Coverage term, approved-use conditions, exclusions and claim process are identified in the final order documentation.
Customer support
Warranty & Support
We want customers to know how hardware or service issues will be handled. Order-specific warranty coverage for the production hardware is provided with the final sales documentation before shipment.
Presale commitment
We will not substitute vague website language for the final warranty. The written order documentation will state the applicable warranty terms for the production equipment before shipment.
The written production warranty will state:
- The applicable coverage duration for each covered hardware category
- The approved-use conditions and exclusions
- How a customer starts a claim and what information is required
- The troubleshooting, repair or replacement remedy available under the warranty
- Any separate terms that apply to software service or third-party connectivity
Status: final production warranty durations are not yet published on this website. They will be stated in the applicable sales documentation before shipment.
Coverage term, troubleshooting path and repair/replacement process are identified in the final order documentation.
Support for active customers includes help separating configuration, connectivity, hardware and software issues.
Before shipment
Your final order documentation identifies the production hardware, quantities, approved use, support contacts and the warranty terms that apply to that equipment. Presale pages do not replace those order-specific terms.
If hardware is not working
Contact Wandering Shepherd with the device or gateway identifier, a description of the issue and any relevant dashboard information. We may use remote diagnostics, configuration review or troubleshooting before determining whether equipment should be repaired or replaced.
What a hardware warranty normally does not cover
Unless the final sales documentation states otherwise, warranty coverage does not extend to damage caused by misuse, unauthorized modification, improper installation, external electrical events, accident, neglect or use outside the approved product instructions.
Bolus support
Administration and animal eligibility must follow the approved product protocol supplied with the production device. Questions about administration should be raised before use.
Software and connectivity
Wireless performance and dashboard availability can be affected by internet connectivity, gateway placement, power, radio conditions, terrain and third-party services. Support includes helping identify whether an issue is hardware, configuration, connectivity or software related.
Contact support
Email sales@wanderingshepherd.com or call +1 (780) 982-5081. Customers with order-specific support contacts should use the contact provided with their order.