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FAQs
Order & Shipping
What payment methods do you support?
We support most major payment methods and Paypal.
What delivery services do you use?
We use the United States Postal Service and FedEx to deliver our orders.
How long will it take for my purchase to arrive?
You can receive the goods within 5-20 working days.If you don't receive it for a longer period of time, the item you purchased may be out of stock or there may be a logistical problem. Please contact us at service@honeyguardian.com for details of your order.
How much does shipping cost?
We offer free shipping on orders of $39.99 and above within the contiguous United States. For orders under $39.99, a flat rate shipping charge of $5.99 will be added for contiguous United States.
How do I check the logistics track of my order?
After you place your order, the staff will process your order within 1-2 days and send you an email with the order information when the order is shipped, you can use the tracking number in it to check the order logistics.
Can I change my order?
You can cancel your order and get a full refund before the order ships and re-pass to create a new order, sorry we will not be able to cancel or change the order if the product has already shipped.
Where do you ship from?
We have warehouses throughout the United States and your purchase will be shipped from the location closest to you.
Returns & Exchanges
What is your return policy for products purchased directly from your US warehouse?
We offer a convenient return policy for pet-related products purchased directly from our US warehouse. Customers can return any product within 30 days of delivery for a full refund, provided that the item is in its original condition and packaging.
Can I exchange my pet-related product for another model or item?
At this time, we do not offer product exchanges. However, customers can return the original item and place a new order for the desired product.
Who covers the shipping cost for returning a product?
Customers are responsible for the cost of shipping for any returned pet-related products, unless the item arrived damaged or defective.
How long does it take to process a return for a product?
Once we receive the returned item, it typically takes 2-3 business days to process the return and issue a refund to the original payment method.
What should I do if my pet-related product arrives damaged or defective?
If your pet-related product arrives damaged or defective, please contact our customer service team within 7 days of delivery to initiate a return or exchange. We will cover the cost of return shipping and provide a replacement or refund as needed.
Pet Feeders
Why the LCD screen does not light up when plugged in?
1)Poor contact of the power adapter.
2)There is a problem with the power adapter, please contact the seller on Amazon for a new one.
2)There is a problem with the power adapter, please contact the seller on Amazon for a new one.
Why the food won’t come out?
1) Please be sure to fill with dry food, kibble size should range from 2-12mm/0.07-0.47 inch diameter.
2) Check whether any foreign objects are placed. Disassemble the food tank and check the chute, and also check the food outlet.
3) Check whether the power adapter is connected or there is any outage when no battery is installed. And also check whether it’s low battery level.
2) Check whether any foreign objects are placed. Disassemble the food tank and check the chute, and also check the food outlet.
3) Check whether the power adapter is connected or there is any outage when no battery is installed. And also check whether it’s low battery level.
Does the pet feeder work must with the power adapter and battery at the same time?
No. The pet feeder can be worked under the power adapter, battery is back up. In order to prevent power outage, We recommend using the power adapter and batteries at the same time(Batteries are NOT included)
Is there an indicator light when the battery is low?
Yes. When the batteries are low, the battery level sign on the LCD screen will turn on. After new batteries are installed, the sign will be turned off.(Battery model :4*D size alkaline)
Why I can’t hear any voice recordings when feeding?
Please press the Recording button to check whether the recorded successfully. If no sound is heard, you may need to record again and be sure to save following instructions in the Recording Setup section.
Can automatic feeders be filled with wet food?
Sorry no, the product is only suitable for dry food.
Can the voice recording be turned off with no affect meal schedule?
Yes, you can press the Recording Button twice until the recording indicator blinking 3 times, then the recording message is removed.
Does the unit reset after 6 feeding, or does it just stop feeding?
Once you set the feeding schedule, it repeats everyday until there is no food in the food tank.
Does it alert you when it is low/out of food?
Yes. When the food hopper is short of food, the blue light will flash only when the next meals dispense, it means the motor run then the machine will detect the food shortage. Please add the food then the light will turn off.
How to delete/reset the feeding schedule?
Please open the lid and press the reset button.
Why does the phone can’t connect to the pet feeder when only use batteries?
Only using the battery cannot satisfy the power supply of the device in WiFi mode, the device must be powered by an adapter when using the APP control.
Why does the phone can’t connect to the pet feeder when only use batteries?
For saving battery life,The WiFi function can only be used when the adapter powered.
How long does it take for home delivery?
We use Royal mail and DHL to send most of our UK orders.Euro Car Parts reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
I obviously bought a double-basin feeder, why does my user manual show a single basin?
Sorry this is a problem with our design, but in fact both use the same instruction manual, which contains detailed instructions for the use of the double spray feeder inside.
For two way distributor system, Why the food split not evenly in each bowl?
The first few portions may vary and it doesn’t mean a faulty equipment. After several feedings it should be almost even.
Other Question
I have lost my product manual, where do I find the electronic version of the manual?
You can find the appropriate manual for your product from the User Manual page in the Support navigation on the website at https://www.honeyguardian.com/pages/user-manual
How long is the warranty on your products?
All of our electronic products have a 1 year warranty.
Is the information I enter on the site protected and is the checkout secure?
Please be assured that our website follows a strict privacy policy and that emails are only used to facilitate follow-up with you about our products and various promotions, we do not disclose customer information. For more details on the privacy policy: https://www.honeyguardian.com/pages/privacy-policy