Support Center
Need help with your Smart SOS Tag or your order?
We are here for you. Browse our FAQs below or get in touch with our dedicated team.
Our mission is to keep your pets safe and your mind at ease.
Contact Information
Email Support & Technical Assistance: shop@olypetcare.com
Response Time:
We typically respond within 24 business hours.
Product & Smart SOS Technology
How does the Smart SOS Tag work?
The tag uses a unique QR code. When scanned, it displays your pet’s emergency profile. It is a passive device (no batteries/GPS needed), working anywhere in the world.
Is the tag waterproof?
Yes, our tags are made of high-quality zinc alloy and are designed to withstand outdoor adventures, rain, and splashes.
Is the material safe for my pet?
Absolutely. Our tags are certified Lead-free and Nickel-free (REACH compliant), ensuring they are safe for daily contact with your pet’s fur and skin.
Is the tag suitable only for dogs or also for cats?
The OlyPetCare Smart Tag is universal. Its lightweight zinc alloy design (approx. 2cm - 3cm) makes it perfectly suitable and comfortable for both dogs and cats of all sizes.
What is included in my purchase?
Each purchase includes the physical Smart SOS Tag made of certified safe zinc alloy, a durable split ring for collar attachment, and lifetime access to our digital pet recovery platform.
Does the tag have an expiration date or battery life?
No. Our tags are "passive" devices, meaning they have no battery and require no charging. The high-quality zinc alloy and laser engraving are designed to last for the lifetime of your pet.
How do I activate my tag?
Simply scan the QR code on the back of the tag with your smartphone camera. You will be redirected to olypetcare.com to create your secure profile and link your contact information to that specific tag ID.
Can I update the information associated with my tag?
Yes. You can log in to your account at olypetcare.com anytime to update your phone number, address, or your pet's medical details. Changes are reflected instantly when the tag is scanned.
Are my sensitive contact details visible to everyone?
Privacy is our priority. You decide which information is public. You can choose to show only an emergency phone number or hide certain details until you manually mark your pet as "Lost" in the system.
Can I use one tag for multiple pets?
Each tag is engraved with a unique ID and QR code designed to be linked to one specific pet profile. For the safety of your animals, we recommend a dedicated tag for each pet to ensure accurate medical and contact data during an emergency.
Orders & Payments
Can I change my order after placing it?
If your order hasn't been shipped yet, we can update it. Please contact shop@olypetcare.com immediately.
What payment methods do you accept?
We accept all major credit cards and Shop Pay for a faster checkout experience.
If I pay via Bank Transfer, when will I receive my tag?
Orders paid via Bank Transfer are processed as soon as the funds are credited to our account, which typically takes 1–3 business days. Once the payment is confirmed, your tag will be shipped within 1–2 business days.
Can I pay for my tag in installments?
Yes, we offer flexible payment options. You can choose to pay in installments at checkout using Klarna, allowing you to split the cost into smaller, manageable payments.
Is there an order limit for a single tag?
There is no minimum order limit; you can purchase a single Smart SOS Tag. However, for the safety of your pets, we recommend a dedicated tag for each animal to ensure unique medical and contact data.
Are shipping costs included in the price?
Shipping is free for certain product types. If you pay shipping costs, they will be calculated and displayed at checkout based on your delivery address. We offer competitive rates for shipping from our warehouse in Italy to destinations within Italy and the European Union.
Shipping & Delivery
Where do you ship from?
All orders are shipped directly from our warehouse in Italy.
How long will it take to receive my tag?
Domestic orders (Italy) usually arrive in 2-5 business days. International EU orders (FR, DE, ES) take approximately 5-8 business days.
Will I receive a tracking ID to track my order?
Yes, once your order is shipped from our warehouse, you will receive a shipment confirmation email containing a unique tracking ID to monitor your package's journey.
Can I change my shipping address?
If you need to update your shipping address, please contact us at shop@olypetcare.com within a few hours of placing your order. Once the order has been processed for shipment, we are unfortunately unable to change the destination address.
Are there different shipping methods available?
Currently, we offer a single Standard Shipping method for all orders to ensure a reliable and consistent delivery experience for our community.
Can I get free shipping on my order?
Yes, free shipping is available for orders that exceed a certain value. For example, you can qualify for free shipping by purchasing a bundle that includes both the Smart SOS Tag and a Pet Safety Guide.
Returns & Refunds
What is your return policy?
We offer a 14-day return window for unactivated physical tags. The tag must be in its original packaging and not yet registered in our database.
Are digital guides refundable?
No. Due to the nature of digital content, Pet Safety Guides are non-refundable once the download link is provided.