediately contacting the petZeye Customer Services team.

 

YOUR INVOICE

Why have I not been given a confirmation or invoice after placing an order?

If neither an invoice nor a confirmation has been received, the customer can check whether the order has actually been accepted. If the order is visible in the customer account, verify the email address and correct as necessary. You can then download the invoice from the petZeye Customer Portal/Customer Account.

 

YOUR ACCOUNT

What happens at the end of the plan?

Shortly before the end of the plan, the customer will be informed by e-mail about the upcoming end of the runtime and can decide at this point whether to upgrade / renew through petZeye portal. There is no provision for automatic renewal.

 

Why has the SIM card been blocked?

The reasons for blocking can be many and varied. Before we block a petZeye card, we send an email regarding the deactivation and the reason for the deactivation. This email provides all relevant information.

 

Why does the invoice contain incorrect information?

The data shown on the invoice correspond to the data stored on the Customer Portal. Therefore, it is imperative that the customer verifies its customer data stored there and updates as necessary.

 

What do I do if I forget my password?

Use the “Forgot password” link to reset your password. This link can be found below the login input fields.

 

What do I do if I have clicked on “Forgotten password” but the “Reset password” link in the email does not work?

To reset the password again, use the “Forgot password” link once more. A link will be sent to the email address stored there.

 

What do I do if a SIM card goes missing?

Inform Customer Services immediately if you have lost a SIM card.