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FAQ

HOW DO RETURNS WORK?

We want you to be completely satisfied with any purchase. If not any item* can be returned to us within 14 days of receipt for a refund. Due to the nature of the business we do not offer exchanges.

Please give us a ring for a returns number on 0161 503 4841 or alternatively email to Hello@smartbreeder.com.

*Due to legal requirements medicines may not be returned except to correct an error in dispatch or in response to an "official recall". If an item is believed to be faulty it should be returned for inspection and it may be necessary to forward it to the manufacturers for testing before replacements or refunds can be authorised.

This does not infringe legal rights. Please contact our customer services for a "Returns Number" which must appear on the outside of the package or it will not be accepted. We advise customers to use an insured method of shipping and to retain proof of dispatch. We may refuse returns on products specially obtained or manufactured to order. Items must be returned unsoiled and unused and sent adequately packed and carriage paid.

HOW DO I TRANSFER A MICROCHIP?

SmartChip has made the transfer process as simple as possible. 

All you need to do is visit www.smarttrace.org.uk and select transfer microchip.

1. type in the microchip number, one of two messages may appear. (registered and no transfer, or unregistered register now) don't panic click registered. 

2. create an account with your details, you need a phone number, email address and your full address. 

3. Now your account has been created you should have a pop up asking for details regarding the animal you are registering, pop in their details. 

4. You should come to a payment page, here is where you will pay £19.95 to place your new family member on an unlimited plan, this is a ONE OF PAYMENT and you will never have to pay this again, this entitles you to free admin changes on your account and protects your pet and pays for our out of hour services which we provide so you can reach us 24.7, 365 days a year.

WHERE CAN I FIND MY SMARTTRACE MICROCHIP NUMBER?

Your microchip number can be found in your SmartTrace confirmation email, or your registration card. Any scanner will also work. Microchip numbers are usually 15-16 digits long, starting with “991 900” and not “ISO”.

IS IT COMPULSORY FOR MY PET TO BE MICROCHIPPED?

As of April 6th 2016 it is compulsory to have dogs microchipped in England, Wales and Northern Ireland.

It is only compulsory for dogs, however. That said, we would recommend having any pet microchipped to you the best possible chance of being reunited with them if they do go astray.

WHAT DO I DO IF MY PET GOES MISSING?

Inform us of this as soon as you can by phone or through your SmartBreeder account.

WHO DO I CONTACT IF I FIND A PET?

Any collared pet is likely to have a name tag with contact details on it, so contacting the owner directly should be your first port of call. Failing that, we recommend approaching a local vet, animal shelter or animal warden – any of these professionals will be able to scan the pet to see if it has a microchip and take it from there on your behalf.

HOW DO I AMEND THE DETAILS ASSOCIATED WITH MY MICROCHIP?

There are two ways of going about this – either over the phone, or by logging into your SmartTrace account. Basic SmartTrace members can edit their details for a one-off fee of £9.95, or sign up for a premium membership for £19.95 for that change, and as many changes as you want from that point onwards.

HOW DO I REGISTER A PET WHEN IT HAD AN OWNER BEFORE ME?

You’ll have to get in touch and answer a series of security questions. Failing to answer any one of these correctly will result in us looking to contact the owner that is still assigned to the chip. If we can’t get hold of them, or if we’ve had no contact from them to report their pet as missing within 28 days, we are then able to register you as the legal owner of the pet. Then and only then will we add your contact details to the chip.

WHAT IS A MICROCHIP? WHAT DOES IT DO?

Our microchips are no bigger than a grain of rice, made up of a few simple components and covered in a parylene coating to prevent it moving around once it has been implanted. Microchips are a simple solution to a complicated problem, providing the simplest, cheapest and most consistently effective way of finding lost pets. With one scan of the animal in question, you find the chip number, which is paired with the original owner’s contact details.

WHERE CAN I GET MY PET MICROCHIPPED?

Any vet can microchip your pet, or alternatively, mobile implanters can come to you and microchip your bit in more comfortable surroundings.

CAN FOREIGN MICROCHIPS BE REGISTERED WITH SMARTTRACE?

They can indeed. The SmartTrace team will make sure that the chip isn’t already registered with another UK database, and then register it on theirs for a one-off fee of £19.95.

HOW DO I REGISTER A MICROCHIP WITH SMARTTRACE?

If you are a pet owner looking to transfer please view our explainer video here.

If you are a vet, breeder or implanter looking to transfer on a pet owners behalf, view our explainer video here.