How to make a warranty claim

If you have a problem with your SwiftPaws - please contact us by emailing:

Do not dispose of the item as it will often need to be returned in exchange for the warranty replacement. UNLESS it is a swollen or damaged battery - take a picture and Dispose of LiPo Battery Responsibly.

Please describe your problem in as much detail as possible. Include information such as:

  • The original order number- if you don't have it, or if it was a gift:
    • Please provide the name and email address used to place the order
    • If you ordered it through - please provide a picture/screenshot of the receipt
  • The email address used to place the order
  • Describe what the problem is and send pictures and videos as well
  • Send pictures of problem areas (some examples):
    • get close up picture(s) of the problem(s)
    • close up pictures of the line threaded through the drive and pulleys
    • close up pictures  of how you're staking the drive/pulleys
    • Please include pictures of the overall course setup (we often see something you don't think to mention that might help us troubleshoot)
  • Send video with sound- particularly of the drive making any beeping sounds it's making
    • most emails should allow videos up to 30 seconds long
    • if more than one 30 second video, send them in separate emails
    • if you have longer videos, please send a link to the video you uploaded to or google drive, etc. - make sure to provide permission to access the files if necessary
  • Please verify your shipping address (which we will use to send any warranty replacements to)

Other information to include that might matter are:

  • Extreme weather conditions (mention what it is: below 50 degrees, over 90 degrees, etc.)
  • if you're starting with a fully charged battery (or not);
  • Mention what you already tried to fix the problem
  • Anything unusual (ex: dog drug it around the yard)
  • Anything you might question was normal (ex: charger made popping sound)
  • Anything you might question that you should have done (ex: didn't bother using the tethers)
  • Anything you think you probably should NOT have done (ex: left out in the rain)

We are very understanding - even if you fear the problem might be due to something you might have done wrong - this rarely alters our ability to provide warranty support. Our #1 goal is to get you - more specifically your pups! - up and running. 😊

Jul 11, 2024

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