A list of commonly asked questions regarding SmartTag

SmartTag Protection Plan

When will my 1 year or 5 year protection plan auto-renew?

Because many times pet owners forget the renewal date of their pet's ID Tag, all SmartTag ID Tag service plans will be charged 30 days prior to the expiration date. We do this to ensure owners maintain active ID tags for their pets at all times. If a charge fails to renew, owners will be contacted so there is time to update the billing information on file to ensure tags are active. Prior to your service expiration you will be notified by SmartTag, by email, asking if you would like to continue service. If You no longer want to continue your service please contact us via phone at 888-379-8880 (9am to 5pm EST, 7 days a week), to cancel your pet's subscription plan.

How can I renew my subscription plan?

You can renew your account by logging in to your account on idtag.com. Once you are logged in, go to your "My Pets" page, by clicking the "My Pets" tab on the left side tool bar. Click the "Inactive Activate Pet" tab under your pet's photo. Choose your new plan and complete checkout. You'll receive an order confirmation and your pet will be instantly updated and renewed with your new protection plan. You can also call us to renew or if you have any questions at 888-379-8880 9am to 5pm EST, 7 days a week.

How does your Auto-Renewal system work?

By selecting a 1 year or 5 year protection plan, Customer hereby authorizes SmartTag to maintain and charge the customer's
credit card of record automatically 30 days before the date of expiration of the subscription plan. Customer agrees that the card will
be automatically charged each year for a new 1 year subscription plan, unless customer contacts SmartTag via phone
to cancel their subscription plan. Prior to your service expiration you will be notified by SmartTag, by email, asking if you
would like to continue service. If you do not respond stating you do not want to continue your service, your pet protection service will
be automatically continued for 1 more year, and your credit card on file will be charged the annual subscription fee. After this annual
fee is charged, no refunds will be applicable. All multi-year discounted plans purchased are non refundable and SmartTag does not
take returns purchased from third party retailers. All ID tags are transferable to any other pet, and all active accounts are
offered free replacement ID tags. All service plans will be charged 30 days prior to expiration to ensure owners maintain
active ID tags for their pets. If a charge fails to renew, owners will be contacted so there is time to update the billing
information on file to ensure tags are active.

What is the annual cost for SmartTag service?

A: Plan pricing varies based on the length of plan purchased and how many pets are registered. We have plans starting at $6.95 per year. We also have Lifetime plans that never expire and can be transferred For more information, please visit our subscriptions page at: http://www.idtag.com/subscriptions or contact our Customer Service Department at (888) 379-8880, M-F, 9am to 5pm EST.

SmartTag Protection Plan
Is it cheaper to pay for multiple years at one time?

A: Our plans start at $6.95. If you purchase a 5-year or Lifetime Plan, you will save 35-65%, depending on the plan you choose. Also, you will not have to worry about renewing your tag every year.

SmartTag Protection Plan
How Long does a Lifetime tag last?

A: Lifetime subscriptions last 2 pet lifetimes, approximately 40 years. Our Lifetime plans are transferable to other pets, up to 2 pets. Both pets can not use the same ID Tag at the same time. Once transferred the ID Tag number will solely belong to the new pet. 

SmartTag Protection Plan
Does SmartTag offer multi pet family discounts?

A: Yes, any family over 1 pet is offered a 25% discount on every pet thereafter.

SmartTag Protection Plan
What is a Platinum, Gold and Standard plan?

A. SmartTag offers three types of Protection Plans - Standard, Gold and Platinum. Please go to our subscriptions page to see a list of features for each plan: http://www.idtag.com/subscriptions

Shelter

What frequency does the SmartTag microchip use?

Our microchips use an ISO 134.2 khz frequency. ISO stands for The International Standard Organization which is the universal standard for all microchips. SmartTag microchips are ISO-11784/785 compliant, approved by the International Committee for Animal Recording  (ICAR) and part of the AAHA National Database. If you have more questions on our microchip email us at info@idtag.com or call 1-888-379-8880 9am to 5pm (EST), 7 days a week. 

How do I register and enroll my customers SmartTag microchip?

Our microchips are very easy to register and there is no paperwork involved! SmartTag will provide you with a unique login in URL, user name and password that you can use to register all of your lifetime SmartTag microchips. Please see easy 5 step registration instructions below.

If you don’t have a computer, there are 3 more options you can take advantage of

1. Fax us your registrations at 646-417-5891.

2. Email us your registrations at microchip@idtag.com

3. Mail us registration forms to our physical address: IDtag.com 600 Meadowlands Parkway, Ste 131, Secaucus, NJ 07094.

 

Registration Instructions:
1. Go to www.idtag.com
2. Click link at top of the page that says Login / Create Account
3. Once you are in your account, click the link, on the left side body, that reads "Register SmartTag IDTag or Microchip"
4. Fill out the pet owners information
5. Click Save
6. You're done, the microchip is now registered

You can search, edit or transfer your registered microchips anytime, by logging in to http://www.idtag.com/user/login . Once you are in your account click the "Search Registry" link on left side. In the Search Registry page you will be able to search, edit or transfer your registered microchips. If you have any questions, feel free to call us at 1-888-379-8880 9am to 5pm (EST), 7 days a week. 

How does my shelter or rescue group partake in the FREE ID Tag program?

IDtag.com offers shelter and rescue groups across the U.S. and CANADA free ID Tags that are given away with each adoption. Please contact Tom at 212-868-2559 Ext 112 for all shelter and rescue inquiries. For more information please go to http://www.idtag.com/shelter-programs.

Shelter
Will the shelters and rescue groups be notified if my pet gets lost?

Yes! We will notify all the shelter and rescue groups in your 50-mile radius and email/fax the entire pet profile with a picture of your pet, so they can match the picture with the found pet and return him safely. So, even if your pet ended up in a rescue or shelter without a tag, the staff could match the images from our broadcast alert to your pet.

General Question about Pets

Do you have time for a pet?

Dogs, cats, and other animal companions cannot be ignored just because you're tired or busy. They require food, water, exercise, care, and companionship every day of every year. Many animals in the shelter are there because their owners didn't realize how much time it took to care for them.

General Question about Pets
Can you afford a pet?

The costs of pet ownership can be quite high. Licenses, training classes, spaying and neutering, veterinary care, grooming, toys, pet tags, food, kitty litter, and other expenses add up quickly.

General Question about Pets
Are you prepared to deal with special problems that a pet can cause?

Flea infestations, scratched-up furniture, accidents from animals that aren't yet housetrained, and unexpected medical emergencies are unfortunate but common aspects of pet ownership.

General Question about Pets
Can you have a pet where you live?

Many rental communities don't allow pets, and most of the rest have restrictions. Make sure you know what they are before you bring a companion animal home.

General Question about Pets
Is it a good time for you to adopt a pet?

If you have kids under six years old, for instance, you might consider waiting a few years before you adopt a companion. Pet ownership requires children who are mature enough to be responsible. If you're a student, in the military, or travel frequently as part of your work, waiting until you settle down is wise.

General Question about Pets
Are your living arrangements suitable for the animal you have in mind?

Animal size is not the only variable to think about here. For example, some small dogs such as terriers are very active - they require a great deal of exercise to be calm, and they often bark at any noise. On the other hand, some big dogs are laid back and quite content to lie on a couch all day. Before adopting a pet, do some research. That way, you'll ensure you choose an animal that will fit into your lifestyle and your living arrangements.

General Question about Pets
Do you know who will care for your pet while you're away on vacation?

You'll need either reliable friends and neighbors or money to pay for a boarding kennel or pet-sitting service. Along with this you should also have pet tags to easily find your pet, in case they go missing.

General Question about Pets
Will you be a responsible pet owner?

Having your pet spayed or neutered, obeying community leash and licensing laws, and keeping pet id tags on your pets are all part of being a responsible owner. Of course, giving your pet love, companionship, exercise, a healthy diet, and regular veterinary care are other essentials.

General Question about Pets
Finally, are you prepared to keep and care for the pet for his or her entire lifetime?

When you adopt a pet, you are making a commitment to care for the animal for his or her lifetime. So, the first thing to do when you adopt a pet is to buy pet id tags along with the pet. You can get cat id tags, dog id tags and other pet id tags for your pets at IDtag.com.

General Question about Pets

SmartTag vs. Microchip

How does the SmartTag differ from a microchip?

A: The obvious differences between the SmartTag and a microchip, is that our ID tag is visible, non-invasive and less expensive. A microchip is injected into the top of the shoulders of a dog or cat, either by a veterinarian or a trained technician, depending on the state. In order for a microchip to be effective, it needs to be registered with the correct owner contact information and it needs to be taken to a shelter or veterinarian to get scanned. Microchips work on 3 different frequencies, so the shelter or veterinarian might not have the right microchip reader. Each SmartTag is engraved with a unique serial number and our live toll free phone number. In the event your pet is ever lost we immediately send out a broadcast alert via email and fax to all of the shelter, rescue groups and vets in a 50 mile radius of the pets last known location. You can be anywhere in North America. If someone finds your pet astray, all they do is call the toll free number.

SmartTag vs. Microchip

Found A Pet

How do I contact the owner of the pet I have found?

A: Simply go to www.IDtag.com and enter the tag serial number on the back of tag to retrieve the owner's contact information. There you will be able to view up to 8 different ways to contact the pet's owner to safely arrange the return of the pet you have found. You may also call our 24 hour emergency center (866-60-Found) and report the found pet. Our live operators will instantly connect the call to the pet owner on up to 6 different listed phone numbers. * Important Note - If the pet has any allergies or needs immediate medical attention - you can find the pet's veterinarian information on the same page under the "Vet Info" Section.

Found A Pet

PIN Number

I get an error message that says "Invalid PIN number" when I try to enter the six digits pin number?

Sometimes it is just a matter of entering an incorrect number or letter. See some of the examples below: a. 0 - this is a zero b. o - this is an alphabet o in lower case c. l - this is a alphabet L in lower case d. 1 - this is a number 1. If the PIN number still does not work while registering the tag on step 2, click on the link "Click Here." The system will generate a new PIN number that you can use.

PIN Number

About SmartTag

Why should my pet(s) wear an ID tag?

90% of all pets that are re-connected with their owner's are back together because of an ID Tag. Our ID Tag is a new way to store all of your pet's information in one place, they are hand-enameled and do not require any engraving. We also offer 24/7 secure online access to your pet's personalized profile, instant broadcast alerts to a network of 13,000 shelters and 24/7 live emergency support line to assist you with any questions at any time of the day.

About SmartTag
Our tags are revolutionary. 90% of all pets that are reconnected with their owners are back together because of an ID Tag. Our ID Tag is a new way to store all of your pet's information in one place. They are hand-enameled and do not require any engraving

The IDtag.com program uses the latest technology to ensure your pet is safe and protected. The steps below describe how the system can help you to better protect your pet: a. Purchase a pet ID tag from our website or any pet store near your area. b. Use the tag serial number which is engraved on the back of the tag and go to www.IDtag.com to register your pet and create an online contact profile. c. You can log into your pet's profile from anywhere at any time to keep your pet's emergency contact information up-to-date. There is no cost to update your information. Your profile can store 5 pet photos, 3 emergency contacts and up to 6 different phone numbers. d. If your pet is lost, you may report it missing by logging into your profile online or by calling our toll free number (866) 60-FOUND. Our emergency operators are on-call 24/7. e. Once your pet is reported lost, your pet's profile including his picture is instantly broadcast (via email & fax) to any rescues or shelters within a 50-mile radius from your pets last known location. Our shelters directory currently includes over 13,000 shelter and rescue groups. f. When your pet is reported as lost, IDtag.com will immediately email you a list of the local shelters that have received your pet's information, so you can personally contact them to follow up. g. If your pet is FOUND, the finder can simply call our toll free number or go to www.IDtag.com and enter the tag serial number to get the (owner's) complete contact information.

About SmartTag
What are the SmartTags made of?

Our ID tags are made of zinc alloy, a Brass composite. All intensive purposes they are Brass, just not 100%. They are also hand enameled, salt water and durability tested, so they will never tarnish or rust. Out ID tags cost approximately $.80 each to manufacture and an aluminum tag costs about $.07 each, to put our quality in perspective.

Purchasing Tag

Where can I buy a tag for my pet?

SmartTag ID tags are sold across U.S and Canada in pet stores, animal hospitals, pet groomers, feed stores, gift stores, and some selective shelters. You can also visit http://www.idtag.com/buytag to purchase tags online or call us at 1-888-379-8880 9am to 5pm (EST), 7 Days a week.

Billing Information

How can I update my credit card information without purchasing an additional plan?

You don't have to purchase an additional plan to update your credit card information. It is easy to replace your existing credit card with a new one. You can change your credit card at any point during your subscription period. Log in to your account by going to http://www.idtag.com/user/login   . Select "Billing Information" on the left side. Next you will select "Stored Cards" to replace your existing credit card with a new one.

Billing Information

Replacement Tag

My dog's ID tag snapped off and broke, how do I go about getting a new one?

Our service tags with Gold or Platinum service plans get FREE replacement tags, so there is no need to purchase a new one. If your pet has a Silver subscription plan feel free to upgrade your pet's subscription to Gold or Platinum to enjoy enhanced benefits like FREE replacement tags.

Your tag serial number is saved in your account and we can bring up the original tag number and engrave a replacement tag for you at any time. Simply contact us with the first and last name on the account and we will locate the tag number in our database. A cost of $5.95 covers shipping and handling for your replacement tag. 

To order a replacement tag go to http://www.idtag.com/user/login . After you login, click the "My Pets" tab on the left. Once in your pets page, click the "Order a Free Replacement Tag" link on the right side of your pet's profile, above the "View Full Pet Profile" link. Fill out the form, the complete checkout and you're done. Your replacement tag will ship to you in 2-4 business days. Please allow up to 7 extra business days, depending on your location, for your package to arrive. 

Replacement Tag
I lost my pet ID tag. Do I have to buy a new tag to replace it?

No, Pet's with Gold and Platinum subscriptions receive FREE replacement tags if your tag is ever lost or broken. If your pet has a Silver subscription plan feel free to upgrade your pet's subscription to Gold or Platinum to enjoy enhanced benefits like FREE replacement tags.

To order a replacement tag go to http://www.idtag.com/user/login . After you login, click the "My Pets" tab on the left. Once in your pets page, click the "Order a Free Replacement Tag" link on the right side of your pet's profile, above the "View Full Pet Profile" link. Fill out the form, the complete checkout and you're done. There is a small shipping and handling fee of $5.95 on replacement tag orders. Your replacement tag will ship to you in 2-4 business days. Please allow up to 7 extra business days, depending on your location, for your package to arrive.

Replacement Tag
I ordered a new replacement tag online but my pet’s profile still shows the old tag number?

When you receive a new replacement tag, please do not re-register it. Your tag serial number is saved in your account and we can bring up the original tag number and engrave a replacement tag for you at any time. Simply contact us with the first and last name on the account and we will locate the tag number in our database. A cost of $5.95 covers shipping and handling for your replacement tag.

Replacement Tag

Customer Account

How do I know my personal information and data is secure?

All your information is encrypted by VeriSign. It is very secure and safe with us on our website. The only information that will be accessible to others will be what you want them to see and access. We do not sell your personal information to any third parties. You will also notice a VeriSign Trusted logo on all our IDtag pages.

Customer Account
I recently purchased a second tag. Do I have to create a different account or can I add it to my pet's existing account?

If you purchased a second tag, you don't need to create a new profile. Go to www.IDtag.com and log into your pet's account using your email address and password. Then, select "Register SmartTag." Please note that you can register multiple tags on your pet's existing account.

Customer Account
Recently my pet passed away so we decided to get a new one. Can I use the existing ID tag for my new pet?

You can easily transfer the ID tag to any other pet at any point by simply updating all of the pet profile information in your IDtag.com online profile.

Customer Account
How do I upload a picture of my pet?

Please follow the steps below: a. Log into your pet's profile. b. Once you are in your account click on "Edit Profile" c. Go to the bottom of the page and upload the picture from your computer. d. Finally, select "Upload Photo" button which is on the right side of the page.

Customer Account
How do I edit my pet's information online?

Please log into your account and click on "Edit Profile." After you have finished entering the details go to the bottom of the page and click on SAVE.

Customer Account
How can I add a photo to my pets profile?

Uploading your pet's photo is easy, just log into your account, click on "My Pets," then click the tab for "Edit Pet Info." Your pet profile will come up and as you scroll down, you will see the option to "browse" photos you have at home. When you find the right photo, click on the button for "upload photo." If you are having difficulty at this point, please resize the picture to a smaller size and then upload the resized image. For additional support, please contact IDtag.com at (888) 560-0985 and our team will be happy to walk you through the process.

Customer Account

Register Tag

I have received a tag, when I try to register it, the website shows a message stating it is already registered. How do I register my tag?

If you have placed an order online, The tag will be registered under your name automatically . All you have to do is login and make sure all of your contact information is correct and up to date.

Register Tag

Engraved Tag

Can I have my pet's name engraved on the ID tag?

Yes, the ID tag can have your pet's name and/or your phone number engraved on it but they are available only in few select styles. You can store a lot of information in your pet's online profile and send instant broadcast alerts to a network of 13,000 shelters if your pet goes missing.

Engraved Tag
I am a Platinum member, how do I get my free engraved tag?

If you are a Platinum member you will receive a free engraved tag. Please contact us and provide us with your tag serial number. We will then confirm your pet's name and send a free engraved tag.

Engraved Tag
Can I engrave my personal information on a tag that is associated with a protection plan?

Customers can only engrave their pet`s name on the first line. SmartTag information will be added to the next 3 lines ( SmartTag serial number, website URL, and the emergency support team phone number). This information is needed to find pets if reported as missing. Your personal contact information will be located in your online profile. We encourage up to 6 phone numbers including alternative contact phone numbers, be added to your profile. This regulation also applies to the aluminium tags, which can be engraved on both sides. We also offer personally engraved tags, for customers who would like a tag without a protection plan associated to that tag. For best results, we always recommend only 3-4 lines of engraving, depending on the tag size.

Microchip

Do you charge update fees for my pet and owner profile?

No there are no fees to update, change or add information to your profile. 

Microchip
What is the cost of a pre-paid lifetime SmartTag microchip?

SmartTag does not directly sell microchips to consumers, only to veterinarians, animal shelters, rescue organizations, municipalities or pet retail locations. The cost of the one time lifetime registration is only $8.00. This also includes the cost of the SmartTag microchip and metal SmartTag ID Tag.

If your pet was adopted from a shelter or purchased from a breeder, your pet may already have a microchip. Consult your pet adoption paperwork or have your pet scanned for a microchip at your next vet visit to reveal the unique microchip ID number and register it. A recent study showed that less than 2% of cats without microchips were returned home. However, if a cat is micro chipped, the return-to-owner rate is 20 times higher than if the cat was not micro chipped.

Microchip
How is a found pet reunited?

When we receive a call about your pet being found, we will take all the details from the finder first. We will then place the caller on hold while we try to reach you using all your contact details including your home, cell and work telephone numbers. Once you’re on the phone, we will directly connect you with the finder. For extra safety, we will be on the call with you and help to arrange reunification.

Microchip
Do you charge annual fees?

No. Your pet is enrolled for its life with a SmartTag microchip.

What frequency does the SmartTag microchip work on?

The International Standard Organization (ISO) is the universal standard for Microchips. The frequency these chips are set to/read at is about 134.2 khz. Our microchips are approved by ICAR, ISO11784/785 compliant and part of the AAHA National Database.  

How long will my microchip last?

A microchip will normally last the lifetime of your pet because it is composed of biocompatible materials that will not degenerate over time. The SmartTag microchip has a anti–migration feature to help ensure the chip stays where it’s implanted. Also, since microchips require no power source and have no moving parts, there’s nothing that can wear out and need to be replaced. Pet owners can also check to make sure their pet’s microchip is still working by asking a vet to scan it during their pet’s next checkup. Register your pet’s microchip in a national pet recovery database with SmartTag with your contact information, so you can be contacted when your lost pet is found. Also, remember to keep your contact information up to date whenever you move or change phone numbers. This is a lifetime registration that requires no fees to update any of your contact information.

 
 
As a pet owner, how do I register and enroll my pet's SmartTag microchip?

Veterinarians, animal shelters, rescue organizations, municipalities or pet retail locations will handle registering your pet in most circumstances. If you would like to check if your pet has already been registered give us a call at 1-888-379-8880 9am to 5pm (EST), 7 days a week. 

What is a microchip and how does it work?

Microchips carry a unique identification number to identify your pet. Pet microchips are not tracking devices. They are radio-frequency identification (RFID) implants that provide permanent ID for your pet. Because they use RFID technology, microchips do not require a power source like a GPS. When a microchip scanner is passed over the pet, the microchip gets enough power from the scanner to transmit the microchip's ID number. Since there’s no battery and no moving parts, there's nothing to keep charged, wear out, or replace.

SmartTag microchips will last for the life of your pet. It is vital to keep your contact information up to date so that you can be reached.  If your pet gets lost and is taken to a vet clinic or animal shelter, your pet will be scanned for a microchip to reveal his unique ID number. That number will be called into the pet recovery service and you will be contacted using the contact information on file with your pet’s microchip.

 
 
How is a microchip implanted in my dog or cat?

The microchip comes preloaded in a sterile applicator and is injected under the loose skin between the shoulder blades. The process takes only a few seconds and your pet will not react any more than he would to a vaccination. No anesthetic is required for a microchip implant. The procedure is performed at your veterinarian’s office or at the shelter where you adopted them. It is a simple procedure that is similar to administering a vaccine or a routine shot.

 
 
How does the SmartTag differ from a microchip?

A: The obvious differences between the SmartTag and a microchip is that our ID tag is visible, non-invasive and less expensive. A microchip is injected into the top of the shoulders of a dog or cat, either by a veterinarian or a trained technician, depending on the state. In order for a microchip to be effective, it needs to be registered with the correct owner contact information and it needs to be taken to a shelter or veterinarian to get scanned. Microchips work on 3 different frequencies, so the shelter or veterinarian might not have the right microchip reader. Each SmartTag is engraved with a unique serial number and our live toll free phone number. In the event your pet is ever lost we immediately send out a broadcast alert via email and fax to all of the shelter, rescue groups and vets in a 50 mile radius of the pet's last known location. You can be anywhere in North America. If someone finds your pet astray, all they do is call the toll free number.