Masbrill Smart QR Dog Tag

Thanks for choosing Masbrill. We guarantee All Masbrill Products are strictly tested by our quality inspector before delivery, if you need after-sales service, please contact us by email: Masbrillofficial@gmail.com.

After you email us to apply for a return, we will reply to you in 48 hours.
We offer a 30-day full money-back guarantee(minus shipping and a 15% restocking fee).

Return Conditions

For a full refund, the item must be in its original condition, unused, and with all tags attached, including the original packaging.

• Minor signs of use or missing accessories: 75% refund of the original purchase price.

• Significant signs of use or missing packaging: 50% refund of the original purchase price.

No refund will be issued for items in exceptionally poor condition or if critical components, like the dog collar, are missing.

Products damaged due to chewing/accident, alterations (ie. cut / trimmed collar, removing device from nylon) or misuse are not eligible for return or replacement. 

30 Days Money Return Guarantee.
If your order arrives and it is not right, we will fix it, NO NONSENSE, we promise. Don't like the product or just not happy with it? You can return any new, unused and unaltered item within 30 days of delivery of your item. We will issue a refund to your original payment method or exchange the product for another one.

Within 30 days of delivery of the order, if the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee is based on the express company you choose.

Within 30 days of delivery of the order, if due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

Within 30 days of delivery of the order, contact customer service to request a return, and send the package within the return time; 

Please note: If a package is shipped more than 30 days later, we will refuse to accept the package and will not refund the order amount. So please return the package promptly.

Returns can be requested in these cases:
Buyer Remorse (Not satisfied with performance, Item doesn’t fit me correctly, Item doesn’t meet my expectations, etc)
Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
Order Cancellation after the item already shipped out, even if you have not yet received the item
The customer bought the wrong one
The customer accidentally bought too many
The customer accidentally provided the wrong shipping address
Within 30 days of delivery of your item

Processing can take 7-14 Days once we receive it.
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.

Since we are a small company, please let us know if you experienced any issue with the product. Any feedback will be greatly appreciated and will help us to improve and develop future products.

When Masbrill Pays For Return Shipping - Masbrill will pay for the cost of return shipping if the reason for return was the result of OUR error. Examples of instances may include:
Item arrived defective and cannot be fixed with a replacement part
We shipped out the wrong item
We shipped it to the wrong address
We shipped a duplicate order
Item malfunctioned during the 30-day returns period (Assuming the customer assembled the item properly per the instruction manual)

Refund Policy:
Returned products must be in new, unused condition and include the original box and/or packaging with all labels/cards included.
The item must have been purchased through masbrill.us
The return or exchange request is made within 30 days of the delivery of the order.
Once your return is received and inspected by Masbrill Company (usually within 48 business hours of receipt), your refund will be processed and a credit will be applied to your credit card or original method of payment. Please note that depending on your credit card company, it may take an additional 2-14 business days after your credit is applied for it to be posted to your account.
Within 30 days of delivery of your item, you are responsible for all shipping costs and other costs associated with getting your order back to our warehouse except if returns are for defective products, products that were not described accurately, or incorrect orders.

Additional Return Policy Notes
Please note the following exceptions regarding return eligibility:

Electronic Fence Signal Issues:
Returns due to wireless signal instability or interference (e.g., weak signal, inconsistent range, interruptions) are not considered product quality issues. Such problems may result from uncontrollable factors such as terrain, buildings, or electronic interference. These limitations are inherent to wireless systems and do not qualify for returns under quality-related claims.

Training Products – Ineffectiveness:
If our training collar does not work effectively for your dog, it does not constitute a quality defect. Effectiveness varies depending on the dog’s breed, temperament, and behavior. While our products are successful for approximately 80% of dogs, we cannot guarantee results for every individual case.

After sending the return package, please be sure to provide us with the tracking number of the return package and a photo of the list of items sent. If not provided, subsequent problems will be borne by the customer.

Masbrill can not render a refund unless the item is returned; it is the customer's responsibility to keep their return tracking slip from the carrier until the return/refund is processed. Masbrill is not responsible for returns that are lost by carriers. Any returns that arrive without customer details can not be linked to a customer profile. Any returns that are received without shipment payments rendered will be refused and returned to sender. 

Please do not abuse this policy by ordering multiple (more than 2) of the same or similar item with the intention of returning the majority of your order. Please contact us if you are unsure of which Series you like before placing your order and we will be happy to help you narrow it down.

Return Shipping Options:
All shipments must be made prepaid; packages shipped COD will be rejected.
Any Refused, Undelivered, or Abandoned package will be subject to a $10 Service Fee.
When the Customer Pays For Return Shipping- In the case of a return due to customer error, return shipping is the customer’s responsibility and shipping charges are paid by the customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs.

Return Process: 
For items that arrive damaged or are defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as “buyer’s remorse” and the customer is solely responsible for shipping it back.
If a customer claims an item is defective/damaged, the customer must provide proof prior to return, with no exceptions. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.

Once we have received the approved returned item, we will review its condition. If the item is found to be defective, we will issue a refund.

Shipping to the Wrong Address

Please note that we ship an order at once. So, unfortunately, if we are given the wrong address by mistake, it usually is too late to make a change. Once the package is delivered to the address that was provided to us during checkout, we consider the order fulfilled.

In some cases where the wrong address was provided at checkout, the package is returned to us by the shipping company as undeliverable. If this happens, Masbrill can still ship the product to you, so long as you provide the right address and pay for the new shipping fees. However, if you’d like a refund instead, we can issue you a refund, just minus the original shipping cost.

Exchanges:

Need to make an exchange? After you process your return, simply place a new order for the exchange merchandise. That means you'll claim the inventory and get your new order fast!
You are still responsible for return shipping costs on your original order back to us.

We cannot accept exchanges if the item has been damaged due to chewing, accident, misuse, or alterations or if the item has been returned in such conditions.

Order Cancellation / Modifications:
If you change your mind, act quickly! We turn around and process orders extremely fast.
Orders can be modified or canceled only while their status is labeled "Order Received." Once an order has the status of "Order Processed," it cannot be canceled or modified, as the order has been processed by our warehouse and is in the queue to be shipped out.
If your order has been shipped, we will refund your payment when you send back the order.
To cancel your order, please contact us at Masbrillofficial@gmail.com.

NON-REFUNDABLE

We do have some items that are non-refundable such as Gift Cards and custom items. Other non-refundable charges are paid shipping and donations made at checkout (may appear as ‘Tip’). 

If by chance your collar isn't as you ordered it (an error on our part) then we will replace it ASAP at our expense. If you made a mistake on your order, please let us know and we are happy offer a discount on a replacement. 

90 Days Warranty
Within 90 days of the delivery of the order, if there is any quality problem (not man-made) with the product, we will provide free warranty service for parts replacement, but cannot accept refund. Refunds are only valid for 30 days from the date of the delivery of the order. After 90 days, we no longer provide any warranty service.
If your purchased item malfunctions or breaks within the warranty period, we will replace, at no charge, product or parts of a product that prove defective because of inappropriate material or workmanship, under normal use and maintenance. The warranty begins from the date of purchase and covers only one free replacement per purchased item.

The warranty does not cover products:
with physical damage, products damaged due to chewing/accident, alterations or misuse are not eligible for Warranty.
damage or failure that results from normal wear and tear,
Water enters the charging port,
cosmetic damage, such as scratches, nicks and dents,
defects of appearance, decorative or structural items, including housing and non-operative components,
lost products,
products in case of improper installation or use of not original Masbrill accessories,
products with signs of impact of foreign objects, misuse or improper storage.
Replacement warranty does not apply to promotional orders with a total discount greater than 30%.

We require troubleshooting at first to test the functionality of the product and to better understand whether a replacement is necessary. In many cases, troubleshooting will resolve the issue. We can ask for photos and videos to identify the problem. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.

MISSING ITEM(S)

Contact Masbrillofficial@gmail.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.

Verify the packing slip which will list all items enclosed in your package/order. Should any items listed be missing from the package when contacting us please include photo verification of the following: packing slip, all contents from the package, and the shipping label.

We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.

For the return address, please contact customer service by email to obtain the address.

More Information:
Email: Masbrillofficial@gmail.com

Holiday Notice: Orders may experience shipping delays from May 1, 2026, to May 5, 2026, due to our holiday schedule. Some products and shipping regions may be temporarily unavailable.

If you require urgent shipment, please contact customer service to confirm availability.

 

Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times. 

The time frame for order delivery is divided into two parts:

Processing time: Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch within 1-2 Business days after the order is placed. (Customized order shipping time is 2-5 days)

Shipping Details

Shipping to the Canada countries Shipping Rates & Delivery Estimates

✈VIP Shipping: $9.99USD ( 5~10 Business days )

✈Free Shipping: ( 7~15 Business days )

Shipping to the other countries Shipping Rates & Delivery Estimates

✈VIP Shipping: $8.99USD ( 5~10 Business days )

✈Free Shipping: ( 7~15 Business days )

*Shipping times are subject to stock availability and exclude clearance/customs delays*
Please direct any shipping-related inquiries to Masbrillofficial@gmail.com

Enjoy Free Shipping On Orders Over $39.

Please note that all packages are shipped from Masbrill, there is no additional tax on our products, which means you only need to pay the final sale price when shopping in Masbrill.

The Masbrill does not take responsibility for any untracked parcels that go missing. We are not responsible for delays, lost or damaged shipments, or orders sent to incorrect, invalid addresses or correct addresses. The Masbrill Store will help as much as possible to trace a missing parcel.

Wrong Address Policy
We only send products to the shipping address provided by customers on our website. That’s why it is important to carefully enter your shipping address when placing an order. If you have made an error in entering your address, please reach out to our customer support team as soon as possible. The shipping address might still be corrected if your order has not been fulfilled and shipped out from the warehouse.

– If your order has not been fulfilled and shipped out from the warehouse, please reach our customer support team as soon as possible to fix this.

– If the order has been shipped out, and returned to the sender due to the wrong address or insufficient shipping address, we will need to send you an invoice to cover the complete cost of re-shipping your order.

– If the order has been shipped out and delivered to the wrong address, you might just lose your order unless you are able to resolve this with the logistics or the recipient. We will not be able to refund this order nor re-ship another package.

This policy is not our preference, nor is it our first choice. However, the simplest solution to this problem is to carefully enter and review your address as you are placing your order.

We thank you for your understanding and cooperation!

Email: masbrillofficial@gmail.com

Q1. How to track my order?
You can use the tracking number we sent you to track your package here: https://www.17track.net/en

It is possible that the update of information is slightly delayed, normally it is fine, please do not worry.

But if the shipping takes longer than expected, or the tracking number keeps being identified as "invalid", please contact us and we will take care of the issue for you.

Q2. Where is my order?
Shipping Confirmation Email

When your order is shipped, we will send a shipping confirmation email with tracking information to the email address you provided during checkout. If you have not received the shipping confirmation email, there are several possibilities:

- We may still be processing your order.

- E-mail goes directly to your spam/deleted mail mailbox.

- The email was bounced.

If it is not anywhere in your mailbox and it has been more than 3 working days since you placed the order, please contact us via Masbrillofficial@gmail.com or the "Contact US" page.


Q3. Can I change/cancel my order?
If you want to change or cancel the order, please contact us immediately after placing the order. If the packaging has not been shipped, we will change or cancel it for you. If the package has been shipped, we will not be able to change or cancel the order. You can choose to return the item for a refund. We're sorry for the inconvenience.