Please Note: Due to COVID-19 impact hold times are longer than usual. Please read the below FAQs for answers to common questions. For non-emergency customer service please open a support ticket (CustomerCare@EducatorCollars.com)
Help Center
Delivery Questions
How can I track my order?
Tracking numbers are emailed when your order ships. If your order is placed before 3 PM EST on a normal business day, it will typically ship the same day. After 3 PM EST, your order will ship the next business day.
How long will it take my order to be delivered?
Due to the coronavirus impact, shipping carriers are experiencing delays.
Click the "Read More" link for detailed shipping times.
How long does it take to process & ship an order?
If your order is placed before 2 pm (PST) on a normal business day, it will typically ship the same day. After 2 pm (PST), your order will typically ship the following business day.
Frequently Asked
Which payment methods do you accept?
We accept PayPal, Mastercard, Visa, Amex, Diners Club & Discover
How do I return my product?
You can return an item(s) that you have purchased from us within 60-days. However, we never like hearing customers say “I want to return my e-collar for a refund ..it's still brand new in the opened box”.
I did not receive my order notification email - Where is it?
Order notification emails are automatically sent to the email address provided during checkout at the moment your order is placed. If you entered the correct email address during Checkout and haven't received it after 20 minutes, please check your spam folder.
If you still cannot find it you can submit a support ticket (CustomerCare@EducatorCollars.com)
My product isn't working properly - I need technical support!
Manufacturer tech support is available 7 days a week from 8:00 am to 8:00 pm during the week and 9:00 am to 5:30 pm (EST) on weekends. You can send an email to sales@ecollar.com or call their toll-free number is 855-326-5527 (this number is also on the back of your handheld transmitter).
My E-Collar isn't holding a charge anymore!
You probably need to change-out your batteries. Your owner's manual recommends doing this annually to keep your training collar running optimally.
How can I speak to someone in customer service?
Due to the coronavirus impact we are understaffed and hold times are longer than usual. You may call us on the phone at 800-560-6203, however, if this is not an emergency we encourage you to submit a support ticket (CustomerCare@EducatorCollars.com)
Product Questions
I purchased a remote e-collar but did not receive the free eBook?
Please submit a support ticket to CustomerCare@EducatorCollars.com and we will email a download link to you.
Can you help me select the right product for my dog(s)?
Absolutely! Our 2020 E-Collar Buying Guide has lots of great information to get you started, however, you can always send any questions that you have via a support ticket (Sales@EducatorCollars.com) or call our knowledgeable product specialists at 800-560-6203 Mon-Fri 8 am to 5 pm (PST). If your call goes to voicemail we are probably assisting other customers. Please drop us a short message and we will return your call as soon as someone becomes available.