Refund policy
Return & Refund Policy
Effective May 9, 2025
We have a 90-day return policy, which means you have 90 days after the shipment date of your collar to request a return.
To be eligible for a return, your collar must be in good working order in the same condition as received, with all components. You must also be able to provide your order number and name so we can look up your purchase.
To start a return, you can contact us at support@skyshepherd.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@skyshepherd.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if any item is defective, damaged or if you receive a wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@skyshepherd.com.
PRODUCT WARRANTY
(a) Safe Retrieve, LLC provides the original purchaser (the “Buyer”) with a 1-year limited warranty for SkyShepherd series products (“Product”). Under this limited warranty, if a Product is defective, Safe Retrieve will repair or replace the purchased Product, at Safe Retrieve’s sole option. This limited warranty begins from the date of purchase and continues for 1 year thereafter (“Warranty Period”). All shipping fees incurred, the cost of accessories, repairs or replacements after the first year, and labor fees associated with out-of-warranty repair work are the Buyer’s responsibility. Labor fees will vary depending on the extent of work required. To qualify for the Safe Retrieve warranty and initiate repair work, proof of purchase must be provided. Safe Retrieve strongly recommends keeping the original receipt/order number.
(b) BUYER’S EXCLUSIVE REMEDY FOR BREACH OF THIS LIMITED WARRANTY SHALL BE LIMITED TO REPAIR OR REPLACEMENT (AT SAFE RETRIEVE’S OPTION) OF ANY PARTS FOUND DEFECTIVE BY SAFE RETRIEVE WITHIN THE WARRANTY PERIOD.
(c) The foregoing limited warranty shall be void in the case of any failure to use and maintain the Product in accordance with Safe Retrieve’s operating and maintenance instructions, rough handling, mechanical damage, alteration, repair not in accordance with Safe Retrieve’s instructions, or Buyer’s failure to immediately notify Safe Retrieve of any defective Product.
(d) The LIMITED warranty sets forth the full extent of SAFE RETRIEVE’s liability and is in lieu of any and all other warranties or remedies, express, implied or statutory, and all other obligations or liabilities of SAFE RETRIEVE, with respect to the Products, including but not limited to, warranties of merchantability, non-infringement, title or fitness for a particular purpose.
(e) TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL SAFE RETRIEVE AND/OR ITS AFFILIATES OR SUPPLIERS, BE LIABLE UNDER THIS LIMITED WARRANTY FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF USE, DATA, OR PROFITS, OR FOR ANY DELAY OR INABILITY TO USE THE PRODUCT, WHETHER BASED ON CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY OR OTHERWISE, EVEN IF SAFE RETRIEVE OR ANY OF ITS SUPPLIERS HAS BEEN ADVISED OF THE POSSIBILITY OF DAMAGES. BECAUSE SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.
NOT COVERED UNDER WARRANTY
Safe Retrieve, LLC does not offer a warranty for Products purchased secondhand, except for new Products sold to Buyers through approved third-party affiliates of Safe Retrieve.
Safe Retrieve does not cover the cost of repairs and/or replacements due to misuse by the Buyer, a dog or improper maintenance. The warranty does not cover lost Products.
The warranty is void if the Product has been altered or disassembled in any way, including damages caused by an unauthorized person attempting repair work. Buyer’s Product must be sent to Safe Retrieve for any required repairs. Removing the serial number from any Product will void the warranty. Safe Retrieve reserves the right to retain or discard any parts or accessories that have been found damaged upon replacement and repair.
PROCEDURE FOR REPAIR WORK
If you believe SkyShepherd is malfunctioning, please refer to the Frequently Asked Questions section of our help center at https://help.skyshepherd.com, visit the Contact Us page on skyshepherd.com, email us at support@skyshepherd.com, or call 612-808-9925 or 1-844-SKY-SHEP (1-844-759-7437) for technical support before sending the Product to Safe Retrieve for warranty service. The cost of shipping Products, whether under or outside of warranty, to Safe Retrieve is the customer’s responsibility. Safe Retrieve is not responsible for Products damaged or lost in transit to Safe Retrieve. Safe Retrieve is not responsible for loss of training time or inconvenience while the Product is in for repair work. Safe Retrieve does not provide loaner devices or any form of compensation during the repair period.
The order number for your Product purchase may be required before warranty work is initiated.
Please include a brief explanation outlining the problem and include your contact information (name, address, city/state/zip code, daytime phone number, evening phone number, and email address) or visit skyshepherd.com for a service request form. If the repair is not covered under warranty, we will call you for payment information and authorization. For any questions concerning your Safe Retrieve Products, call 612-808-9925 or 1-844-SKY-SHEP (1-844-759-7437) during business hours [M–F, 8:00 a.m.–4:30 p.m. (Central Time)], or email specific repair inquiries to support@skyshepherd.com.
Send device to be repaired to:
Safe Retrieve, LLC/Repairs
2095 Daniels Street #474
Long Lake, MN 55356
U.S.A.