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  • General

    • What is the Wagz Freedom Smart Dog Collar?

      The Wagz Freedom Smart Dog Collar is an all-in-one wireless and waterproof pet containment and wellness system. Key features include multiple, customizable geofences with Keep Out Zones, GPS pet tracking, no-shock training, LED safety light, health and activity monitoring, and much more.

    • Where can I order my Wagz Freedom?

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

    • Am I able to purchase additional batteries and other accessories?

      Yes, you can purchase additional batteries and accessories directly from our website, wagz.com.

    • What is included in the box with my new Wagz Freedom?

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

    • Can I use my Wagz Freedom outside the US?

      Right now, the Wagz Freedom is best used within the 48 contiguous United States. Please be sure to check coverage in your area: https://www.tmobile.com/coverage/coverage-map We do plan to expand to other countries in the future.

    • Where is the Wagz Freedom made?

      Wagz Freedom is designed and engineered in Portsmouth, NH (USA) and manufactured in Mexico.

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

      A detailed Quick Start Guide is included with your Wagz Freedom. If you have additional questions, please contact the Dog Nerdz at Wagz Customer Support by email at support@wagz.com or phone at 1.844.252.3140 - Monday - Friday from 9:00am - 5:00pm EST/EDT.

    • 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! Please contact the Dog Nerdz at Wagz Customer Support by email at support@wagz.com or by phone at 1.844.252.3140; Monday - Friday from 9:00am - 5:00pm EST/EDT.

    • Do you offer a military discount on the Wagz Freedom?

      Yes, Wagz offers a 10% military discount on products only; subscriptions not included. For details, please contact the Dog Nerdz at Wagz Customer Support by email at support@wagz.com or phone at 1.844.252.3140 – Monday – Friday from 9:00am – 5:00pm EST/EDT.

  • Product and Battery

    • What size dog is Wagz Freedom made for?

      Wagz Freedom is recommended for dogs weighing 15 lbs. or more.

    • How much does the Wagz Freedom weigh?

      50 grams or 1.7 oz.

    • What size is the Wagz Freedom?

      The Wagz Freedom is 2.375” wide x 2” high x 1.5” deep, including the clip in the back of the device.

    • Is the Wagz Freedom available in more than one size?

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

    • What size and type of collar does Wagz Freedom work best with?

      Wagz Freedom works best on nylon, leather, or cloth dog collars up to 1.5 inches in width.

    • How do I attach and remove Wagz Freedom to my dog’s collar?

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

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

      Yes! The Wagz Freedom features no-shock training. It uses humane corrections including audible sound, ultrasonic sound, and vibration.

    • Is Wagz Freedom waterproof?

      The Wagz Freedom is IP67 water and dustproof and can easily handle spills and splashes of water, sweat and rain. Additionally, it can be fully submerged in up to 1.0 meter (approximately 3.3 feet) of fresh water for 30 minutes. Ensure the battery is fully dry before recharging.

    • Will changes in the weather impact my Wagz Freedom?

      We expect all dogs to be outside in various weather conditions, and in general that should not affect your Wagz Freedom. 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 Wagz Freedom.

    • How do the ultrasonic and vibration corrections work?

      The ultrasonic emitter produces a loud, high frequency sound. Humans will not be able to hear it, but dogs with normal hearing will. The ultrasonic sound will not force a dog to do anything, but much like a normal loud sound, it will capture the dog's attention and distract it from any improper behaviors it may be engaged in. Training is required to teach the dog the proper behavior (for example, to not leave the geofenced area) when it hears the ultrasonic signal. This is true of the vibration correction as well. It serves as a stimulus to capture the dog's attention; however, training is required for the dog to understand what to do upon experiencing this corrective vibration.

    • How does Wagz Freedom know where my dog is?

      Wagz Freedom uses GPS to check the location of your pet and keeps your pet safe by connecting to WiFi or mobile data. The location of your pet is updated in the Wagz App.

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

      The GPS refresh time depends on whether the Wagz Freedom is asleep (low power mode) or not. If the dog is active, the Wagz Freedom will detect the movement and the Wagz App will refresh approximately every minute. When on cell coverage, GPS is updated approximately every 3 minutes.

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

      The geofence is customizable and there is no minimum or maximum size. However, it is recommended that when you create a geofence you add a 3 to 5-foot buffer on both sides of the fence to ensure the best accuracy possible.

    • Does Wagz Freedom allow multiple geofences to be stored in my Wagz App?

      Yes! The Wagz App can store up to 20 geofences based on a combination of factors; (1) number of geofences set (2) total number of “points” designated within a geofence, and (3) number of dogs assigned to the geofences. 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 inside the same perimeter?

      Each dog can have their own unique geofences, or 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.
      Note: 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 dogs share, but the system will allow you to mix and match, as needed.

    • Will my pet experience a correction upon re-entry to the geofenced area?

      No, there is no audible or vibration correction upon re-entry to the geofenced area. However, to put your mind at ease, you will receive an alert in your Wagz App that your pet has re-entered the designated geofenced area

    • How long will the battery last?

      Many factors determine battery life, primarily the activity level of your dog. On average each fully charged battery can last between 24-48 hours depending on these factors. Be sure to check your battery level on the Wagz Freedom on a regular basis, but we recommend changing your battery daily. For your convenience, you will receive a low battery warning on your Wagz App when there is 20% battery life remaining.

    • What type of battery is used with Wagz Freedom?

      There are two (2) Li-ion 4.2V batteries included with your Wagz Freedom.

  • Technology and Cell Service

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

      Wagz Freedom uses T-Mobile for cellular service, which is covered by your Wagz subscription. Your specific cellular service does not impact your Wagz Freedom.

    • Will the Wagz Freedom work without cell service? Can I use it with just WiFi?

      The Wagz Freedom uses both WiFi and mobile service. It does require connection to mobile service so that it can always keep your pet safe and so you can receive notifications via your smart device and the Wagz App.

    • Can I use my phone’s hotspot for WiFi?

      The Wagz Freedom will connect to a hotspot for WiFi access, but we do not recommend it for long-term use because it will use data on your phone’s plan.

  • Subscription Plans

    • Do I need a subscription to use the Wagz Freedom? How much is the subscription?

      Yes, you need a subscription to use Wagz Freedom as it uses cellular data to update the Wagz App. You can choose between a monthly subscription for $9.99 and a yearly subscription for $99.99.

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

      In order to change or cancel your Wagz subscription, please contact the Dog Nerdz at Wagz Customer Support by email at support@wagz.com or phone at 1.844.252.3140 - Monday - Friday from 9:00am - 5:00pm EST/EDT.

    • Is there a cancellation fee for the subscription?

      There is no cancellation fee. However, if you have registered for the yearly subscription plan it will be prorated back to the monthly rate.

  • Account Set-up

    • How do I create my Wagz account?

      Simply go to app.wagz.com to set up your Wagz account and choose your subscription plan.

    • 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 Dog Nerdz at Wagz Customer Support by email at support@wagz.com or phone at 1.844.252.3140 - Monday - Friday from 9:00am - 5:00pm EST/EDT.

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

      At this time, the locate feature is not available through the app.wagz.com website. However, you can access the locate feature through the mobile Wagz App.

  • Wagz Mobile App

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

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

    • 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 page on the dashboard, and you can easily move between your pets.

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

      Yes, multiple people can be logged into the same account. This requires you to share the email address and password associated with your Wagz account.

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

      You can access your Wagz Freedom from an Android or Apple smartphone or tablet. Your device must run iOS 11 or newer, or Android 6 or newer.

  • Wagz App Dashboard

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

      Geofence: Indicates the geofence feature. If the Wagz Freedom is receiving an accurate location, the geofence icon will be a bolded blue.

      GPS: Indicates that the Wagz Freedom has GPS. If the indicator is empty, it means your Wagz Freedom does not have GPS. If it appears as a bullseye then the collar has GPS.

      Wi-Fi: Indicates whether the Wagz Freedom is connected to Wi-Fi. If it is grayed out, that means you are not on a Wi-Fi network. If the icon shows blue, then you are connected to a Wi-Fi network.

      Cell: Indicates whether the Wagz Freedom is connected to the mobile network. If it is grayed out, that means you are not connected to the mobile network. If the bars are solid blue, then you are connected to the mobile network.

      Battery Charge: Indicates the current charge of your Wagz Freedom.

      Temperature: Indicates the ambient temperature.

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

      The Wagz Freedom can update your pet’s location from anywhere in the United States as long it is connected to a supported Wi-Fi network or a cellular network.

    • Can I use the Wagz Freedom on my other pets?

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

    • How accurate is the Wagz Freedom when locating my dog?

      The accuracy depends on a variety of factors, such as the line of sight to the sky and surrounding obstacles. The location is determined by the Global Positioning System (GPS), which has accuracy within 3 meters. We use additional technologies to enable even better accuracy when available.

    • 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 Wagz Freedom and of the user’s phone. If the Wagz Freedom 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 the battery dies, will Wagz Freedom show my dog’s last known location?

      The Wagz App will show the last known location but will not update again until a charged battery is inserted back 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 Wagz Freedom provide directions to my pet?

      The Wagz App will show where your pet is. If you are within the map’s displayed area, you will see yourself relative to the pet, 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 false alert on my App. What does that mean?

      The Wagz Freedom uses the available GPS data to determine where your pet is located. If the pet is close to a boundary, there is a chance that the location is reported within the accuracy range that violates the boundary you have set up. In these cases, we trigger an alert to be safe as the pet may be at or over the border

    • Will my Wagz Freedom work inside my home or office?

      Yes, Wagz Freedom will continue to work inside your home. However, please note that the GPS feature may not be accurate inside your home or office building 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.

    • Does Wagz Freedom make a sound or have a light?

      Yes, and yes! The Wagz Freedom does have the option of manual audible corrections. There is also a 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 Wagz Freedom track relative to your dog’s wellbeing?

      The Wagz Freedom currently tracks your dog’s step count, sleep time, exercise time, and shows you historical ambient temperatures. It also has a great feature called Fit Units!

    • What are Wagz Fit Units?

      Fit Units are a relative measure of how much energy your pet is expending. They take many different data points into consideration and let you know how active your pet is from day to day

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

      The Wagz Freedom does not alert you when it gets wet; however, the Wagz Freedom is waterproof. 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 your geofenced area. This way you will be notified if your dog enters that designated keep-out area.

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

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

  • Warranty and Return Policies

    • What is the Wagz Freedom Warranty Policy?

      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 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 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: www.wagz.com
      Toll-free: 1.844.252.3140
      Email: support@wagz.com
      Hours of operation: 8AM – 5PM (EST), Monday through Friday, 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 Return Policy?

      Wagz products have a 30-Day Money Back Guarantee.

      If you are not fully satisfied with your Wagz, Inc. product, simply return it to Wagz within 30 days of your purchase. Your purchase price will be refunded in the original form of payment. All returns must be in their original packaging. You must include your original sales receipt for the product. Your shipping, handling, and subscription costs are not refunded when returning the product. Wagz is not responsible for any lost mail. For gift returns that are received within 30 days of the transaction date, you will receive a Wagz.com E-Gift Certificate for the amount paid by the purchaser.

      To return the product, package the Wagz product in its original packaging, include your original sales receipt and ship it with a postmark no later than 30 days from the date of purchase to:

      Wagz, Inc. Customer Service
      100 Market, Street Suite 401
      Portsmouth, NH 03801

      Your original form of payment will be credited within 7-10 business days.
      If you have specific questions about this return policy, please call or email Wagz at: 1-844-252-3140 or support@wagz.com

    • How do I contact Customer Support with any questions?

      The Dog Nerdz at Wagz Customer Support are ready to answer your questions.

      For your convenience, please contact us:
      Email: support@wagz.com
      Phone: 1.844.252.3140 (Monday - Friday from 9:00am - 5:00pm EST/EDT)