Frequently Asked Questions
Thanks to many years of research, development, and testing – PetPace is the only smart collar measuring such an extensive range of data non-invasively, anytime, and anywhere. Our AI-based collar collects pets’ vital signs and biometrics accurately and continuously, enabling early detection of illness, stress, and other health-related issues.
The PetPace collar uses non-invasive sensors to track all elements underlining your pet’s overall health and well-being. The key lies in the 24/7 AI health monitoring and analyzing system following their health status and notifying you if abnormalities are detected.
Unlike other products that collect only activity or location data, PetPace uses sophisticated AI models to analyze data relating to your pet’s physiology, behavior, and routine – and gives real-time updates regarding their well-being.
The craft of designing the PetPace collar lasted over three years and was extensively tried on thousands of pets. The tests were performed collaboratively with leading American, European, Israeli, and Australian veterinary, government, and research institutions.
The collar’s accuracy was validated by comparing its data to data coming simultaneously from various electronic monitors and manual measurements collected by veterinarians and trained veterinary technicians.
Yes. PetPace complies with the Federal Communications Commission (FCC) limits regarding radio frequency (RF) electromagnetic fields – following the same standards of RF exposure limits of mobile phones.
PetPace collars were designed with a veterinary expert’s guidance and were shaped to be worn long-term by pets. Our accumulated experience ever since 2015 has ensured a good fit for dogs of most breeds, , sizes, ages, and colors.
Battery consumption depends on the usage profile. WiFi is significantly more energy efficient than cellular. Therefore, we recommend connecting the collar to your home WiFi network and to other networks where the pet may spend substantial amounts of time, such as in an office, daycare, or relatives.
Under normal circumstances, for an average pet that spends most of the day at home and takes occasional walks outside, the battery will last around 3 weeks between charges. Dogs that spend long hours away from WiFi will have shorter battery life.
The battery is charged using a designated charger supplied by PetPace. A complete charge takes approximately 2 hours.
Running reliable, accurate, and advanced AI models requires data. Lots of data. To establish the data foundation, PetPace collects your pet’s personal information over time for the models to work properly. Long-term follow-up activates more features and brings more accurate predictions. Read more here.
PetPace uses a global eSim embedded inside the collar. You do not need to do anything or subscribe to any service to activate it.
Currently, PetPace collar uses WiFi or Cellular connection (BT will be coming soon). The following can prevent synchronization:
The phone or collar’s batteries are drained
WiFi is down
Lack of cellular coverage
If basic troubleshooting does not work – contact us for support.
To change the operation mode or data syncing frequency, open the main menu -> pet settings -> collar configuration -> collar operation mode -> select mode from the list.
The PetPace app supports multiple pets per household. You can buy extra collars and track them all from one account. Tap on the pet’s picture in the top right corner of the app to see your list of pets and to switch the view between profiles.
Yes, please see cats.petpace.com
Currently, it is available in the US, Canada and Europe. Other places will follow soon.
You can find the collars in our online shop.
The PetPace Collar comes in 3 sizes – Small, Medium, and Large.
It requires no shaving and is designed to be worn comfortably by your pet for the long term. Follow the size chart to
choose by weight or neck size measurements.
| Size | Weight | Neck Circumference |
|---|---|---|
| Small | 8-20 lb. 3.6-10 kg | 8-12 in. 20-30 cm |
| Medium | 20-60 lb. 10-28 kg | 10.5-18 in. 26-46 cm |
| Large | >60lb. >28 kg | 16-24.5 in. 40-62 cm |
Inside the PetPace collar package are:
PetPace Smart Collar
Charging Cable
Power Adapter (only in the US)
Quick Start Guide
The PetPace collar is lightweight yet rugged and waterproof. It comes in 3 sizes: Small, Medium, and Large, which weigh 60g/2.1oz, 90g/3.2oz, and 100g/3.5oz, respectively.
The collar requires no shaving and is designed to be worn comfortably by your pet for the long term, just like a regular collar.
Yes. The PetPace collar has IP68 and IP66 ratings, meaning it can work after being submerged in water up to 1 meter deep for about 30 minutes.
PetPace collar is dirt and dust-proof. If the collar gets dirty, salty, or dusty, it’s best to clean it with fresh water to get rid of any remaining dirt.
No, the PetPace collar is not intended for leash attachment. Pulling it with the leash may cause the collar to move or rotate out of its position and prevent data transfer.
PetPace collars come with a 1-year warranty. We believe in our product and want you to get the most out of it. If you encounter any defects, contact us about the issue.
If, for any reason, you are unsatisfied with a device or physical product you purchased directly from PetPace on our website located at petpace.com, you have 30 days from the date of such purchase to request a full refund.
The PetPace Product must have been purchased from petpace.com.
All contents of the product, including the user manual and charger, must be returned inside the original package To initial a return, you must request a return via our support team at ‘[email protected]‘ within 30 days from the date on which you purchased the PetPace Product (“Return Period”).
PetPace may require that you furnish proof of purchase details and/or photos to show that the product has not been damaged. PetPace will confirm receipt of your request immediately and log your request. Please allow up to 5 business days for a return request to be granted.
You must return the PetPace Product in accordance with our shipping instructions. When PetPace grants a return request, we will provide return shipping instructions and a return address.
The returned PetPace Product (including all parts) must be in good, clean physical condition (not physically broken or damaged, with minimal wear/scratches), in its original packaging. Any accessories and documentation originally included with the PetPace Product you purchased must be included with your return.
Shipping and handling charges and taxes paid (e.g., state, customs, VAT) are not refundable.
Return shipping is paid for by the customer. You are responsible for all shipping charges and shall assume all risk of loss or damage to the PetPace Product while in transit to us. If you return a PetPace Product to us without all parts, we will charge the customer for the missing pieces at a cost of (1) $20 USD for the charge and (2) $20 USD for the original box. If the collar or any other part is missing or damaged, PetPace reserves the right to refuse the return.
When you return a PetPace Product, we recommend that you use a tracking service for your protection.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned PetPace Product. We will also notify you of the approval or rejection of your refund request. If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Refunds will be processed and paid within 2 weeks of our receipt of the returned PetPace Product.
Please note that, depending on your credit card company or bank, it may take an additional 2 to 10 business days after your credit is approved to post to your account.
If a Return Request is granted for a PetPace Product under this Return Policy, any subscriptions or activation fees associated with the purchase of the returned PetPace Product will be canceled when your return is received; you do not need to submit a separate request for the cancellation.
We will not accept unauthorized returns (e.g., re
You can find detailed specifications here.
Need Support?
Our team will be delighted to assist you and provide you with the finest service possible.
Getting Started
Open the package and take out the collar, charging cable, and power adapter.
Connect the charging cable to the power adapter and plug the adapter into an electric socket.
Connect the charging cable to the collar and leave it to fully charge.
Take a look at the Quick Start Guide inside your PetPace box for detailed instructions and illustrations.
A complete charge takes about 2 hours. The LED light turns green when the collar is fully charged, and 100% battery is displayed on the App screen.
You can download the PetPace app from the Play Store or the Apple App Store.
Insert the charging cable into any USB port when its end should be connected to the back of the PetPace collar using the four magnets.
If the LED is:
- White – The collar is connected and charging.
- Blinking blue – The collar is ready to pair with the App and is in set-up mode.
- Green – The collar is fully charged, and it’s time to place it on your pup.
Insert the charging cable into any USB port. The other end should be connected to the back of the PetPace collar using the four magnets. The LED should turn to white (if the light is blinking blue the collar is ready to be paired with the APP).
- The blinking blue light indicates the collar is in setup mode.
- The constant white light indicates the battery is charging.
- A green light indicates it is fully charged (which takes around 2 hours for an empty battery). You’ll receive a notification when the device is fully charged.
- Once the battery is charged, place it back on your dog.
Download the app and tap Sign Up.
Fill in the required information, confirm the Privacy Policy, and tap Sign Up.
Open the confirmation email and verify your email address.
Your account is set and ready to go!
Click on “Create Pet Profile”
Fill in all required data
If you own more than one pet, create a new profile for each.
You can create and switch between additional pet accounts by tapping on the pet’s name
in the top right corner of the dashboard, which takes you to “Pets List”.
Setup requires an active WiFi connection.
Being near the WiFi router ensures a strong WiFi connection and allows you to register the collar’s default location accurately.
Charging frequency depends on the collar’s operation mode:
- If the collar is being used in the standard mode of transmission (every 30 min.),
the battery lasts for 4 to 6 weeks. - In the rapid mode (data download every 15 minutes),
the battery should last for 2-3 weeks. - In the intensive mode (every 2 min.),
the battery will likely need to be charged every 48-72 hours.
The user will receive alerts before the battery is low, beginning at 20% battery life.
Yes. The collar will automatically run on cellular data without a known WiFi network.
Yes, you can define up to 5 WiFi networks per collar. The collar will automatically connect to known WiFi networks based on their proximity.
Yes, but it’s available only to veterinarians and researchers.
You can log in to the same PetPace account from multiple devices concurrently, so if a pet has more than one owner, they can track it using the same account.
Yes, you can create multiple profiles for each of your pets with a PetPace collar.
To switch between profiles, tap on the pet’s name in the upper left corner of the dashboard to get to your complete list of pets.
Go to the contact us page on our website to contact customer support. All support requests must include your account name, collar ID (if you have it), contact details, and specific support issue details.
The cones serve as acoustic concentrators that help us acquire the pet’s biometric signals. They are made of soft and pliable plastic and don’t result in any harm or discomfort to the pet, even with prolonged usage.