Our systems are automated, so the shipping information provided will be printed on the envelope as entered, and the customisation details provided will be engraved on the tag. The order confirmation, sent immediately after the order has been submitted, shows the exact information entered, and must be accepted as proof of what was ordered. Mistakes usually happen when a mobile is used to order, so it is important to take extra care and always check the order confirmation. To correct any mistakes please contact us before 9am at info@pet-tags.com.
Photos are normally acceptable but if we require a tag to be returned we do not cover the postage.
Our Mistake?
If there is a mistake on your tag engraving, please first check your order confirmation which shows the exact details you submitted for engraving. If the mistake is ours, email us at info@pet-tags.com and please include your order number and a photo. We will send an immediate replacement.
Wrong Size?
All tag dimensions are included in the product description and the Size Guide can also help choose the right size. If you have chosen the wrong sized tag we will be unable to replace it free of charge, but can offer you a discount on a new tag.
Wrong Tag?
If we have sent you the wrong tag, simply contact us by email, attach a photo, and we will send a replacement tag the very next day.
Lost Tag?
We do not replace lost tags as this is most often due to the lead being attached to the split ring instead of the collar ring by mistake. If the tag is lost, and a photo shows that the spit ring is still intact, we will replace the tag. Otherwise we can offer you a discount on a new tag. Please regularly check your tag, split ring and eZeClip and request a replacement if you notice signs of wear and tear that might result in the tag being lost.
Is there a fault with your new tag?
If, there is a fault with the tag or the engraving, please email us with a photo in order and we will send a replacement.
Faulty eZeClip?
Our eZeClips are strong and robust and should last for years. When you receive your eZeClip, check to make sure that the spring is not loose and in good working order, and that it attaches the tag to the collar ring securely. If it appears to be faulty in any way, contact us by email to let us know, and we will dispatch a replacement within 24 hours.
If you decide you do not want the eZeClip after you have received it, just return it, unused, for a full refund.
5-Year Replacement Warranty
Our tags are designed to withstand normal day-to-day use by pets. However, because every pet's lifestyle is different, the lifespan of a tag can vary depending on factors such as activity level, exposure to water, mud, sand, salt water, chemicals, friction against collars or harnesses, and continual rubbing against wet fur or other surfaces.
If your tag becomes faded, worn or otherwise deteriorates within 5 years of purchase, we will provide a free replacement tag.
Where we believe a pet's lifestyle or environment is particularly demanding, we may instead supply one of our stainless steel tags at no additional charge. Stainless steel is our most durable material and is often the best choice for pets that are especially active or are regularly exposed to wet or abrasive conditions.
Our aim is to ensure your pet continues to wear a tag that is both durable and easy to read.
Refunds
Our tags are intended to be used by pets in a wide variety of environments and, by their nature, will experience wear over time.
Where a tag has been used for an extended period, a refund will not normally be offered simply because it has become worn or faded through use. This is because the tag has provided its intended service during that time.
If a manufacturing defect becomes apparent shortly after purchase, we will, in accordance with your statutory rights, repair, replace or refund the product as appropriate.
Nothing in this policy affects your statutory consumer rights.
Choosing the Right Tag
Some pets are more active than others, and tags may be exposed to frequent water, mud, sand, rough play or constant rubbing against collars or wet fur. If your replacement request suggests that your pet's lifestyle is particularly demanding, we may recommend switching to one of our stainless steel tags, which are our most durable option and are better suited to pets that are especially active or spend a lot of time outdoors.
Our team will be happy to advise on the most suitable tag for your pet.
