Frequently asked questions
Is everything really in English?
Yes — and it is a list, not a promise: website, packaging, manual, the app, its store listing, e-mails, notifications, support, warranty and claims.
Support is a chat with an assistant and a forum. We promise the language, not the response time or that you will get a person on the line.
Why a monthly fee?
The collar has its own SIM card and reports its location from anywhere with a mobile signal. It needs neither your phone nor other people's phones around it.
Bluetooth tags find a thing only where people with phones walk — so not in a field, a forest or the countryside. The subscription pays for that SIM card, the servers and the maps.
What if I lose the collar or the dog destroys it?
We send a new one. Cover for loss and damage is in the subscription price, it is not an add-on you buy on top — a replacement costs a one-off fee including shipping, once per paid year, and the damaged unit goes back.
We do not cover the battery, cosmetic wear or deliberate damage and the cover holds as long as your subscription is active. The statutory two-year warranty for defects applies independently of that and is free — for a defect we never ask for a fee.
How often do I see where the dog is?
At home the collar saves battery and reports as it goes. Outdoors — that is, off the home network — it sends the location every 5 minutes. That is the default cadence.
While you are searching, you switch to live tracking — the location refreshes every 5–10 seconds.
Where does it work?
Everywhere with mobile coverage — trips around the European Union included.
Outside the European Union, permanent roaming runs into limits set by operators and regulators.
How long does the battery last?
14 days in normal use — roughly 2 hours a day outdoors with a location report every 5 minutes, the rest of the day at home.
When the dog is outdoors all the time — the whole time off the home network, location every 5 minutes and movement throughout — it lasts 5 days.
How long does the mount last?
500 cycles of taking off and putting back on for charging, without permanent deformation. A spare mount is in the box, you do not have to buy it.
Does the collar record sound? Can you hear what is going on around the dog?
No. The collar has no microphone and so has nothing to record with. We do not listen to what happens around the dog, and we cannot add it later either.
Can it be used to punish or train the dog?
No. It has no electric impulse, no vibration for punishment and nothing else for correcting a dog.
Does it measure pulse with an optical sensor through the fur?
No, the collar has no optical pulse sensor — through fur it does not measure reliably. We read pulse and breathing from movement, while the dog lies calmly.
Does it collect health data even when I am not with the dog?
Not always. Health data travels primarily over Bluetooth to your phone — a dog on holiday without you, or in a shelter, is therefore not collecting it.
The location goes over the mobile network and works then as well.
Is the pulse and breathing measurement continuous?
No. They are measured in windows and only at rest.
Did not find your answer?
Write to peter@hikes.pet — questions, partnerships and claims all arrive at one address.