Is your tracker not working properly? Depending on the issue, you might be covered by our two-year warranty or Tractive Care.
What's covered
Tractive warranty (two years)
- Manufacturing defects
- Functionality issues that aren't your fault
Not covered by warranty
- Lost or stolen trackers
- Physical damage (bite marks, drops, water damage after opening device)
- Damage from accidents, misuse, or abuse
- Consumable parts like batteries
- Clips and other accessories
- Damage from opening or modifying the tracker
Your warranty is valid for two years from your purchase date. If your tracker stops working after this period and the issue isn't covered, we'll help you explore replacement options.
Trying to open your tracker voids the warranty. If you need to check something, please contact us first.
If your tracker is lost, stolen, or damaged in a way that isn’t covered by the two‑year warranty and you have Tractive Care, see How to get a replacement tracker with Tractive Care for next steps.
Before you request a replacement
Try troubleshooting first
Most tracker issues can be fixed without a replacement. Check our troubleshooting guides to see if you can resolve the issue yourself.
Common fixes:
Tracker won't charge → My Tractive tracker isn’t charging
Tracker shows offline → My tracker shows “Offline” in the Tractive app
GPS inaccurate → My Tractive GPS tracker is not accurate
Steps to get a replacement
Step 1: Contact our support team
Contact our support team and let us know:
- What problem you're experiencing
- Your tracker's ID number (found on the back of the tracker)
- Which troubleshooting steps you've already tried
Step 2: We'll check your coverage
Our team will review your case and let you know if:
- Your issue is covered by the two-year warranty
- You're eligible for Tractive Care coverage
Step 3: Get your replacement
If you're covered, we'll send you a replacement tracker. You'll receive:
- Confirmation email with tracking information
- Instructions for activating your new tracker
No need to buy a new subscription. Once your replacement arrives, you can transfer your subscription to your new tracker. Your settings and pet profile will automatically move over too.
You're all set!
Your replacement tracker will arrive within 8 business days. When it does, simply transfer your subscription and you're back to tracking.
Visit Shipping Costs & Delivery Times for information on when your tracker could arrive.
What if I'm not covered?
If your tracker issue isn't covered by warranty or Tractive Care, you can add Tractive Care for future protection against loss, damage, and theft. If the option to add it isn't available right now, you can add it when your subscription renews.