Frequently Asked Questions
🛒 Help and services
Which payment methods do you accept?
Which payment methods do you accept?
We accept major payment methods, including Visa, Mastercard, Maestro, and American Express bank cards, as well as other options such as PayPal or SEPA when available. The options offered may vary depending on your country, device, and the methods displayed at checkout.
Is payment on your site secure?
Is payment on your site secure?
Yes. All payments are processed via an encrypted, secure connection by recognized payment providers. BuddyOra does not store your full credit card details.
How can I contact you?
How can I contact you?
You can contact BuddyOra customer service at support@paw-smart.com. We generally respond within 1 to 2 business days, Monday to Friday, from 9 a.m. to 5 p.m.
For administrative information related to the European Union, the BuddyOra representative is Synertrade FR SAS, 9 rue du Bât d’Argent, 69001 Lyon, France. Administrative contact: info@syner-sarl.cn, +33 7 74 55 50 06.
FAQ
📦 Orders and delivery
Where do you deliver?
Where do you deliver?
We deliver in France and to certain European Union countries when delivery options are available at checkout.
What is the delivery time?
What is the delivery time?
Processing typically takes 1 to 2 business days. For France, estimated delivery is then approximately 3 to 7 business days after shipment, depending on the carrier, the address, and peak periods.
How can I track my order?
How can I track my order?
As soon as your order ships, you will receive a confirmation email with your tracking number and a link to track your package. Tracking information may sometimes take a few hours, and up to 24 to 72 hours, to appear on the carrier's website.
Are taxes and fees included?
Are taxes and fees included?
Applicable prices, taxes, and fees are indicated before order confirmation when applied by the shop. See our Shipping Policy for more details.
Where are the products shipped from?
Where are the products shipped from?
Depending on the product and availability, orders may be prepared by our logistics partners in France, within the European Union, or from another partner warehouse. Tracking information is sent as soon as the package is picked up.
What should I do in case of a delay?
What should I do in case of a delay?
If the tracking is not moving or if the estimated delivery time has been significantly exceeded, please contact support@paw-smart.com with your order number so that we can look into the situation.
Can I change my address after ordering?
Can I change my address after ordering?
Please contact us as soon as possible. Once the order has been processed or shipped, we cannot guarantee that the address can be changed.
Frequently Asked Questions
↩️ Returns and warranty
Can I return my order?
Can I return my order?
Yes. You have 30 days from receipt to request a return, without limiting your legal right of withdrawal where applicable.
How do I request a return?
How do I request a return?
Write to support@paw-smart.com with your order number and the product in question. Wait for our instructions before sending anything so that your return can be properly identified.
How do returns work?
How do returns work?
Our return center in France or within the European Union, depending on the case, handles the processing of returns to offer a simple experience and avoid unnecessary costs. Precise instructions are provided by our customer service team once the request has been validated.
When will I be refunded?
When will I be refunded?
Upon receipt and verification of the return, the refund is issued to the original payment method whenever possible. Bank processing times may vary depending on the payment provider.
What is the warranty period?
What is the warranty period?
Consumers benefit from applicable legal guarantees. In France, the legal guarantee of conformity applies for two years from the delivery of a new product.
What does the warranty cover?
What does the warranty cover?
It covers defects subject to applicable legal warranties. Accidental damage, bites, misuse, normal wear and tear, or exposure to water beyond the advertised rating may be excluded subject to the law.
How do I make a warranty claim?
How do I make a warranty claim?
Contact support@paw-smart.com with your order number, the product name, a description of the issue, and photos or a short video if possible.
Frequently Asked Questions
📍 Connected products and compatibility
Do I need a phone?
Do I need a phone?
Some connected products require an iPhone or Android smartphone, an app, Bluetooth, Wi-Fi, mobile data, or location services enabled. Always check the product page.
Does the GPS tracker require a subscription?
Does the GPS tracker require a subscription?
It depends on the product. The product page indicates whether a mobile connection, a SIM card, an included period, or recurring fees are required.
Is the location in real time?
Is the location in real time?
It depends on the mode used, the GPS signal, network coverage, and battery life. More frequent tracking modes may reduce battery life.
Does GPS work indoors?
Does GPS work indoors?
GPS works best outdoors with a clear view of the sky. Indoors, accuracy may be reduced or rely on Wi-Fi, Bluetooth, or mobile networks depending on the product.
Does the tracker work everywhere in Europe?
Does the tracker work everywhere in Europe?
This depends on the countries covered, compatible networks, and the associated plan. Check the product page before ordering or traveling.
Can multiple people use the same device?
Can multiple people use the same device?
Certain products allow for family sharing via the app. Only use official features and never share your password or verification code.
Frequently Asked Questions
🔋 Battery and water resistance
How long does the battery last?
How long does the battery last?
Battery life depends on the product, GPS frequency, signal, notifications, temperature, settings, and battery age.
Is the product waterproof?
Is the product waterproof?
Always check the IP rating indicated on the product page or in the manual. A water-resistant product is not necessarily suitable for swimming, salt water, or prolonged immersion.
How to charge the product safely?
How to charge the product safely?
Use a compatible cable, charge in a dry and ventilated area, and keep the product out of the pet's reach while charging. Discontinue use if the battery appears swollen, hot, or damaged.
Frequently Asked Questions
🐾 Size, comfort and safety
How do I choose the right size?
How do I choose the right size?
Measure your pet and consult the size guide on the product page. Do not rely solely on breed or weight.
How tight should a collar be?
How tight should a collar be?
It must be stable without hindering breathing or movement. Always follow the instructions in the manual and regularly check the animal’s comfort.
Can my pet wear it all day?
Can my pet wear it all day?
This depends on the product and the animal. Remove it regularly to check the skin, coat, cleanliness, and the condition of the product.
Are BuddyOra products bite-proof?
Are BuddyOra products bite-proof?
No pet accessory is completely chew-proof. Regularly inspect straps, buckles, electronic parts, and cables.
Do these products replace a visit to the veterinarian?
Do these products replace a visit to the veterinarian?
No. BuddyOra products are intended for tracking and daily use. They are not medical devices and are not a substitute for veterinary advice.
Frequently Asked Questions
🔒 Product compliance and privacy
Are the products CE marked and RoHS compliant?
Are the products CE marked and RoHS compliant?
Electrical and electronic products sold in the European Union display the applicable markings when the corresponding requirements apply. Check the product page, packaging, user manual, or declaration of conformity.
Who is the seller and who is the EU responsible person?
Who is the seller and who is the EU responsible person?
The seller is BuddyOra Limited., a company operating the BuddyOra™ brand and marketing the products offered on paw-smart.com.
For products marketed in the European Union, the responsible person established in the European Union is:
Synertrade FR SAS
9 rue du Bât d’Argent
69001 Lyon, France
info@syner-sarl.cn
+33 7 74 55 50 06
Synertrade FR SAS acts as the responsible party in the European Union for obligations applicable to product compliance and safety. It does not replace the seller.
For any questions regarding an order, product, delivery, return, or warranty, please contact:
Who is BuddyOra’s representative in the European Union?
Who is BuddyOra’s representative in the European Union?
Our legal representative in the European Union is Synertrade FR SAS, 9 rue du Bât d’Argent, 69001 Lyon, France. Administrative contact: info@syner-sarl.cn, +33 7 74 55 50 06.
How do you use my personal data?
How do you use my personal data?
Your data is used to process your order, ensure delivery, provide our services, and manage customer support. Connected products may also involve account, device, location, pet profile, activity, or diagnostic data, depending on the features used. We do not sell your personal data for advertising purposes. For more details, please see our Privacy Policy.
What services do you offer for clients in France?
What services do you offer for clients in France?
BuddyOra offers tracked delivery, 30-day returns, return processing via a center in France or the European Union depending on the case, as well as customer service in French at support@paw-smart.com.