Help & Contact

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How Can I Help?

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    Welcome back!

    Hopefully your query is something simple that can be quickly resolved.

    OK, it's something relating to your device.

    The vast majority of questions can be quickly answered using the available information, but don't worry if not - we're here to help.

    First, re-check the Manual (just in case!)
    If it's a usage issue, it's worth checking the relevant section in the manual again, as you may have overlooked or misunderstood something (it happens!)

    Check the Help Portal
    Your GPS Tracker’s Help Page web address can be found in the back of the manual (and mentioned on the Welcome Sheet if you still have it). The detailed and thorough online guide is PACKED with useful tips and solutions for your specific GPS Tracker. The vast majority of issues are solved there, including charging, usage, changing time zones, unusual/lack of text responses and lots more.

    If you're still stuck, there's a thorough contact form there for you to get in touch with details relevant to your issue. That way we should have all the information we need to resolve your issue faster, rather than needing to get back to you for more details.

    OK no problem, just give us your information and we'll look up your order. We'll be back in touch asap to point you in the right direction.

    OK, it sounds like it might be something related to your device that doesn't require a fix as such.

    Please give us your details (you can leave any boxes you don't feel are relevant), and we'll be back in touch asap to see how we can help.

    Sorry it hasn't arrived yet!

    If you chose faster shipping, it will have been sent First Class Signed For, so should be with you within 3 days. Orders made before 3pm are often sent the same day, and show up the day after, but it can take a few days depending on Royal Mail. No orders are dispatched on weekends or Bank Holidays.

    If you chose the free standard shipping option, it should be with you within 5 days, but again may take a little longer on rare occasions.

    If it's been less than a week since your order, please just wait a few more days and it'll more than likely show up.

    International (non-UK) orders will of course take a little longer, between 1-3 weeks.

    OK, I appreciate how annoying that is.

    Perhaps an attempted delivery was made, or it's stuck in the system somewhere.

    Give us your information and we'll look up your order to see what's going on. We'll be back in touch asap to update you.

    Thanks for your order!

    That shouldn't be a problem.

    Hopefully it hasn't been processed yet, so let us know:

    That shouldn't be a problem.

    Hopefully it hasn't been processed yet, so let us know:

    You need it guaranteed next working day?

    If you've only just made your order, and it's before 3.30pm, there's hopefully still time.

    Please be aware that Special Delivery is guaranteed for the next working day, which doesn't include Saturday. If it's a Friday, it will most likely get there just as fast via First Class Shipping.

    Click here to purchase Special Next Day Delivery for your order, at £9.99 (excl VAT).

    We'll match your details to your order, but you can mention your recent order number if you like in the Shipping Notes section at Checkout just to be sure. You should then get a confirmation email for both orders (the original tracker order, and Special Delivery add-on) to know it was successful. On the small off-chance it was too late, don't worry, we will of course refund your Special Delivery.

    OK!

    Hopefully it hasn't been processed yet, so let us know:

    Great! We'd love to hear from you.

    Please share your feedback, reviews or stories of how your device has been used. It's always great to hear how they're proving useful.

    No problem!

    Please let us know more, and we'll be back in touch asap.

    Thank you for your interest and for visiting our site.

    Please get in touch below and we'll be in touch as soon as possible!

    No problem.

    You're welcome to call us on 01392 580655 to place an order.

    A sales advisor should be available, but if not (we don't use call centers or automated machines), just leave a clear voicemail and someone will call you back very soon.

    Thanks for your interest in our products.

    Below are some information pages on the site that might answer your question (all the links open in a new tab so you won't lose this page), but if it's something else or you don't fancy browsing the site then just tick the box below.

    Our Stray Star GPS Tracker (read about or purchase) | Further Details section

    How GPS Trackers work
    How Text Locations work
    SIM Costs when using our Tracker
    Learn about Safety Alerts (SOS, geo-fencing, falls)
    Online tracking
    Sharing access with friends, family or carers
    Using our GPS Tracker for dementia

    Other general Frequently Asked Questions

    No problem, please get in touch below and we'll get back to you asap.

    Of course, sometimes it's better to talk to a person!

    You're welcome to call instead on 01392 580655 to chat about your needs and discuss how our GPS Tracker could help. A sales advisor should be available, but if not (we don't use call centers or automated machines), just leave a voicemail and someone will call you back when possible.