If you have a problem with your SwiftPaws - please contact us by emailing: support@swiftpaws.com
| 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 Amazon.com - 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 youtube.com 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