After-Sales Support Process
Reliable support from issue reporting to final resolution
We provide a 1-year warranty for our smart pet products, including smart litter boxes, automatic feeders and pet water fountains.
Our service does not simply end when the warranty expires. As long as we continue working together, our team will provide ongoing technical and after-sales support.
After-Sales Service Process
1. Submit the Product Information
Please send us:
A video showing the problem
Product model and product ID
A brief description of the issue
Our technical team will identify whether it is a software or hardware problem.
2. Software Issue Support
For software, APP or system-related issues, our after-sales engineers will:
Check the product information remotely
Diagnose the issue through the product ID
Upgrade or repair the system through the backend
Provide operating instructions when necessary
Many software issues can be solved remotely without replacing the product.
3. Hardware Issue Support
For confirmed hardware quality issues, we can provide:
Common replacement parts from our German warehouse
Spare parts prepared together with large-volume orders
A certain quantity of free after-sales spare parts based on the order quantity
Technical videos and replacement guidance
This helps distributors and retailers solve local after-sales cases more quickly.
4. Emergency Delivery from Germany
For urgent replacement or replenishment needs, available products or spare parts can be shipped from our German warehouse.
Fastest delivery time: within 3 days, depending on stock availability and the destination.
Our Service Commitment
Video Diagnosis → Issue Confirmation → Remote Support or Parts Replacement → Follow-Up
We aim to provide fast, practical and long-term after-sales support for every business partner.