FAQ

How do I get help?
Just ask! Email support@pethub.com or call 866-795-8440.

Regarding shipping: how, how much, and how long?

*Delivery time for international orders depends on local customs and shipping distance.

What is your refund and return policy?

Our policy is to make sure you’re satisfied, which is why PetHub has a No Questions Asked Return Policy. If you are not satisfied with the product you receive from us, just email (support@pethub.com) or call (866-695-8440) within 60 days of purchase. We will give you a return authorization code and instructions on how to return the product to us. We will then either replace the product at no charge, or refund the cost of the product to you. We only ask that you cover the cost of the return shipping.

Can I return or exchange a customized collar or tag?

This is the one exception to our Return Policy described above. Custom handmade Scrufftag collars and personalized tags include made-to-order artwork so cannot be returned unless there was a mistake on our part. We cannot exchange these products due to incorrect fit because customized products cannot be resold. So please be very sure to accurately measure your pet’s neck size and then place your order carefully.

What kind of guarantee do you offer?

We guarantee that the QR code on your pet’s tag or collar will never become unusable. If it does, we’ll replace it once for free. If you aren’t satisfied with our services, we’ll refund your money, no questions asked. 

How does PetHub protection work?

We’re so glad you asked! It goes like this:

1. You create your pet’s free online profile on PetHub.com. The profile contains information about your pet like name, breed, age, medications, allergies, owner’s contact info, and much more.
   
   
2. You link that profile to one of our QR coded tags or collars.
   
   
3. You choose your level of protection with our Basic (free) or Premium subscriptions.
   
   
4. If your pet goes missing, the protection kicks in!
   
   
   1. When the tag is scanned with a smartphone, the Good Samaritan sees all the information you have made public on your pet’s profile.
      
      
   2. OR, if they don’t have a smartphone, and you purchased a tag with our Call Center number, they simply call us and we’ll get you connected with the Good Samaritan so your furry family can come home quickly.
      
      
   3. With a Premium subscription, you get an email notification that your pet’s tag was scanned, and in the email is a GPS map of where they were when they were scanned.
      
      
   4. Also with a Premium subscription, you can start a PetHub Stray Alert, which sends “Lost Pet” notices to local shelters, rescues, vets and pet professionals, plus the PetHub  community!
      
      
   5. With a Premium subscription and an optional fee, you have the added peace of mind that if your pet is injured while missing, they’re protected with $3,000 of Emergency Lost Pet medical insurance through PetFirst HealthCare.

Do you have to have a smartphone to use the tag?

Nope! Not only do we have a 24/7 Lost Pet Call Center number on many of our tag options, every tag and collar has a human readable web address on it that links directly to your pet’s profile. This means someone doesn’t have to be able to “read” the QR code at all, they just need access to a browser.

Can I add my pet’s name and phone number to the tag?

Sure! Our basic aluminum tags and our collars are easily personalized for just a few dollars more.