FAQ – Frequently Asked Questions
Answers to your most frequently asked questions
Welcome to our FAQ. Here you’ll find detailed answers about our Bluetooth tags, GPS trackers, accessories, and orders. For any further help, our customer support is here for you.
Orders & Shipping
1. What are the shipping costs?
Two options within the UK: Standard £3.95 or Tracked Delivery + 90-Day Peace-of-Mind Guarantee £5.95.
2. How long does delivery take?
Orders are processed within 1–3 working days. Delivery usually takes 6–9 working days across the UK.
3. Can I track my order?
Yes. A tracking link will be sent by email once your order ships. You can also check via our page: Track my order.
4. Can I change or cancel my order?
Yes, if your order has not yet shipped. Please contact us quickly at shop@heathertrack.com.
5. Do you ship internationally?
No. HeatherTrack ships within the United Kingdom only.
6. What if my order is incomplete?
Some items may be dispatched separately. If something is missing, it typically arrives shortly after. Contact us if nothing has arrived after 2–3 working days.
Products & Use
7. Are your products easy to use?
Yes. Our products are designed to be simple, intuitive, and ready to use. Clear instructions are included, and support is available if needed.
8. What is the Bluetooth range?
Approx. 30–40 metres in open space. Beyond that, location updates rely on Apple Find My (iOS) and Google Find My Device (Android) collaborative networks.
9. Can I track a stolen item?
Yes. If a compatible smartphone passes near the tag, its location updates automatically, even at long distance.
10. Can I connect the tag to more than one phone?
Yes. The primary owner can share access via the app’s sharing features (Apple Find My or Google Find My Device).
11. Are the tags waterproof?
Our Bluetooth tags (iOS and Android) are IP67-certified for water and dust resistance.
12. Do the holders include a tag?
No. Our accessories (collars, mounts, bracelets) are sold separately. The tags fit easily inside.
13. How do I track my keys, bike, or pet?
Place the tag in a holder, pair it with your phone, and track it via the app. The app shows the last known location and updates when another compatible phone passes nearby.
14. What happens if I lose Bluetooth connection?
Outside Bluetooth range, the tag continues to update via Apple/Google’s collaborative networks when detected by nearby devices.
15. Do tags work internationally?
Yes. They update globally in most countries where Apple/Google services are available and compatible devices pass nearby.
16. What size are the tags?
Approx. 32 mm diameter and 8 mm thick, similar to a coin.
17. How long does the battery last?
Typical CR2032 life is 8–12 months. The app notifies you when it’s time to replace it.
18. What do you sell?
We provide:
- Bluetooth tags for iOS and Android
- Accessories such as collars, mounts, and keyrings
- GPS trackers with SIM cards for real-time tracking
Origin & Logistics
20. Where are your products made?
Our Bluetooth tags and some accessories are manufactured in China by trusted factories that comply with strict international quality standards.
21. Why do parcels ship from China?
We dispatch from a central warehouse in China for fast processing, worldwide coverage, and free shipping with no hidden charges.
22. Why does the parcel label show a different value?
The value displayed on the shipping label is for customs purposes only. It doesn’t reflect the amount paid and doesn’t affect your rights or warranty.
Payment & Returns
23. What payment methods are accepted?
We accept Visa, Mastercard, American Express, PayPal, and other local methods where available.
24. My payment failed, what should I do?
Please try another browser or payment method. If the issue persists, contact us at shop@heathertrack.com.
25. Can I return a product?
Yes. You have 30 days after delivery to return any unused product in perfect condition. Customers who chose Tracked Delivery + 90-Day Peace-of-Mind Guarantee have a 90-day protection plan. See our refund policy for details.
Support & Privacy
26. How do I contact support?
Email us at shop@heathertrack.com. We usually reply within 12 working hours.
27. Are my personal details safe?
Yes. Your data is only used to process your order. For more information, see our privacy policy.
