PetSafe Customer Care: How to Get Fast, Effective Help

PetSafe, a Radio Systems Corporation brand headquartered at 10427 PetSafe Way, Knoxville, TN 37932, has supported pet parents since 1991 with containment systems, training tools, fountains, doors, litter solutions, and feeders. Their Customer Care team is known for product-specific troubleshooting and warranty support across a large model lineup, from classic wireless fences (e.g., PIF-300) to smart feeders and ScoopFree litter boxes.

This guide explains exactly how to reach PetSafe Customer Care, what information to gather before you call or chat, how warranties and returns typically work, what replacement parts cost, and how to speed up resolutions. The goal is to help you get the right answer on the first contact and minimize downtime for you and your pet.

How to Reach PetSafe Customer Care

The fastest official channels are phone and the online Support Center. For U.S. and Canada, the published Customer Care phone line used on product manuals is 1-866-738-4379. If you prefer digital, start at www.petsafe.net and select Support to access manuals, live help options when available, and warranty/return instructions. The Support Center’s knowledge base and contact forms are hosted at support.petsafe.net.

When you contact Customer Care, have your product model number and proof of purchase ready. If you’re outside the U.S./Canada, use the country selector on petsafe.net to find region-specific contact options and hours. Chat availability and phone hours vary by region and season; current hours are posted on the site and are typically weekday business hours in U.S. Eastern Time.

• Primary website: https://www.petsafe.net (Support, manuals, live help, parts)
• Support Center: https://support.petsafe.net (troubleshooting, contact forms, warranty guides)
• Customer Care (U.S./Canada): 1-866-738-4379
• Corporate address: PetSafe/Radio Systems Corp., 10427 PetSafe Way, Knoxville, TN 37932, USA

What to Have Ready Before You Call or Chat

Customer Care can diagnose most issues in minutes if you provide precise identifiers. The model number is printed on a label or molded plate and is often prefixed with combinations like PIF, PIG, PAC, PBC, PDT, or FCB. Examples: PIF-300 (Wireless Fence), PIG00-14582 (In-Ground Fence), PBC-102 (Bark Control), PDT00-16117 (Trainer), PAC00-13206 (Pet Door), and for batteries RFA-67 or RFA-188 modules. Serial/date codes are typically on the receiver collar housing or underneath base units (fountains, feeders, litter boxes).

Photos help. For fences and collars, shoot a clear picture of the collar’s battery tray and the transmitter front panel; for fountains and litter boxes, photograph filters, pumps, or rake assemblies. For smart devices, capture app error codes and note your router brand, Wi‑Fi band (2.4 GHz vs 5 GHz), and firmware/app version; this can cut resolution time by 50% or more in connectivity cases.

• Proof of purchase: retailer name, order number, and purchase date
• Product identifiers: model number, serial/date code, and battery type (e.g., RFA-67)
• Environment details: pet weight/coat for collars; yard size/wire length for fences; water hardness for fountains; litter brand/cartridge type for ScoopFree units
• Diagnostic artifacts: short videos of the issue, LED codes/beeps count, app screenshots, and any error messages
• Network details (smart products): 2.4 GHz SSID, password characters (no spaces/specials if possible), and distance from router

Warranty, Returns, and Typical Replacement Costs

Most PetSafe products carry a limited warranty (commonly one year from purchase date to the original purchaser). You will need proof of purchase to claim warranty service. Registration on petsafe.net is recommended but not required for coverage; it simplifies claims by storing your model and serial info. Physical damage, chew-through, or misuse is typically excluded, but Customer Care may still offer discounted replacement parts when appropriate.

Returns for items purchased directly from petsafe.net follow the site’s published return window and instructions; for retail purchases, returns go through the original seller per their policy. For warranty claims, Customer Care may issue an RMA (Return Merchandise Authorization) and shipping instructions. Keep your RMA number visible on the package to avoid delays. Standard processing after receipt is usually a few business days.

Common replacement part price ranges (typical retail): RFA-67 battery module $10–$20; carbon filters for Drinkwell fountains $8–$15 per 2–4 pack; fountain pumps $15–$30; pet door flaps $12–$25; collar straps $9–$19; wireless fence receiver collar replacements $60–$120; boundary wire kits for in-ground fences $25–$60 depending on gauge and length. Prices vary by retailer and region; check petsafe.net for current official pricing and part compatibility.

Troubleshooting With Customer Care: What They Will Ask and Do

Containment and Training (Fences, Collars, Trainers)

Expect guided tests using the supplied test light tool and tone/vibration checks. For wireless fences (e.g., PIF-300), you may be asked to confirm the boundary radius setting, relocate the transmitter at least 3 feet from large metal objects, and verify the receiver collar fits snugly (two-finger rule) with good contact through the coat. For in-ground systems (e.g., PIG00-14582), they will walk you through loop continuity tests, isolating sections to locate wire breaks, and verifying the boundary width setting. For bark or remote trainers, they will confirm battery voltage, electrode length suitability for your dog’s coat, and the number of consecutive beeps or LED flashes to interpret status codes.

Be ready to report exact behaviors: how many beeps, what color LEDs, and when. For example, a collar that beeps once and shows a steady LED on button press suggests normal power, whereas rapid flashing can indicate low battery. Clear notes on these observations often determine whether you need a new battery, new probes, or a warranty evaluation.

Fountains, Feeders, and Litter Solutions

For Drinkwell fountains, Customer Care will ask about cleaning frequency, filter age, water hardness, and pump maintenance. Many flow issues resolve after a 15–20 minute pump soak in a 1:1 white vinegar and water solution followed by a thorough rinse, along with replacing filters every 2–4 weeks depending on usage and pet hair load. They may request a photo of the impeller cavity to check for debris or mineral buildup.

For ScoopFree litter boxes, be prepared with the tray type (blue disposable vs. reusable), crystal litter age (days in use), and the rake cycle setting. Odor or tracking issues are often mitigated by replacing the tray every 20–30 days for a single cat, more frequently for multi-cat households. For smart feeders, common fixes include connecting on 2.4 GHz Wi‑Fi, keeping the feeder within 30–40 feet of the router (through 1–2 interior walls), and confirming the app and firmware versions. Photos of jammed kibble help confirm pellet size compatibility (ideally round kibble ≤12 mm).

Response Times, Escalation, and Case Numbers

When you open a case via phone or the Support Center, you should receive a case number—save it. If parts or an RMA are issued, you will also get tracking or return instructions by email. Initial responses to online tickets are commonly within 1 business day; complex hardware evaluations may take several days after the return is received.

If an issue persists after first-line troubleshooting, request escalation to a product specialist. Provide your case number, photos/videos, and any updated observations since the last contact. This reduces back-and-forth and shortens total resolution time. If you change contact information mid-case, update it via the same support thread to avoid missed notifications.

Privacy, Registration, and Proof of Purchase Tips

Registering your product on petsafe.net stores your model/serial and may simplify warranty claims and firmware notices for smart devices. Keep a digital copy of your receipt (PDF or photo) in cloud storage. For multi-pet households and multi-device setups, label each collar or unit with the pet name and last 4 digits of the serial to prevent mix-ups during troubleshooting.

For gifts or long-lead installs (e.g., containment systems installed weeks after purchase), confirm everything powers on and connects within the retailer’s return window. A 5-minute functional check up front can save days later if a part arrives defective. If you move homes, note that wireless fence boundaries will change with wall materials; take fresh measurements and re-run setup, then contact Customer Care with the new layout if you need help optimizing the safe zone.

Why isn’t my PetSafe working?

Ensure the System is Powered OnMake sure the transmitter is plugged in and has two red lights on (which you mentioned it does). Check if the boundary wire is properly connected and intact. 2. Check the Collar BatterySince you’ve replaced the battery, confirm it’s inserted correctly and making proper contact.

How do I get PetSafe to stop beeping?

Step 5: If the collar is beeping unexpectedly:1. Remove the battery from the collar. 2. Press and hold the correction level button until the LED light turns off. 3. Reinsert the battery and set the desired correction level.

Is PetSafe still in business?

PetSafe® is the largest manufacturer of hard pet goods for dogs and cats. Founded in 1991 as Radio Systems Corporation, PetSafe Brands™ has grown into a global corporation selling in over 52 countries. Our brands include Invisible Fence Brand®, Kurgo®, PetSafe™ SportDOG® and Premier Pet®.

How long is the PetSafe warranty?

When serviced by PetSafe Customer Service, PetSafe covers labor and parts for the first year of ownership commencing on the purchase date; after the first year, a service or upgrade charge will apply with regard to replacement of the product with new or refurbished items at PetSafe’s sole discretion.