Most Common Questions

Will the Freedom Collar work in my area? I’m not sure if cell coverage near me is good enough.

• The Freedom Smart Dog Collar uses cellular connectivity to keep you connected to your pet when your dog is not in range of a Wi-Fi network. If you do not have good cell reception in your area, your collar may go offline and not be able to communicate with you. If this happens, the collar will continue to monitor GPS locations, as GPS works independently from cellular connectivity, and your dog will still receive geofence corrections. When the collar is out of cellular, Bluetooth, and WI-FI range, you will not be notified on your phone when geofence violations and subsequent corrections happen. You will also not be able to track your dog’s location. Without cellular connectivity, your collar should still be able to issue geofence corrections if your dog leaves the boundary, but there may be a delay in the correction responsiveness. The Freedom Smart Dog Collar may use a different cell network than your phone does, so coverage may vary from what you experience with your phone. We recommend that you check cell coverage in your area to see whether the Freedom Collar will work well for you. To check coverage:
  
  • • Go to this link and type in your address.
    • Green means that your area has sufficient cellular coverage for the collar to work reliably.
    • If you see White, that means there is no coverage in your area; the collar can still be used for geofence containment but will be unable to communicate status or locations with you when your dog is outside of Wi-Fi or Bluetooth range. 
• If you have any questions about this, please don’t hesitate to contact our Wagz Dog Nerdz and they will happily assist you in determining if the Freedom Collar will work for your area.

What size and type of collar does the Wagz Freedom Collar device work best with?

• The Freedom Collar works best on 1” to 1.5” wide nylon, leather, or cloth dog collars, and can also be attached to your dog’s harness.

How long will the battery last?

• Every dog’s day is a little different, so it is hard to specify an exact battery life duration. A fully charged battery can last as long as 24 hours for some pets. Other pets may only see 5-10 hours. Many factors affect battery life. The biggest contributing factors are the activity level of your dog and what type of network connection the Freedom Collar is using. When the Freedom Collar is connected to Wi-Fi or Bluetooth, it will use less power than when it is connected to cellular because those communication paths are designed for efficiency. For your convenience, you will receive a push notification to your phone and an alert within your Wagz App when your Wagz Freedom battery is low. We recommend changing your battery as needed; we have provided two removable, rechargeable batteries with the purchase of your Freedom Collar to enable you to always have one charged and ready to go. We also offer the Freedom Boost Battery, which provides nearly 3x the battery life of the standard Freedom Battery that is included with your Freedom Collar. You can purchase this accessory at wagz.com.

• Troubleshooting:

  • • There are numerous ways that you can extend your battery life. 

      • • Adjust the Freedom Collar refresh settings. You can pick what works best for you and your pup, by choosing how often your collar updates your pet’s location. Less frequent location updates will extend your collar’s battery life.

        • Keep the collar on Wi-Fi as much as possible. You can add additional Wi-Fi networks if your dog spends time in multiple places.

        • Turn off your geofences when you don’t need them.

        • Don’t leave the collar safety light on for long periods of time; turn it off when you don’t need it.

        • Keep your Wagz App updated and automatically receive software updates and optimizations as they are available.

How do the audible, ultrasonic and vibration corrections work? 

• It’s important to note that training is required for all corrections to teach dogs proper behavior. Sound and vibration training have proven to be an extremely effective and humane way to communicate with and train dogs.

• The ultrasonic correction emits sound waves with a frequency above the upper limit of human hearing, similar to a dog whistle. The ultrasonic sound will not force a dog to do anything, but much like an unexpected sound, it will capture the dog's attention and distract it from any improper behaviors it may be engaged in.

• The audible tone, a brief beeping sound heard by both dog and pet parent, provides a similar result.

• This is true of the vibration correction as well. The vibration correction creates a buzzing sensation as another way to get your dog’s attention when reaching a boundary. Think of this like your cell phone ringer when it’s on silent mode. As with all corrections, training is required for the dog to understand what to do upon experiencing this correction.

• Corrections will automatically time out after one minute. The reason is that after one minute of corrections the dog will have forgotten what he was being corrected for, so if the dog hasn't returned to the allowed area within that time, he is not going to suddenly figure it out. Therefore, we stop the corrections and preserve battery life for the tracking functions of the collar.

• Click HERE for tips on how to best train your dog to understand these corrections.

How do I create a geofence? 

• The geofence itself is created through the Wagz App using drag and drop pins that act as virtual fence posts. There’s no need to walk the perimeter of your property to create a geofence. Instructions on how to set up a geofence are outlined below and detailed in our Owner’s Guide HERE.

• Once it is created it uses Wi-Fi and service from your local cell towers to contain your pet. See how easy it is HERE.

• After you have downloaded the Wagz App, set up your dog(s), and have selected your cellular network subscription plan, you can pair your collar and set up multiple customized geofences to store in your App.

  • • To get started, tap “Geofences” from the Wagz App home screen.

    • Tap “New Geofence”; it will pull up a map (in satellite or map view).

    • Tap “Next” and expand the area where you want to set up the geofence.

    • Continue to tap the map where you want to create your geofence area; you will see pins and lines outlining your geofence. Be sure to connect all pinpoints by tapping the first pin you plotted.

    • Hit “Next”.

    • Name, Save and Assign the geofence to your dog. It is at this time that you will designate whether this is a “Safe Zone” or a “Keep Out Zone”. You can save your geofence as a “Safe Zone” to keep your dog IN that area, or you can save it as a “Keep Out Zone” to keep your dog OUT of this area. It’s that simple!

What are the icons on the Wagz Freedom status bar, and what does each icon mean?

How quickly will I be alerted when my dog leaves the geofenced area?

• The speed of the notification will depend on the connectivity of the Freedom Collar and of the user’s phone. If the Freedom Collar has a strong connection and the user’s phone has a strong Wi-Fi or cellular connection, the notification will be sent within seconds. If cellular or GPS conditions are not optimal, you can expect more latency. Be aware that strength of cellular service or GPS can be impacted by weather, buildings, trees or obstructions.

Why did my dog not get a correction when he crossed the geofence?

• There are a few reasons this could happen:

  • Geofences may be disabled for your pet. You can confirm that your geofences are enabled by going into the Wagz App and looking at your pet’s dashboard. Check that the Geofences button is solid blue and says “ON”:

  • The geofence may not be assigned to that pet. You can confirm that the geofence is correctly assigned to your pet by going into the menu, tapping “geofences” and checking that your pet’s name appears below the particular fence in question and that the toggle shows the fence as Active:

                 

• This could also happen as a result of a poor GPS signal. GPS technology has limitations and signal strength can vary for a number of reasons. If your GPS signal strength is poor, it is unlikely that your geofence will behave as you intended. It may alert/correct when it shouldn’t, causing unnecessary concern - or not alert/correct when you think it should. For this reason, the Freedom Collar automatically disables geofences when the GPS accuracy isn’t strong enough to rely on. This generally happens indoors, when GPS signals are obstructed by structures. When the Freedom Collar goes outside, it should quickly get a strong GPS signal and geofences will be enabled again automatically. You can easily tell in the dashboard of the Wagz App if geofences are active or not, at any time.

• If you have the indoor correction reduction setting “Disable geofences when on Wi-Fi” enabled, your geofences will be disabled automatically when your collar is connected to a Wi-Fi network. If your geofences aren’t working when your dog goes outside, it may be because your Wi-Fi network has a large range and is still available near the edges of your fence or property. To check this, disable that setting and try again. To adjust your pet's settings, go to your pet’s card on the Dashboard and select the Settings icon near the top right of the dashboard card. This is where you can customize your notifications, correction settings, battery settings, and pet dashboard health metrics view.

How should I train my dog to use the Freedom Collar and its geofences?

• A great place to start when training fido to understand their new boundaries is with the Wagz App Pet Training Mode. You should see a banner at the top of your Wagz App home screen to get started. If you don't see it there, you can always access Training Mode by tapping MORE in the bottom navigation bar, then tapping TRAINING. This Training Mode provides not only training advice, but also leverages custom collar functions to better assist with the training process. In regular operation, the Freedom Collar will automatically issue corrections when your dog passes the geofence boundary. During training, when using the Training Mode, you will be issuing the corrections from your phone, to ensure they are sent at the exact time and location you want, to ensure consistency during training. You can train on each phase as many times as you'd like and can work through these phases at your own pace. We recommend you start with 3 brief training sessions a day, then you can drop down to fewer sessions as training progresses. To keep the training effective and manageable, keep your training sessions to no more than 10-15 minutes per session. It will take multiple, repetitive training sessions a day over the course of a few weeks until your dog understands the set boundaries, where the boundaries are located and what it means when they receive a correction. Additionally, the written training outline HERE is derived from tactics used by many professional trainers. However, if you find that the outlined approach does not work for your specific dog, you can research other methods of corrections training or ask your veterinarian. All pet containment systems require a pet parent to train their dog to stay within set boundaries. Because no two dogs are alike, there is no specific “one size fits all” way to train a dog. Therefore, the pet parent needs to use a “what’s best for my specific dog” approach.

I received a notification that my dog is outside of the geofence, but he’s safely inside the fence. What does that mean and why did it happen?

• The Freedom Collar uses GPS Satellites to determine where your pet is located. GPS accuracy is often reduced when inside a building since the signals are blocked by the structure. For this reason, when your collar is indoors, it may sometimes report a location that is inaccurate. If the reported location is at or beyond the geofence border, your collar will trigger an alert and correction, as we want to keep your dog safe, just in case he may actually be at that location. To help prevent these inaccurate readings, it may help to extend any geofence boundary to be further from the house. The Wagz Dog Nerdz are continually working on optimizations for how we handle times when GPS may be inaccurate. By keeping your collar regularly connected to Wi-Fi, you will receive software updates automatically as soon as they are released.

Will my dog receive a correction upon re-entry to the geofenced area?

• No. If your pet leaves the geofence, the Freedom Collar will correct them while they are leaving, but they will not be corrected with any audible, ultrasonic or vibration correction when they return. We would never want to dissuade your pet from coming back safely! We will send you a push notification and post an alert within your Wagz App upon your dog’s return, so you know he’s back safely.

How frequently will the GPS refresh on my Wagz Freedom Collar?

• When your dog is sleeping or staying still, your collar will go into an idle mode and will not update its location. No need to worry though, the collar will begin tracking again once he begins moving. While your dog is active, the GPS location should update every 1-15 minutes (by default). This update time will vary depending on whether the collar is connected to your phone’s Bluetooth, your home’s Wi-Fi, or its cellular network (which it will automatically switch to when there is no Bluetooth or Wi-Fi available).
• Not every dog is the same, and your needs may be different from your neighbors! For this reason, those default refresh times for your Freedom Collar battery and refresh settings are fully customizable. You can pick what works best for you and your pup, by choosing how often your collar updates your pet’s location. Frequent location updates will shorten battery life.

• You can choose:

• Here’s how it works:
  • The default refresh rate when on Wi-Fi is approximately every five (5) minutes. When on cellular, the default refresh rate is approximately every fifteen (15) minutes. These refresh rates can be shortened or lengthened to increase responsiveness or preserve battery life.
  • Don’t worry! If your pup escapes the geofence, he’ll still be corrected right away, and you’ll be notified right away, regardless of what refresh time you choose.
  • When connected to your phone’s Bluetooth, you’ll see updates much more frequently.
  • If your dog is sleeping or staying still, the Freedom Collar will go into low power mode and will not update location until the dog moves again. If the dog is active, the Freedom Collar will detect the movement automatically and should report its location to the Wagz App within a minute, whether the Freedom Collar is asleep (low power mode), connected to your phone’s Bluetooth, or on Wi-Fi vs Cellular.

Will the Wagz Freedom Collar work without cell service? Can I use it with just Wi-Fi?

• The Freedom Collar uses both Wi-Fi and cell service. It requires connection to cell service so that it can always keep your pet safe whether or not your dog is in range of a Wi-Fi network. Cell service is also required so you can receive alert notifications on your phone and within the Wagz App. For your convenience, we have multiple subscription plans to choose from.

Why does my collar show an offline status sometimes?

• When looking at your Wagz App, if you do not see status bar icons and instead see a message about the collar being offline, that means your collar is not connected to Bluetooth, Wi-Fi or the cellular network. This may be because your collar battery is dead and needs to be charged, or it could be a connectivity issue.
• To confirm your collar is on, press the gray button on the back of your collar, in the middle of the clip. If this causes a short beep and some colored lights, that means your collar is in fact on. If there is no beep, it is likely that your battery is dead. Please recharge your battery and try again later.
• If your collar is on and you are seeing the offline message, we recommend the following:
  1. You may be away from your Wi-Fi network and in an area with poor cellular coverage.  In this case, it is normal and correct to see this message.
  2. Make sure your phone’s Bluetooth is turned on.
  3. Keep the Wagz App open in the background when you aren’t using it.
  4. Add any additional Wi-Fi networks that you have access to that are near where your pet spends their time by going to the Main Menu and tapping Devices.
  5. If the status bar appears and disappears every few seconds or minutes, then it may be because the collar is still doing its initial update (section 6 step 2).
  6. Your home Wi-Fi network may not be configured properly within the Wagz App.  This can occur if your Wi-Fi network credentials have changed since you originally set up your collar. If that is the case and you can no longer get online, we recommend performing the following steps:
     • • Go into the Device Settings screen for your collar.
       • Remove all Wi-Fi networks from this screen.
       • Add your home Wi-Fi network again, following the instructions from pages 5.1 (iOS) or 5.2 (Android).
       • Navigate back to the Dashboard screen and select your pet’s card.
       • Wait a few minutes for the Collar Status Bar to appear.

Why does the “Refresh Location” button on my map screen sometimes not work?

• In order for the location to be refreshed, your collar must have both a GPS signal and an active communication method. This can be either Bluetooth, Wi-Fi, or Cellular. At times when your dog is away from home, the collar is most likely to rely on a cellular connection for communication. If you live in an area with spotty cell reception, it can be challenging for our collar. When you press the refresh button, the Wagz App will attempt to make a connection to the collar for up to four minutes. If it cannot contact it, the command will be canceled. When the collar comes back online, it will send up its location automatically.  

General Questions

Where can I order my Wagz Freedom Smart Dog Collar?

• The Wagz Freedom is currently available at wagz.com as well as select online retailers.

What is included in the box with my new Freedom Collar?

• The box comes complete with one Wagz Freedom Smart Dog Collar, two removable, rechargeable batteries, one micro-USB cable for charging the batteries, one battery charger, and a convenient Quick Start Guide. Please note: the Freedom Collar attaches to your dog’s collar. A collar/strap is not included with the Freedom Collar.

Am I able to purchase additional batteries and other accessories?

• Yes, all accessories including additional batteries are available on wagz.com.

Will the Freedom Collar work in my area? I’m not sure if cell coverage near me is good enough?

• The Freedom Smart Dog Collar uses cellular connectivity to keep you connected to your pet when your dog is not in range of a Wi-Fi network. If you do not have good cell reception in your area, your collar may go offline and not be able to communicate with you. If this happens, the collar will continue to monitor GPS locations, as GPS works independently from cellular connectivity, and your dog will still receive geofence corrections. When the collar is out of cellular, Bluetooth, and WI-FI range, you will not be notified on your phone when geofence violations and subsequent corrections happen. You will also not be able to track your dog’s location. Without cellular connectivity, your collar should still be able to issue geofence corrections if your dog leaves the boundary, but there may be a delay in the correction responsiveness. The Freedom Smart Dog Collar may use a different cell network than your phone does, so coverage may vary from what you experience with your phone. We recommend that you check cell coverage in your area to see whether the Freedom Collar will work well for you. To check coverage:
  
  • • Go to this link, and type in your address.
    • Green means that your area has sufficient cellular coverage for the collar to work reliably.
    • If you see White, that means there is no coverage in your area; the collar can still be used for geofence containment but will be unable to communicate status or locations with you when your dog is outside of Wi-Fi or Bluetooth range.
• If you have any questions about this, please don’t hesitate to contact our customer Experience team and they will happily assist you in determining if the Freedom Collar will work for your area.

 

Can I use my Freedom Collar outside the US?

• Right now, the Freedom Collar works in the United States. We plan to expand to other countries in the future. To check cell reception in your area in one of the 50 States, see the Cell Coverage Map HERE and follow the instructions provided in the question above.

Where is the Wagz Freedom Smart Dog Collar made?

• The Freedom Collar is designed and engineered in Portsmouth, NH (USA) and manufactured in Mexico.

Where can I find information on how to use my Freedom Collar?

• A convenient Quick Start Guide is included with your Freedom Collar. If you have additional questions, please contact the Customer Experience team by emailing support@wagz.com or calling 1.844.252.3140.
• Our Customer Experience team is available to help:
  • Monday - Friday 9:00am - 8:00pm ET
  • Saturday/Sunday 9:00am – 3:00pm ET

I purchased a Petzi product and understand that Petzi is now owned by Wagz. Can someone at Wagz help me with questions about my Petzi product?

• Absolutely! There is a separate list of Petzi FAQs on our website that you may find helpful. If you need further assistance, please contact the Dog Nerdz at Wagz Customer Experience by emailing support@wagz.com or by calling 1.844.252.3140; Monday - Friday 9:00am - 8:00pm ET and Saturday/Sunday 9:00am – 3:00pm ET.

Do you offer a military discount on the Freedom Collar?

• Yes, Wagz offers a 10% military discount on the Freedom Collar; subscriptions not included. For details, please contact the Dog Nerdz at Wagz Customer Support by emailing support@wagz.com or by calling 1.844.252.3140 – Monday - Friday 9:00am - 8:00pm ET and Saturday/Sunday 9:00am – 3:00pm ET.

Product & Battery

What size dog is the Freedom Collar made for?

• Freedom Collar is recommended for dogs weighing 15 lbs. or more.

How much does the Freedom Collar weigh?

• 50 grams or 1.7 oz.

What is the size and color of the Freedom Collar?

• The Freedom Collar comes in one color (black) and is 2.375” wide x 2” high x 1.5” deep, including the clip on the back of the device that can connect to your dog's collar.

Is the Freedom Collar available in more than one size?

• The Freedom Collar is available in one size and is recommended for dogs that are 15 lbs. or more.

What size and type of collar does the Freedom Collar device work best with?

• The Freedom Collar works best on 1” to 1.5” wide nylon, leather, or cloth dog collars, and can also be attached to your dog’s harness.

How do I attach and remove the Freedom Collar to my dog’s collar?

• The Freedom Collar has one sturdy clip on the back that attaches securely to your dog’s existing collar. No tools needed!

Does the Freedom Collar include any correction types to keep my dog inside the geofence?

• Yes! The Freedom Collar features no-shock training. It uses humane corrections including audible sound, ultrasonic sound, and vibration.
• The ultrasonic correction emits sound waves with a frequency above the upper limit of human hearing, similar to a dog whistle. The ultrasonic sound will not force a dog to do anything, but much like an unexpected sound, it will capture the dog's attention and distract it from any improper behaviors it may be engaged in.
• The audible tone, a brief beeping sound heard by both dog and pet parent, provides a similar result.
• This is true of the vibration correction as well. The vibration correction creates a buzzing sensation as another way to get your dog’s attention when reaching a boundary. Think of this like your cell phone ringer when it’s on silent mode. As with all corrections, training is required for the dog to understand what to do upon experiencing this correction.

Can the Freedom Collar get wet?

• The Freedom Collar is manufactured and tested to an IP67 standard. This means that the Freedom Collar is dust-proof and water-resistant when the battery is installed. It is protected from dirt, spills, splashes of water, drool, and rain. When the collar is new, it can be submerged in a body of water up to a meter deep for half an hour. Please note that as the collar is used, damage and wear may affect the sealing, and that the collar is not considered water resistant when the battery is removed. Given that, we recommend that you remove the collar before your dog goes swimming, if possible. Ensure the battery is fully dry before recharging.

Will changes in the weather impact my Freedom Collar?

• We expect dogs to be outside in various weather conditions, and in general that should not affect your Freedom Collar. However, extreme heat (over 160°F) or extreme cold (below -4°F) for extended periods of time may affect the life of the electronic components of the Freedom Collar.

What type of battery is used with the Freedom Collar?

• There are two (2) Li-ion 4.2V removable, rechargeable batteries included with your Freedom Collar. Wagz also offers the Freedom Boost Battery, which provides nearly 3x the battery life of the standard battery.  This accessory can be purchased at wagz.com.

How long will the battery last?

• Every dog’s day is a little different, so it is hard to specify an exact battery life duration. A fully charged battery can last as long as 24 hours for some pets. Other pets may only see 5-10 hours. Many factors affect battery life. The biggest contributing factors are the activity level of your dog and what type of network connection the Freedom Collar is using. When the Freedom Collar is connected to Wi-Fi or Bluetooth, it will use less power than when it is connected to cellular because those communication paths are designed for efficiency. For your convenience, you will receive a push notification to your phone and an alert within your Wagz App when your Wagz Freedom battery is low. We recommend changing your battery as needed; we have provided two removable, rechargeable batteries with the purchase of your Freedom Collar to enable you to always have one charged and ready to go. We also offer the Freedom Boost Battery, which provides nearly 3x the battery life of the standard Freedom Battery that is included with your Freedom Collar. You can purchase this accessory at wagz.com.
• Troubleshooting:
  • There are numerous ways that you can extend your battery life.
    • Adjust the Freedom Collar refresh settings. You can pick what works best for you and your pup, by choosing how often your collar updates your pet’s location. Less frequent location updates will extend your collar’s battery life.
    • Keep the collar on Wi-Fi as much as possible. You can add additional Wi-Fi networks if your dog spends time in multiple places.
    • Turn off your geofences when you don’t need them.
    • Don’t leave the collar safety light on for long periods of time; turn it off when you don’t need it.
    • Keep your Wagz App updated and automatically receive software updates and optimizations as they are available.

What is the small button on the back of the Freedom Collar?

• The small gray button on the back of your collar is a self-test button for your Wagz Freedom Collar. The self-test button is intended to be used only when directed by our Customer Experience team. It provides a way for our Customer Experience team to understand how your collar is working. Pushing this button will not reset or reboot the collar. If you need to reboot your collar, you should remove and reinstall the battery. Don't worry if you push the button by accident. It may beep or start lighting up, but it will not cause any harm. You can simply press the button again to exit the self-test mode.

GPS, Geofence, & Corrections

How do I create a geofence?

• The geofence itself is created through the Wagz App using drag and drop pins that act as virtual fence posts. There’s no need to walk the perimeter of your property to create a geofence. Instructions on how to set up a geofence are outlined below and detailed in our Owner’s Guide HERE.
• Once it is created it uses Wi-Fi and service from your local cell towers to contain your pet. See how easy it is HERE.
• After you have downloaded the Wagz App, set up your dog(s), and have selected your cellular network subscription plan, you can pair your collar and set up multiple customized geofences to store in your App.
  • To get started, tap “Geofences” from the Wagz App home screen.
  • Tap “New Geofence”; it will pull up a map (in satellite or map view).
  • Tap “Next” and expand the area where you want to set up the geofence.
  • Continue to tap the map where you want to create your geofence area; you will see pins and lines outlining your geofence. Be sure to connect all pinpoints by tapping the first pin you plotted.
  • Hit “Next”.
  • Name, Save and Assign the geofence to your dog. It is at this time that you will designate whether this is a “Safe Zone” or a “Keep Out Zone”. You can save your geofence as a “Safe Zone” to keep your dog IN that area, or you can save it as a “Keep Out Zone” to keep your dog OUT of this area. It’s that simple!

What is a Keep Out Zone?

• A Keep Out Zone is a virtual fenced-in area that you designate as ‘off-limits’ to your dog such as a pool or pond, garden, deck, etc. You can set up a Keep Out Zone within the “Geofences” page on your Wagz App. A Keep Out Zone can be set up inside or outside a Geofence “Safe Zone.”

Why doesn’t the Freedom Collar have shock stimulation, like some of the other pet containment collars do?

• Shock collars can cause dogs physical pain, injury (ranging from burns to cardiac fibrillation), and psychological stress, including severe anxiety and displaced aggression. Individual animals vary in their temperaments and pain thresholds; a shock that seems mild to one dog might be severe to another.  As long as you spend time teaching and training your dog to respond to our ultrasonic, audible, and vibration corrections, there is no reason to inflict pain. Wagz is proud to be the only containment collar that offers only humane corrections.

How do the audible, ultrasonic and vibration corrections work on the Freedom Collar?

• It’s important to note that training is required for all corrections to teach dogs proper behavior. Sound and vibration training have proven to be an extremely effective and humane way to communicate with and train dogs.
• The ultrasonic correction emits sound waves with a frequency above the upper limit of human hearing, similar to a dog whistle. The ultrasonic sound will not force a dog to do anything, but much like an unexpected sound, it will capture the dog's attention and distract it from any improper behaviors it may be engaged in.
• The audible tone, a brief beeping sound heard by both dog and pet parent, provides a similar result.
• This is true of the vibration correction as well. The vibration correction creates a buzzing sensation as another way to get your dog’s attention when reaching a boundary. Think of this like your cell phone ringer when it’s on silent mode. As with all corrections, training is required for the dog to understand what to do upon experiencing this correction.
• Corrections will automatically time out after one minute. The reason is that after one minute of corrections the dog will have forgotten what he was being corrected for, so if the dog hasn't returned to the allowed area within that time, he is not going to suddenly figure it out. Therefore, we stop the corrections and preserve battery life for the tracking functions of the collar.
• Click HERE for tips on how to best train your dog to understand these corrections.

How does the Freedom Collar know where my dog is?

• The Freedom Collar uses multiple GPS Satellites to constantly monitor the location of your pet. It reports that location to the Wagz App using Wi-Fi or cellular networks so that you can keep tabs on where your dog is and keep him safe. The location of your pet is updated in the Wagz App automatically.

How frequently will the GPS refresh on my Wagz Freedom Collar?

• When your dog is sleeping or staying still, your collar will go into an idle mode and will not update its location. No need to worry though, the collar will begin tracking again once he begins moving. While your dog is active, the GPS location should update every 1-15 minutes (by default). This update time will vary depending on whether the collar is connected to your phone’s Bluetooth, your home’s Wi-Fi, or its cellular network (which it will automatically switch to when there is no Bluetooth or Wi-Fi available).
• Not every dog is the same, and your needs may be different from your neighbors! For this reason, those default refresh times for your Freedom Collar battery and refresh settings are fully customizable. You can pick what works best for you and your pup, by choosing how often your collar updates your pet’s location. Frequent location updates will shorten battery life.
• You can choose:

       

Here’s how it works:

• The default refresh rate when on Wi-Fi is approximately every five (5) minutes. When on cellular, the default refresh rate is approximately every fifteen (15) minutes. These refresh rates can be shortened or lengthened to increase responsiveness or preserve battery life.
• Don’t worry! If your pup escapes the geofence, he’ll still be corrected right away, and you’ll be notified right away, regardless of what refresh time you choose.
• When connected to your phone’s Bluetooth, you’ll see updates much more frequently.
• If your dog is sleeping or staying still, the Freedom Collar will go into low power mode and will not update location until the dog moves again. If the dog is active, the Freedom Collar will detect the movement automatically and should report its location to the Wagz App within a minute, whether the Freedom Collar is asleep (low power mode), connected to your phone’s Bluetooth, or on Wi-Fi vs Cellular.

Is there a size limitation for the geofence I can create for my pet?

• This feature is best suited for properties half-acre or larger with strong GPS connectivity. 
• The geofence is customizable and there is no pre-programmed minimum or maximum size. However, we recommend each geofence be at least 40' x 40' to allow room for any potential inaccuracy of the GPS signal, while giving your dog ample room to roam.
• It is recommended that when you create a geofence you add a 15-foot buffer from any house or structure. In addition, you should add a 15-foot buffer from your geofence to any road or hazard when feasible, to ensure the best accuracy possible.

Can I create multiple geofences in my Wagz App?

• Yes! You can create and store multiple geofences in your Wagz App. It’s totally portable; you can set up a geofence at your home, at your office, at your friend’s house, or at work. The total number of allowable geofences is based on a combination of the total number of “points” designated within a geofence, the size of the geofences, and the number of dogs assigned to each geofence. For example, when traveling you can set up other geofences at your destination while saving the one(s) at home. Geofences can be toggled on and off wherever you go.

Can I have more than one dog on the Wagz App?

• You can manage multiple dogs within the Wagz App. Each dog can have their own unique geofences, they can share the ones that other dogs are using on the same account, or they can have a combination of unique and shared geofences. When you create a geofence, the last step is to assign that geofence to any or all your dogs. Any geofence can be assigned to one, some, or all your dogs. Typically, you might have one or two geofences that all your dog's share, but the system will allow you to mix and match, as needed. Please note, a separate subscription is required for each Freedom Collar and any additional 1-Year or 2-Year subscriptions (after the first one) are offered at half off.

Will my dog receive a correction upon re-entry to the geofenced area?

• If your pet leaves the geofence, the Freedom Collar will correct them while they are leaving, but they will not be corrected with any audible, ultrasonic or vibration correction when they return. We would never want to dissuade them from coming back safely! We will send you a push notification and post an alert within your Wagz App upon your dog’s return, so you know he’s back safely.

Why did my dog not get a correction when he crossed the geofence?

• There are a few reasons this could happen:
  • Geofences may be disabled for your pet. You can confirm that your geofences are enabled by going into the Wagz App and looking at your pet’s dashboard. Check that the Geofences button is solid blue and says “ON”.    
  • The geofence may not be assigned to that pet. You can confirm that the geofence is correctly assigned to your pet by going into the menu, tapping “geofences” and checking that your pet’s name appears below the particular fence in question and that the toggle shows the fence as Active.     
  • This could also happen as the result of a poor GPS signal. GPS technology has limitations and signal strength can vary for a number of reasons. If your GPS signal strength is poor, it is unlikely that your geofence will behave as you intended. It may alert/correct when it shouldn’t, causing unnecessary concern - or not alert/correct when you think it should. For this reason, the Freedom Collar automatically disables geofences when the GPS accuracy isn’t strong enough to rely on. This generally happens indoors when GPS signals are obstructed by structures. When the Freedom Collar goes outside, it should quickly get a strong GPS signal and geofences will be enabled again automatically. You can easily tell in the dashboard of the Wagz App if geofences are active or not, at any time.
  • If you have the indoor correction reduction setting “Disable geofences when on Wi-Fi” enabled, your geofences will be disabled automatically when your collar is connected to a Wi-Fi network. If your geofences aren’t working when your dog goes outside, it may be because your Wi-Fi network has a large range and is still available near the edges of your fence or property. To check this, disable that setting and try again. To adjust your pet's settings, go to your pet’s card on the Dashboard and select the Settings icon near the top right of the dashboard card. This is where you can customize your notifications, correction settings, battery settings, and pet dashboard health metrics view.

Why is a wireless geofence containment system better than a physical fence or a buried wire fence?

• Wagz geofences do not require any installation, digging or require any physical labor. They can be created anywhere you go, crossing rivers, streams, and uneven terrain...totally portable. Creating your own adjustable geofence is like having a customizable fenced-in backyard anywhere you go. No need to walk the perimeter of your property to create a geofence; just drop pins onto the satellite image of the location and your virtual fence is created.

How should I train my dog to use the Freedom Collar and its geofences?

• A great place to start when training fido to understand their new boundaries is with the Wagz App Pet Training Mode. You should see a banner at the top of your Wagz App home screen to get started. If you don't see it there, you can always access Training Mode by tapping MORE in the bottom navigation bar, then tapping TRAINING. This Training Mode provides not only training advice, but also leverages custom collar functions to better assist with the training process. In regular operation, the Freedom Collar will automatically issue corrections when your dog passes the geofence boundary. During training, when using the Training Mode, you will be issuing the corrections from your phone, to ensure they are sent at the exact time and location you want, to ensure consistency during training. You can train on each phase as many times as you'd like and can work through these phases at your own pace. We recommend you start with 3 brief training sessions a day, then you can drop down to fewer sessions as training progresses. To keep the training effective and manageable, keep your training sessions to no more than 10-15 minutes per session. It will take multiple, repetitive training sessions a day over the course of a few weeks until your dog understands the set boundaries, where the boundaries are located and what it means when they receive a correction. Additionally, the written training outline HERE is derived from tactics used by many professional trainers. However, if you find that the outlined approach does not work for your specific dog, you can research other methods of corrections training or ask your veterinarian. All pet containment systems require a pet parent to train their dog to stay within set boundaries. Because no two dogs are alike, there is no specific “one size fits all” way to train a dog. Therefore, the pet parent needs to use a “what’s best for my specific dog” approach.

Why does the “Refresh Location” button on my map screen sometimes not work?

• In order for the location to be refreshed, your collar must have both a GPS signal and an active communication method. This can be either Bluetooth, Wi-Fi, or Cellular. At times when your dog is away from home, the collar is most likely to rely on a cellular connection for communication. If you live in an area with spotty cell reception, it can be challenging for our collar. When you press the refresh button, the Wagz App will attempt to make a connection to the collar for up to four minutes. If it cannot contact it, the command will be canceled. When the collar comes back online, it will send up its location automatically.  

Technology and Cell Service

What is Kognition™ Platform Technology?

• Kognition Platform technology is a Wagz patented, exclusive platform that provides many of the algorithms and cloud-based features for the Freedom Collar. It facilitates the ability for product updates and improvements to be delivered over-the-air, and virtually gives your dog a voice by integrating with other IoT devices, like Alexa.

Will the Wagz Freedom Collar work without cell service? Can I use it with just Wi-Fi?

• The Freedom Collar uses both Wi-Fi and cell service. It requires connection to cell service so that it can always keep your pet safe whether or not your dog is in range of a Wi-Fi network. Cell service is also required so you can receive alert notifications on your phone and within the Wagz App. For your convenience, we have multiple subscription plans to choose from.

What mobile provider does the Freedom Collar use? Do I need to use the same mobile provider to use it?

• The Freedom Collar uses a top-tier nationwide cellular provider for cellular service. The Freedom Collar cellular service plan is covered by your Wagz subscription. Your phone’s cellular service provider does not impact your Freedom Collar; they are independent.

Will the Freedom Collar work in my area? I’m not sure if cell coverage near me is good enough.

• The Freedom Smart Dog Collar uses cellular connectivity to keep you connected to your pet when your dog is not in range of a Wi-Fi network. If you do not have good cell reception in your area, your collar may go offline and not be able to communicate with you. If this happens, the collar will continue to monitor GPS locations, as GPS works independently from cellular connectivity, and your dog will still receive geofence corrections. When the collar is out of cellular, Bluetooth, and WI-FI range, you will not be notified on your phone when geofence violations and subsequent corrections happen. You will also not be able to track your dog’s location. Without cellular connectivity, your collar should still be able to issue geofence corrections if your dog leaves the boundary, but there may be a delay in the correction responsiveness. The Freedom Smart Dog Collar may use a different cell network than your phone does, so coverage may vary from what you experience with your phone. We recommend that you check cell coverage in your area to see whether the Freedom Collar will work well for you. To check coverage:
  
  • • Go to this link and type in your address.
    • Green means that your area has sufficient cellular coverage for the collar to work reliably.
    • If you see White, that means there is no coverage in your area; the collar can still be used for geofence containment but will be unable to communicate status or locations with you when your dog is outside of Wi-Fi or Bluetooth range. 
• If you have any questions about this, please don’t hesitate to contact our Wagz Dog Nerdz and they will happily assist you in determining if the Freedom Collar will work for your area.

Can I use my phone’s hotspot for Wi-Fi?

• The Freedom Collar will connect to a hotspot for Wi-Fi access, but we do not recommend it for long-term use because it will use data on your phone’s plan and may impact performance of the collar.

Subscription Plans

Do I need a subscription plan to use the Freedom Collar? How much is the subscription?

• Yes, you need a subscription plan to use the Freedom Collar as it uses cellular data to update the Wagz App. You can choose between the following subscription plans:

• • Monthly Plan for $9.99
  • 1-Year Plan for $99.99 (12 months/paid once per year)
  • 2-Year Plan for $179.99 (24 months/paid once every two years)

• If you have purchased either the 1-Year or 2-Year plan at full cost, the following plans are available for any additional device added to your account:

• • 1-Year Multi-Pet Plan for $49.99 (12 months/paid once per year)
  • 2-Year Multi-Pet Plan for $89.99 (24 months/paid once every two years)

 

I have more than one dog, do I need multiple subscriptions?

• Each collar requires its own subscription, whether you choose that to be a monthly or yearly plan. If you choose a 1-Year or 2-Year plan for one of your collars, you will have the option to select an additional yearly plan at half off for any additional collars added to your account. The monthly plans will not be discounted for multi-plan subscribers.

If I cancel my 1-Year or 2-Year subscription early, will Wagz refund the unused subscription amount for the remainder of the year?

• If you prepaid for a 1-Year or 2-Year plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $9.99). For the 1-Year plan, after ten months, there is no refund. For the 2-Year plan, after 17 months, there is no refund. All refunds will be credited back to the credit card used to pay for the Wagz subscription plan. All cellular functionality for the Wagz products will end upon cancellation of the Wagz subscription plan.

Can I cancel or change my Wagz subscription plan at any time?

• You may cancel your Wagz subscription plan at any time by contacting Wagz via email at support@wagz.com. If you choose to change your subscription plan,you will also need to contact support@wagz.com. Used subscription plan time is nonrefundable. If you purchased your Wagz product from an authorized retailer and returned your product to them, you will still need to notify Wagz at support@wagz.com to cancel your subscription plan. If you purchased through wagz.com and your product is returned within 60 days from the date of purchase, your subscription will automatically be cancelled by Wagz. 

• • Wagz Connect - Monthly Plan
    • For the monthly Wagz subscription plan, if you choose to cancel, your cancellation will take effect at the end of the billing term in which you cancelled, and there is no refund.

• • Wagz Connect - 1-Year Plan
    • If you prepaid for a 1-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $9.99). After ten months, there is no refund.

• • Wagz Connect - 2-Year Plan
    • If you prepaid for a 2-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $9.99). After 17 months, there is no refund.

• • Wagz Multi-Pet Connect - 1-Year Plan
    • If you prepaid for a Wagz Multi-Pet Connect - 1-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $4.17). After 10 months, there is no refund.

• • Wagz Multi-Pet Connect - 2-Year Plan
    • If you prepaid for a Wagz Multi-Pet Connect - 2-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $4.17). After 17 months, there is no refund.

All refunds will be credited back to the credit card used to pay for the Wagz subscription plan. All functionality for the Wagz products will end upon cancellation of the Wagz subscription plan.

Is there a cancellation fee for the subscription?

• There is no cancellation fee.

Account Set-Up

How do I create my Wagz account?

• Simply download the Wagz App from the Apple App Store or Google Play Store. From there, you’ll be directed to set up an account, choose a subscription plan, and onboard your Wagz Freedom Collar.

I did not receive my verification email when I created my new Wagz account. How can you help?

• First, please make sure to check your spam folder. If you need further assistance, please contact the Customer Experience team by emailing support@wagz.comor calling 1.844.252.3140 - Monday - Friday 9:00am - 8:00pm ET and Saturday/Sunday 9:00am – 3:00pm ET.

Can I use the locate feature on the web browser when signed into my account?

• At this time, the locate feature is only available through the Wagz App. You cannot use the locate feature through the setup.wagz.com website.

Wagz Mobile App

Do I need the Wagz App to use the Freedom Collar? Where can I get the Wagz App?

• Yes, you will need to download the free Wagz App to use the Wagz Freedom Collar. The Wagz App is available in Google Play and the Apple Store.

What smart phones and platforms are supported for tracking and notifications?

• You can access your Freedom Collar from an Android or Apple smartphone or tablet. Your device must run iOS 13.4 or newer, or Android 6 or newer.

Can I track more than one pet in the same Wagz App?

• Yes, you can track multiple pets in the Wagz App. Each pet has a card on the dashboard, and you can easily move between your pets. There is also a button on the map screen that allows you to View All Pets on one view. Please note that each pet requires its own subscription, whether you chose that to be a Monthly, 1-Year or 2-Year plan. If you choose a yearly plan for one of your collars, you will have the option to select a subsequent yearly plan at half off for any additional collars added to your account. The monthly plans will not be discounted for multi-plan subscribers.

Can more than one person track the same pet from their phones?

• We understand there are often multiple humans hoping to stay connected to the same pup. We enable multiple users to track the same pets, users simply share the email address and password associated with your Wagz account. From there, multiple people can stay connected to your furry friend(s)!

What is MFA and what is it for?  

• Multi-factor Authentication (MFA) is an authentication method that enhances cyber security by allowing you to provide two or more verification factors to verify that you are the one logging into the account. 

Is MFA Required?

• The Wagz App does not require MFA. It is an optional feature that you can choose to not turn on.
  •  

Wagz App Dashboard

What are the icons on the Freedom Collar status bar, and what does each icon mean?

.

Can the Freedom Collar update my pet’s location at any distance?

• The Freedom Collar can update your pet’s location from anywhere in the United States as long as it is connected to a Wi-Fi or cellular network and has a GPS signal.

Can I use the Freedom Collar on my other pets?

• The Freedom Collar is currently designed for dogs weighing 15 lbs. or more.

How accurate is the Freedom Collar when locating my dog?

• The Wagz Freedom Collar uses GPS to determine your pet’s location. GPS technology has accuracy within a 10-foot range (3 meters) with a strong signal. We use additional technologies to enable even better accuracy when available. GPS signal strength can vary depending on a variety of factors, such as the line of sight to the sky and surrounding obstacles. Because of this potential variability, it is a good idea to allow extra room around any geofence. SEE TIPS HERE. The Wagz App dashboard will always show you your GPS signal strength. Learn about the Wagz App status bar HERE.

How quickly will I be alerted when my dog leaves the geofenced area?

• The speed of the notification will depend on the connectivity of the Freedom Collar and of the user’s phone. If the Freedom Collar has a strong connection and the user’s phone has a strong Wi-Fi or cellular connection, the notification will be sent within seconds. If cellular or GPS conditions are not optimal, you can expect more latency. Be aware that strength of cellular service or GPS can be impacted by weather, buildings, trees or obstructions.

If the battery dies, will the Freedom Collar show my dog’s last known location?

• The Wagz App will always show the last known location. If the battery is dead on the Freedom Collar, it won’t be able to update again until a charged battery is inserted into the collar. For your convenience, you will receive a low battery warning on your Wagz App when there is 20% battery life remaining.

Will I be able to see my location in the Wagz App as it relates to my dog? Will the Freedom Collar provide directions to my pet?

• The Wagz App will show where your pet is (displayed as your dog’s photo or first initial). If you are within the map’s displayed area, you will see yourself relative to the pet (as a blue circle), and you will be able to hit a button to switch over to your phone’s navigation app, which in most cases will be able to give you directions to your pet.

I received a notification that my dog is outside of the geofence, but he’s safely inside the fence. What does that mean and why did it happen?

• The Freedom Collar uses GPS satellites to determine where your pet is located. GPS accuracy is often reduced when inside a building since the signals are blocked by the structure. For this reason, when your collar is indoors, it may sometimes report a location that is inaccurate. If the reported location is at or beyond the geofence border, your collar will trigger an alert and correction, as we want to keep your dog safe, just in case he may actually be at that location. To help prevent these inaccurate readings, it may help to extend any geofence boundary to be further from the house. The Wagz Dog Nerdz are continually working on optimizations for how we handle times when GPS may be inaccurate. By keeping your collar regularly connected to Wi-Fi, you will receive software updates automatically as soon as they are released.

Will my Freedom Collar work inside my home or office?

• Yes, your Freedom Collar will continue to work inside your home. However, please note that GPS is known to be less accurate inside of buildings since the signals are blocked by the structure.

How do I create a geofence? Do I need to walk around my property?

• No, you do not need to walk a geofence boundary to set it. You can locate the property in the Wagz App and simply touch your device with points around the designated area. Be sure to connect the points completely.

Can I keep my dog from going into my garden or other places on my property?

• Yes, the Wagz geofence feature allows you to set Keep Out Zones within a designated property area. Keep in mind that GPS technology has standard accuracy of +/- 10 feet (3 meters) with a strong signal. GPS signal strength can vary depending on a variety of factors, such as the line of sight to the sky and surrounding obstacles. If the GPS signal is not strong, accuracy will be further reduced.

Can I use the Wagz Freedom Collar for general training?

• If you are looking to use the collar for training not related to containment via geofencing, the collar does have a manual correction button in the Wagz This manual correction feature can be used for general training and utilizes the same correction types as the geofencing feature. This feature works best when the collar is connected to your phone via Bluetooth. Keep your phone’s Bluetooth turned on to allow the collar to automatically connect to it when you are near each other. Please note, every dog responds differently to the humane corrections used in our Freedom Collar. We do recommend before using the collar for general training that the pup have a basic understanding of commands.

Does the Freedom Collar have a light?

• There is an LED safety light that can be turned on and off from your Wagz App. This feature will help keep your pet safe at night!

What does the Freedom Collar track relative to your dog’s wellbeing?

• The Freedom Collar currently uses information provided about your pet to track your dog’s step count, sleep time, and exercise time. It also has a great feature called Fit Units! Your dog’s activity and wellbeing are rolled up into one overall Health & Happiness Score that is calculated by comparing your dog’s exercise, sleep, and companion time to those recommended for their breed. This information is posted on your dog’s dashboard pet card.

What are Wagz Fit Units?

• Fit Units are a relative measure of how much energy your pet is expending: step counts, exercise, companion time, sleep time, etc. They take many different data points into consideration and let you know how active your pet is from day to day.

                       

What is the ambient Temperature Alert feature?

• You will receive an alert notification in your Wagz App when the environment is too hot or too cold for your dog.

Will I receive an alert if my pet goes into water?

• The Freedom Collar does not alert you when it gets wet; however, the collar is water-resistant. If you have areas of your property that are off-limits to your pet (pool, garden, pond, etc.), you can set up Keep Out Zones inside or outside your geofenced area. This way you will be notified if your dog enters that designated keep-out area.
• The Freedom Collar is manufactured and tested to an IP67 standard. This means that the Freedom Collar is dust-proof and water-resistant when the battery is installed. It is protected from dirt, spills, splashes of water, drool, and rain. When the collar is new, it can be submerged in a body of water up to a meter deep for half an hour. Please note that as the collar is used, damage and wear may affect the sealing, and that the collar is not considered water resistant when the battery is removed. Given that, we recommend that you remove the collar before your dog goes swimming, if possible. Ensure the battery is fully dry before recharging.

Can the Freedom Collar alert me if it is removed from my dog?

• Currently, the Freedom Collar does not alert you if it is no longer attached to your dog’s collar.

Warranty and Return Policies

What is the Warranty Policy on the Wagz Freedom Smart Dog Collar?

• All Wagz products have a One-Year Limited Warranty.
• Should your Wagz product have a defect in product material or workmanship within the first year of ownership, Wagz, at its sole discretion, will arrange to deliver an identical or comparable replacement free of charge. Wagz will arrange to have a replacement product returned to you or reimburse you the amount of the original purchase price. Your replacement product will be covered under a new one-year limited warranty. Returns must be in original packaging with all original packing materials, including a copy of your original sales receipt. This warranty does not cover consequential or incidental damages such as property damage and does not cover incidental costs and expenses resulting from any breach of this warranty, even if foreseeable. Some states do not allow the exclusion or limitations of incidental or consequential damages, so the above limitation or exclusion may not apply to you depending on the state of purchase. This warranty does not cover damages caused by repairs by anyone, use of parts other than genuine Wagz parts, or damages caused by abuse, misuse, alterations, modifications, use not conforming with the supplied instructions, damage caused by a pet, environmental conditions such as excessive heat, sunlight, water, and smoke, improper cleaning, or acts of God.
• Not every pet can be trained to avoid the established boundary. Sometimes, even a properly trained pet may cross the boundary. Therefore, neither Wagz Inc., nor its distributors and dealers can guarantee the system will, in all cases, keep a customer’s pet within the established boundary. Accordingly, if a customer has reason to believe that their pet may pose a danger to others, or harm itself, the customer should not rely solely upon the Wagz Freedom Collar pet containment system to keep the pet from crossing the boundary.
• This warranty is exclusive and is in lieu of any other express warranty, whether written or oral. the duration of any implied warranties, including but not limited to any implied warranties of merchantability or fitness for a particular purpose, and warranties arising from course of dealing, is expressly limited to the period of duration of this limited warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you depending on the state of purchase.
• To claim your warranty, please contact us:
  • Website: wagz.com
  • Toll-free: 1.844.252.3140
  • Email: support@wagz.com
  • Hours of operation: Monday - Friday 9:00am - 8:00pm ET and Saturday/Sunday 9:00am – 3:00pm ET, excluding holidays
• Wagz Inc. will send a pre-paid shipping label via email or regular mail so the product may be sent to Wagz at no cost to the consumer. Once received, Wagz may ship a replacement product or contact the consumer with further information. Typical response time is up to 10 business days, plus shipping, depending upon the geographical location of the consumer and type of damage or the nature of the Warranty claim. Wagz Inc. recommends that consumers use the Wagz shipping label or a traceable, insured delivery service. Wagz is not responsible for any damage while a product is in transit or for products shipped by the consumer that are not received by Wagz. Returns must be in original packaging with all original packing materials and include a copy of your original sales receipt.

What is the Wagz Freedom Collar Return Policy?

• Wagz Inc. products have a 60-day return policy when purchased from wagz.com.

Product Return and Refund Information:

• If you are not fully satisfied with your Wagz product, simply return it to Wagz within 60 days of your purchase. Your purchase price will be refunded in the original form of payment. Your return shipping and handling costs are not refunded when returning the product. Wagz is not responsible for any lost mail. Product must be in its original working condition, as determined at our sole discretion. Damaged product, including dog-induced damage, is non-refundable. For gift returns that are received within 60 days of the transaction date, the recipient will receive a Wagz.com E-Gift Certificate for the amount paid by the purchaser.
• To return your Wagz product, please follow these instructions:
• Email support@wagz.comto request a Return Merchandise Authorization (RMA) and indicate the name of the product, order number and reason for your return.
• You will receive an RMA # via email, along with shipping instructions. The RMA # should be clearly indicated on the front of your package.
• Please ship your Wagz product in its original packaging postmarked no later than 60 days from the date of purchase.
• Your original form of payment will be credited within 7-10 business days of our receipt of the product.
• Wagz can only refund orders made through Wagz.com. If you purchased Wagz products from an authorized third-party retailer like Amazon, Chewy, etc., please contact that retailer for the return.

Subscription Cancellation and Refund Information:

• If your product is returned within 60 days from the date of purchase, your subscription will automatically be cancelled by Wagz.
• You may cancel your Wagz subscription plan at any time by contacting Wagz via email at support@wagz.com. Used subscription plan time is nonrefundable. If you purchased your Wagz product from an authorized retailer and returned your product to them, you will still need to notify Wagz at support@wagz.com to cancel your subscription plan.

• Wagz Connect - Monthly Plan
  • For the monthly Wagz subscription plan, if you choose to cancel, your cancellation will take effect at the end of the billing term in which you cancelled, and there is no refund.

• Wagz Connect - 1-Year Plan
  • If you prepaid for a 1-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $9.99). After ten months, there is no refund.

• Wagz Connect - 2-Year Plan
  • If you prepaid for a 2-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $9.99). After 17 months, there is no refund.

• Wagz Multi-Pet Connect - 1-Year Plan
  • If you prepaid for a Wagz Multi-Pet Connect - 1-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $4.17). After 10 months, there is no refund.

• Wagz Multi-Pet Connect - 2-Year Plan
  • If you prepaid for a Wagz Multi-Pet Connect - 2-Year Plan, your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the pro-rated monthly rate of $4.17). After 17 months, there is no refund.

• All refunds will be credited back to the credit card used to pay for the Wagz subscription plan. All functionality for the Wagz products will end upon cancellation of the Wagz subscription plan.
• For further information on our return policy, please see “Terms and Conditions.”
• If you have specific questions about this return policy, please contact Wagz by email: support@wagz.com.

• How do I contact Customer Experience with any questions?
  • The Customer Experience team is ready to answer your questions.
    • For your convenience, please contact us:
    • Email: support@wagz.com
    • Phone: 1.844.252.3140
    • Monday - Friday 9:00am - 8:00pm ET and Saturday/Sunday 9:00am – 3:00pm ET.