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?
We offer free home delivery with no minimum spend required.
2. How long does delivery take?
Orders are processed within 1–3 working days. Delivery usually takes 6–9 working days depending on your location and the courier.
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?
Yes. We ship to many countries. Costs and delivery times vary by destination and are shown at checkout.
6. What if my order is incomplete?
Some items are dispatched from different warehouses. If something is missing, it will arrive separately. 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?
The direct range is approx. 30–40 metres in open space. Beyond that, location updates rely on the collaborative Find My networks via nearby iOS or Android devices.
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 with 4–6 other people, depending on whether you use Apple’s Find My or Google’s Find My Device.
11. Are the tags waterproof?
Our Bluetooth tags are IP67-certified, making them resistant to water and dust. They are suitable for outdoor or damp conditions.
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 of Bluetooth range, the tag continues to update its location when detected by Apple or Google’s global networks. This ensures coverage even abroad.
15. Do tags work internationally?
Yes. As long as compatible smartphones are nearby, the tag will update globally in most countries where Apple or Google services are available.
16. What size are the tags?
Approx. 32 mm in diameter and 8 mm thick, similar to a coin.
17. How long does the battery last?
Each CR2032 battery lasts 8–12 months. The app notifies you when the battery is low.
18. What do you sell?
We provide:
- Bluetooth tags for both iOS and Android
- Accessories such as collars, mounts, and keyrings to secure tags
- GPS trackers with SIM cards for real-time tracking
19. What is the difference between Bluetooth tags and GPS trackers?
Bluetooth tags are subscription-free, use Apple or Google networks, and have long-lasting batteries. GPS trackers require a SIM card and subscription but provide continuous 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 depending on your country.
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 14 days after delivery to return any unused product in perfect condition. 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.
