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Helpful FAQ Topics

Size Guarantee

We can replace any active Service Plan holder's collar within your first year of service.  If the collar you ordered doesn't fit or your puppy grew, we'd be happy to send you a different size.

Note:

  • It's just the leather or nylon collar you are exchanging since the Link Unit (the "smart" component of the smart collar) is one size.
  • The collar carrier or sleeve can also glide onto any standard sized one inch width collar

90-day Product Guarantee:

  • Orders placed on linkakc.com are eligible for a 90-day product guarantee. 
  • If you wish to return, and you purchased from our website, call us within 90 days of purchase for a full refund on your product purchase price.
  • You must return the entire LINK kit, undamaged, before we can issue a refund. 
  • Used service plan time is non-refundable. Please refer to our Service Plan Cancellation policy to learn more. 
  • If you purchased LINK from Amazon or another third party retailer, you must contact that vendor in order to return, as your return is subject to their return policies.  You must also contact Link customer service to cancel your subscription service plan.
  • Learn more about return and cancellation policies

What is it and why do I need it?

Think of the LINK Service Plan like a cell phone service plan for your dog: it enables data to be transmitted from the LINK smart collar to your LINK app via cellular, which allows you to know your dog’s location, activity levels, and much more.

Additional LINK Service Plan Benefits:

  • Size Guarantee
  • 24/7 complimentary Pet Poison Helpline access

How do I sign up:

  • Download the LINK app from Google Play or the App Store.
  • Sign up for your dog's service plan during the app setup process (wait until you've physically received the smart collar in the mail)

Service Plan Pricing:

  • All you're customizing is your preferred billing term.
  • Monthly plans are $9.95 per month and billed each month.
  • Save 20% by pre-paying a 1-year plan (equivalent to $7.95 per month)
  • Save 30% by pre-paying a 2-year plan (equivalent to $6.95 per month)

Carrier & Connectivity:

  • Connectivity plays a key part in the LINK ecosystem because data is sent from the smart collar to your app via cellular data
  • LINK uses the AT&T cellular network to relay smart collar data
  • Your dog's LINK plan is independent of your own cellular service plan - so it doesn't matter if you have Verizon, Sprint, AT&T, etc.
  • Good AT&T cellular signal is important for receiving timely alerts, 3 days battery life, etc.
    • Those using microcells to boost their cellular signal at home may experience difficulty using LINK as AT&T doesn't support LINK on microcell.  

LINK ships FREE via ground shipping!  

Shipping Process

  • You will receive an order confirmation email once your order is placed.
  • Please allow up to one business day for order processing.
  • Once LINK ships, you'll receive an email with tracking information.
  • Ground shipping is approximately 3-4 business days.
  • Faster shipping speeds are available and can be chosen during the checkout process.

Other Shipping Information:

  • Orders placed Friday night and over the weekend should ship Monday.
  • Yes, we can ship to PO Boxes (via USPS Ground shipping).
  • Shipping to Hawaii & Alaska may take longer.

International Shipping:

  • At present, LINK is only available for sale and usage in the United States.
  • We hope to be in Canada, Europe and other countries soon.

Important sizing information:

  • Don’t stress over size! All you're customizing is the size of the included leather or nylon collar.
  • LINK is lightweight, curved to fit the natural contours of a dog's neck and can comfortably fit dogs ten pounds and up.
  • The LINK unit is the "brains" of the smart tracker and is one size.  It weighs about as much as a light bulb and is very lightweight.
  • The carrier or sleeve secures the LINK unit on the collar, and can be threaded onto the included collar or your own standard one-inch width collar.

How to determine which size to order:

  • Measure your dog’s existing collar length.
  • Loosely measure the circumference of your dog’s neck, in inches, around where you would normally place a collar.
  • Remember to add on an inch or so as you do not want the collar too tight on the neck - you should be able to fit two fingers between your dog’s neck and collar.
  • With our Size Guarantee you can exchange an undamaged collar for a different size during our first year.

Is LINK waterproof?

  • LINK is rated IP67, which means it is waterproof in up to three feet of water for up to 30 minutes. 
  • LINK was designed to be durable and withstand the rugged daily demands on a dog collar.

Battery Life:

  • LINK should last up to three days with normal use -- but just like your smartphone, battery life ultimately depends on what features you use.
    Learn More About Battery Life

iOS & Android Compatibility:

  • The Link and Link Plus are compatible with Bluetooth-enabled Apple and Android smartphones.
  • Minimum operating system requirements are iOS 11.0 and Android 6.0.

International:

  • At present, LINK is only available for sale and usage in the United States.
  • We hope to be in Canada, Europe, and other countries soon.

Collar Materials:

  • The classic collar is made from premium quality leather.
  • The sports collar is nylon. The LINK unit included in the Sports kit does not contain leather.

What is it

A benefit of an active LINK service plan is peace of mind knowing that you can receive immediate, expert attention to a dog poisoning scare through our partners at the Pet Poison Helpline, at no additional cost.

  • Complimentary phone consultation with a veterinary professional trained in toxicology, along with any follow-up phone consultations with you and your veterinarian.
  • Pet Poison Helpline is the only multi-disciplinary animal poison control, with experts in both human & veterinary medicine including board-certified veterinary toxicologists.
  • Pet Poison Helpline’s services are available to you 24/7 at no additional cost.
  • Learn more about Pet Poison Helpline.

How do I use it

  • If you are an active service plan holder and you need to use this benefit:
    • Tap "Customer Support" from the Settings Menu,
    • You will see the LINK dedicated line there.

If you are an active service plan holder and you need to use this benefit, contact the Pet Poison Helpline via the phone number in your app (Tap "Customer Support" from the App Menu, you will see the LINK dedicated line there).

While you certainly could use LINK on a cat, LINK was designed for dogs. Features like insightful activity monitoring, as well as the overall app experience, were designed to help you know your dog better and make dog ownership easier.

LINK is lightweight, curved to fit the natural contours of a dog's neck and can comfortably fit dogs ten pounds and up.

You don't need to return your LINK tracker to get a different size collar!  With our Size Guarantee we can replace any active Service Plan holder's collar, regardless of where you originally purchased.  

Remember, the "smart" component of the smart tracker is one size and lightweight, so you can use LINK on your own collar while you wait for us to send you a different size.  

LINK can comfortably fit on dogs 10 lbs+ and affix onto any standard one-inch width collar.

Follow these steps for XS LINK Smart Collar and the LINK Sport Sleeve.

  1. Open both ends of the sleeve and insert the collar into one end.
  2. Thread collar through the sleeve.
  3. Open the front Sleeve panel and align the LINK lettering.
  4. Insert tracking unit into panel.
  5. Firmly secure all three velcro patches.

Assembly tips:

  • It's easier to assemble the sleeve before you put the collar on your dog.  
  • Thread the collar first, insert the LINK unit second.
  • Make sure you thread the collar all the way through the sleeve, otherwise it won't be as secure.

Don't have a sleeve but want one?

  • Sports sleeve accessories can be purchased on linkakc.com and include a nylon collar.

More than one person using the LINK app?

  • Go through the setup process on one device.
  • Then share login in credentials with anyone you'd like to use the app.
  • More than one person can be connected to the app at the same time, however:
    • If one of you is with the dog, but the other isn't, both of you will see "With You" on the screen.
    • If you are both with the dog, only one of you can be active in the app at a time. 
  • Remember that for optimal LINK app experience you should have all permissions set to "always".

Multiple dogs using LINK?

  • Step 1: Set up one of your LINK smart trackers.
  • Step 2: From the app home screen, tap the More Menu.
  • Step 3: Tap on Settings and My Dogs.
  • Step 4: Tap on the "+" to go through the setup process for your second LINK
    • Do this instead of hitting next to connect base station. 
  • Tip: Only power on one of your LINK trackers at a time as you activate.

Battery Life:

  • With normal use, battery life is up to three days.
  • Make sure the base station is always plugged in, so when your dog is home alone her LINK is conserving battery. 
  • Learn More About Battery Life

How to charge LINK:

  • Place the LINK unit on the base station.
    • The charging pins on the LINK unit should align to the base station pins.
    • The base station must be plugged in and have power.
    • A full charge takes between 2-4 hours and your LINK unit is fully charged once all four base station lights are illuminated.
  • Note: if LINK powers off, you need to manually turn it back on after charging.
  • Tip: Charge your LINK every night, just like you do your smart phone, so that you are both prepared for whatever the next day may bring!

Why is my LINK blinking green?

  • To make it easy to tell when your LINK is on, we have an on/off indicator: if it is powered ON, you'll see a dim, green blinking light on the LINK unit.

LINK monitors your dog's location, allowing you to track anywhere in the US as long as it has connectivity. As long as you have cell signal and your dog’s LINK unit is on and charged, you are able to see its location via the LINK app. LINK uses advanced GPS, Bluetooth, Wifi and cellular data to provide your dog's location.  

Location tracking isn’t just for lost dogs, it can be used to know when and where the dog walker or kids take your dog out, for example. It's fun to learn more about your dog's day!

How does it work?

  • Safe zones are automatically created during setup, and monitor where and who your dog is with.  We use Bluetooth connections in safe zones conserve power.
  • When your dog is in a safe zone, you’ll see “With you” or “Near base station” on your app, and the map location will be that of the smartphone or base station.
  • If the Bluetooth connection is broken, LINK uses cellular data and you’ll be notified that she’s “Away”.
  • We will notify you if your dog has a location state change to or from “Away” so that you can track location with GPS
    • Getting an “Away” message doesn’t mean your dog is lost!  
    • It could  just be with someone that does not have the LINK app, like your dog walker or child.

GPS Tracking in "Away":

  • Stay on the location screen (that turns GPS on, leaving the screen turns it off).
  • You should see a first location within 3-5 minutes.
  • The screen communicates the last known information and continuously updates, so long as LINK has connectivity (AT&T signal) and clear line of sight to the sky (commercial GPS cannot track indoors).
  • Paw prints reflect her most recently known locations, so you can get an idea of where she may be headed.
  • Lost Mode / Track My Dog keeps GPS turned on if you leave the screen.
  • Leaving the location screen (without Lost Mode / Track My Dog enabled) turns GPS off.
  • GPS will drain the LINK battery faster, so only use GPS when you really need it.

Location Checklist:

  • Always keep the base station plugged in.
  • Always keep your app running in the background.
  • Enable all permissions to "always".

Taking too long to track?

  • If it's been more than five minutes and location hasn't updated, LINK is either unable to connect to the AT&T network and/or unable to find a GPS satellite.  
  • LINK needs to have a cellular connection to communicate to the network, which communicates with your app.
  • LINK needs a GPS satellite connection in order to know its location.  It must have clear line of sight to the sky to do this.  Being indoors, under a bridge, in a heavily wooded area, etc are GPS satellite barriers.

Feature functionality in and out of safe zones:

  • Feature functionality is limited in “Near base”, in order to conserve battery. 
    Some feature functionality is impacted in "Away" in order to prioritize location tracking (for example, you cannot adjust temperature alert preferences in "Away").
  • LINK uses advanced GPS, Bluetooth, Wifi and cellular data to monitor and track your dog’s location. 

Not only does Link help you take a more informed and active role in managing your dog's well-being, but it also helps you feel more connected to your dog than ever before. Link accomplishes this through our unique combination of features!

Location:

LINK monitors your dog's location and notifies you if they leave the safe zone automatically designated by the base station and your phone or a temporary one created by you. As long as you have cell signal and your dog’s LINK unit is on and charged, you are able to see their location via the LINK app. LINK uses advanced GPS, Bluetooth, Wifi and cellular data to provide your dog's location. Furthermore, location tracking isn’t just for lost dogs! It can be used to know when and where the dog walker or kids take your dog out, for example. It's fun to learn more about your dog's day!

Wellness:

LINK uses several features to help you manage your dog’s wellness, so you can have peace of mind knowing you are doing what’s best for your dog. 

Activity Tracking: 

LINK can help you manage your dog's wellness and allows for accountability in making sure your dog gets a healthy amount of exercise. Receive an activity goal customized to your dog's age, breed, and size rooted in knowledge derived from the American Kennel Club. With a proprietary three-axis accelerometer, LINK tracks and measures your dog's daily movement by accurately identifying moderate vs intense movement throughout your dog's day. 

Vet Records & Reminders: 

Save multiple vet records, vaccinations, licenses, certificates, and other important documents in your LINK app and set reminders to follow up on important wellness-related items. This feature consolidates your dog's records for easy access on the go!

Temperature Alerts:

LINK can monitor the ambient temperature of your dog's environment and notify you if the environment may be too hot or too cold for your dog. 

Adventures:

Start adventures with just the touch of a button! Use this feature to record, remember, and share special adventures with your dog.  Each new Adventure that you create will record your trail, mark where you took photos, and allow you to store your special memories. The app also allows you to easily edit the pictures taken along the way. Past Adventures are also stored in the app - think of it as your digital scrapbook where you can store unlimited Adventures!

Light & Sound:

LINK has an LED Light and Sound feature that are controlled through the app. Access the Light or Sound button directly from the top bar of the home screen just below your dog's name. Use the Light feature to see and be seen! The Sound feature may be used as a training aid, as training with sound is a proven method for building good dog behavior.

LINK can help you manage your dog's wellness and keep you accountable for making sure your dog gets a healthy amount of exercise. Receive an activity goal customized to your dog's age, breed and size rooted in knowledge derived from the American Kennel Club. With a proprietary three-axis accelerometer, LINK tracks and measures your dog's daily movement.

Activity Feature overview:

  • Data is uploaded hourly, so you may not immediately see activity update right after a walk or run.
  • The top of the activity screen depict periods of exercise (medium and high intensity movement).
  • The middle histogram shows all movement during the day (including low intensity activity).
  • Your activity goal is recommended based on the age, breed and size of your dog. If you have a mix, we'll ask you some additional questions about your dog to give you a good recommendation.
  • You can change your activity goal at any time by tapping "Goal".
  • Each time she consecutively meets her daily activity goal you will earn an activity streak!
  • View historical daily activity by swiping across activity screens or tap the calendar icon.

LED Light Feature:

  • You are going to love using the LINK LED light because no matter where you live or what kind of dog you have, we all have to take our dogs out in the dark!
  • It makes day-to-day dog ownership easier for you and your family!
  • Use the Light to see and be seen.
  • The Light is disabled when your dog is home alone to conserve battery.  

Sound Feature:

  • This feature may be used as a training aid, similar to clicker training.
  • Turn this feature on by pushing the Sound icon, which you will see in the top bar of the home screen just below your dog's name.

LINK can monitor the ambient temperature of your dog's environment and notify you if the environment may be too hot or too cold for your dog. 

To activate this feature:

  • Tap on the More Menu and then Temperature Alerts.
  • Tap On/Off button at the bottom center.
  • Customize your preferred High and Low alerts by using the "+" and "-" buttons
  • Tap Save.

About this feature:

  • This feature measures the ambient temperature of the LINK unit's environment.
  • If a temperature at or above the range you've specified is detected, you will receive an alert.
  • False high temperature alerts can be triggered if the LINK unit is covered by the body heat of a sleeping dog, nestled against a blanket, etc. 
  • You can edit your threshold settings at any time, just make sure to hit Save.

You and your dog will have so much fun using the Adventures feature!

Use this feature to record, remember and share special adventures with your dog.  Each new Adventure that you create will record your trail, mark where you took photos, and allow you to store your special memories.  

Past Adventures are also stored in the app - think of it as your digital scrapbook!

Save multiple vet records, vaccinations, licenses, certificates, and other important documents in your LINK app and set reminders to follow up on important wellness-related items.

To use this feature:

  • Select "Records" from the "More" Menu.
  • Create a new document by selecting the "+" icon in the upper right-hand corner.
  • Enter the title and expiration date of the item.
  • Optional: Set a reminder to notify you when the record expires.
  • Select "Capture Photo" and take a photo of your document or select "Done" to finish.
  • Once uploaded, you'll see your dog's Records stored on the Records home screen.

These extend your phone’s set safe zone and are meant to be used in temporary situations when you are out and about together, like if you wanted to play fetch, roam the dog park or have a picnic.  They prevent you from receiving alerts when your dog leaves your phone's bluetooth safe zone.

To use this feature (when in the “With you” location state), follow these in-app steps:

  1. Tap the “Temporary Safe Zone” button on your location screen.
  2. Set the time duration of your safe zone (you can always extend it later).
  3. Adjust the safe zone radius by pinching and dragging the small circular arrow icon, up to a radius of 2400 meters.

Temporary Safe Zone Tips:

  • This feature uses GPS, so only use when you really need to in order to conserve battery life. 

Changing your email address through the app on your phone is a quick and easy process! 

iPhone:

  • Begin on the main page.
  • Choose "More" on the bottom right corner of the screen.
  • Choose "Settings" on the bottom of the menu that pops up from the right side.
  • Choose "Account."
  • Click on the three dots in the top right corner.
  • Choose "Edit Info."
  • Enter new email address.
  • Choose "Save" at the top right corner.

Android: 

  • Begin on the main page.
  • Click on the three lines in the top left corner of the screen.
  • Choose "Settings" from the bottom of the menu.
  • Choose "Account."
  • Click on the three dots in the top right corner.
  • Enter new email address.
  • Choose "Save" at the top right corner.

Once you have entered your new email address, the app will ask you to sign out and sign back in for the change to take effect. 

We’re committed to helping you keep your dog safe, happy and healthy!

As a LINK subscriber your LINK will receive periodic updates.

  • Is there a cost for a Firmware update?
    • No!
  • How do I know if I’m eligible for an update?
    • First, check your app store to make sure your LINK app is up to date.
    • Then, go into the LINK app. 
    • If there is a firmware update available, we will notify you and begin the process on the next charge.
  • What do I need to do:
    • Make sure it's on.
    • Put LINK on the Base Station.
    • Charge it for at least an hour.
  • How do I know an update is in progress?
    • The app will tell you.
    • You will also see a variety of blinking colored lights on the LINK.
  • How do I know if the update went through?
    • We will send a push notification either way
  • What if my update does not go through?
    • Reopen the app to retry.
    • Leave it on the base until you are notified the update completed.
  • What if my update repeatedly does not go through?
    • Because we send the update over AT&T cellular signal, consider placing the base somewhere with better AT&T signal (remember to plug it back in though).
    • Note: AT&T doesn't support LINK on microcell, so if you are using a microcell at home to boost your personal cellular phone signal, you may experience difficulties receiving a Firmware update. 
  • What if I’m not seeing 2-3 days of battery life with the update?
    • Please contact Customer Service for troubleshooting assistance at 866-303-1876 as you should see 2-3 days of battery with normal use.
    • Learn more about battery life

If you accidentally signed up for your LINK service plan with the wrong email address or need to change to a different email, no worries!  You can do this in the app!

iOS app:

  1. Tap Settings
  2. Tap Account
  3. Tap the vertical dot icon
  4. Tap "Edit info"
  5. Edit the existing email address to the email of your choosing and save

Android app:

  1. Tap Settings
  2. Tap Account
  3. Tap the vertical dot icon
  4. Tap the pencil icon to the left of the vertical dot icon
  5. Edit the existing email address to the email of your choosing and save

Taking too long to track?

  • If it's been more than five minutes and location hasn't updated, LINK is either unable to connect to the AT&T network and/or unable to find a GPS satellite.  
  • LINK needs to have a cellular connection to communicate to the network, which communicates with your app.
  • LINK needs a GPS satellite connection in order to know its location.  It must have clear line of sight to the sky to do this.  Being indoors, under a bridge, in a heavily wooded area, etc are GPS satellite barriers.

Troubleshooting in “Away”

  • For connectivity, the tracking unit needs to be able to connect to the AT&T network.
  • Barriers to the tracking unit finding a GPS satellite could be being indoors, under a bridge, in a heavily wooded area, etc.
  • Your smartphone may also have poor connectivity, which could impact a slower-than-expected location update.

To prevent false “Away” location state changes, always:

  • Keep your app running
  • Keep your phone’s Bluetooth on
  • Keep the base station plugged in and placed in the center of the radius of the area your dog spends the most time in.

Troubleshooting in WITH YOU or NEAR BASE STATION:

  • The app reports the location of your phone or base station (it doesn't rely on GPS).
  • Your smartphone may also have poor connectivity, which could impact a slower-than-expected location update.

Remember to charge your LINK every night, just like you do your smart phone, so that you can both be ready for whatever the next day may bring!

Learn more about Location Tracking

When logged in to the iOS or Android app:

  1. Tap Settings
  2. Tap Account
  3. Tap the vertical dot icon
  4. Tap "Change Password"

When not logged in to the iOS or Android app:

  1. From the main app screen, tap "I have an account"
  2. Tap "I forgot my password"
  3. Type in your email address
  4. Follow the reset steps you receive in the email

If you're seeing a “Managing Connections” message, that is because it is a Google requirement as we are using Bluetooth in the background to communicate with the tracker. This is required by Google to let its users know if an app is actively connecting, even when the app is not active.

For optimal LINK location monitoring and tracking functionality, you should always have locations permissions turned on.

Because we use low energy Bluetooth, your phone's battery should not be materially impacted.

If you need a different size, you don't need to return your tracker - with our Size Guarantee we can replace any active Service Plan holder's collar, regardless of where you purchased.

**If you need help, please contact us as we can usually troubleshoot most issues** 

To return LINK:

  • Linkakc.com orders:
    • Please call us at 866-303-1876 to request a Return Merchandise Authorization (RMA) under your 90-day Guarantee.  
    • You are responsible for return shipping fees and the RMA will include our shipping address so you can ship via a carrier of your choice.  
    • Used service plan time is non-refundable.  
    • See the below Return Criteria.
  • If you ordered from somewhere other than our website:  
    • We can only accept returns on linkakc.com (our e-commerce site) purchases.
    • If you purchased from a third-party retailer like Amazon please contact that retailer to return.
    • You will still need to cancel your service plan by calling LINK customer service, otherwise you will be billed again upon plan renewal.

Return Criteria:

  • Return request must be made to LINK Customer Service within 90 days of purchase from linkakc.com.
  • Returned product must include its original packaging with all original components.
  • Product must be in original working condition, as determined by our sole discretion.
  • Damaged product, including dog-induced damage, is non-refundable.
  • You must include a copy of your receipt or proof of purchase.
  • The return must be postmarked within 14 days of RMA issuance.
  • Once your return is received we will inspect it and if it meets the above criteria, a refund will be processed within approximately the next two (2) billing cycles of your payment method statement from the date we receive your merchandise.  
  • Your refund will be credited back to the same payment method used to make the original order on the website.  
  • Taxes and expedited shipping fees are non-refundable.

Damaged or missing components:

  • Dog-induced damage is non-refundable.
  • If your return is damaged, as determined at our sole discretion, and/or without all parts and accessories originally included with your purchase, we retain the right to either refuse acceptance of such return or charge you a restocking fee of 15% of the original price of the smart tracker or the retail value of the missing parts or accessories, whichever is higher.

Service Plan Cancellation Policy:

  • You may cancel your LINK Service Plan at any point by contacting our Customer Service Department at 866-303-1876. 
  • Used Service Plan time is non-refundable.  
  • For the monthly plan, cancellations will take effect at the end of the billing term in which you cancelled, and there is no refund.  
  • If you prepaid a year, two-year or three-year plan your refund is calculated as follows: your refund will be the difference between what you prepaid (taxes excluded) and the used months (used months are billed at the monthly rate of $9.95).  
  • Amazon prepaid plan customers and third party retailer purchases: You must still cancel your service with us, but the product refund would come from the retailer you purchased through.

Caring for you LINK is relatively easy!

Periodically wipe with a damp cloth to remove any residue.  If your dog swims in salt water, we would recommend wiping after each swim to prevent corrosion.

When cleaning the base station, please make sure to unplug it first. 

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Hours of Availability
Monday-Friday: 9.30am - 6pm EST

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