PetSafe Brand is a company of pet lovers! We make pet products and solutions designed to train, contain and keep your pets happy and healthy. Our PetSafe RU-vid Channel is a place to find pet training tools and techniques, product demonstrations, trouble-shooting and advice and recommendations to benefit you and your four-legged best friends.
Game changer. Just bought one today for my 60 lb mix. Easy to adjust size, even went for a short walk. He kept trying to paw at it, but he will get used to it in no time.
Thank you for asking about this! We're so sorry for any misunderstanding on how these systems operate and their intended use. With these training systems, the training is crucial, as it is what teaches your dog how to respond at the boundary. The collar is never intended to "stop" your dog, only to provide a mild sensation that redirects their attention and reminds them of their training. These systems are for use in yards where traditional fencing is not feasible or the best fit; they provide an option for pets to enjoy off leash time outdoors safely while supervised.
I’m finding this hoping to see why our BRAND NEW fence isn’t working. The loop light does NOT come on. It’s unacceptable that this already has a major issue when it’s barely been open. Sounds like the transmitter is 🗑️
We are sorry to hear you are having trouble with your new fence. Our team would be more than happy to assist you with this. If you would like you can reach out to our customer care team here - support.petsafe.net/contact-us/
Thank you for asking about this, Michelle! This particular fence can have one fence boundary at a time. Should you move in the future, you can absolutely fully reset the system and design a new fence, but this unit is not intended to be regularly moved to multiple locations. For multiple locations and/or frequent moves, we would recommend our Guardian GPS tracker system.
Does this also help with going down steps? This is the biggest problem I am having with my dog. He’s a big dog and I have had to catch him multiple times and slide him down the steps. It’s just so terrifying for him and I don’t want to subject him to it no more. I was hoping that this harness would help.
Hi there, this harness can absolutely help with going down steps! If you need help choosing the right option, please reach out to our Customer Care team directly.
I’m frustrated because I finally understand mostly how to put it together but one of the back leg straps doesn’t have anything to connect to like the other one. It has a connector like the other one but there’s nothing to connect it to and it doesn’t look broken. The woman in the video is hiding that side with her hand so I can’t see what it would look like.
We're sorry to hear you're having trouble with this, our team is happy to help! Please reach out to our Customer Care team directly for further assistance!
Hi there! We're sorry for any confusion! The solid waste is raked into the waste trap on the opposite end of the rakes home position. The solid waste stays in the waste trap until it's time to change your tray, leaving the potty area clean for your kitty!
We're sorry to hear you're having trouble installing your pet's door. When you can, please reach out to our Customer Care team and we'll be happy to help with any questions you may have!
Hi there! If you select "Variable" on the Fixed/Variable switch, "Variable" dispenses treats at an unpredictable interval averaging the frequency selected on the treat rate dial.
We're so sorry to hear your fence transmitters seem to be breaking. This is certainly unusual and something our Customer Care team would love to help get resolved! Please reach out to our Live Support team for further assistance!
Hi there! We apologize for any confusion, but we're happy to clarify! We have two different GPS systems. Our first GPS option that does not require a subscription is our Guardian® GPS Connected Customizable Fence™ shown in the video here. Our second GPS option that does require a subscription is our Guardian® GPS + Tracking Dog Fence Collar.
Once you've worked it out, it's easy, but until you do, i think a slower step by step video would be helpful. Maybe a cartoon type video may help? If all else fails, swallow pride and go to pet shop for help. You could always go to an area where people walk their dogs and wait for someone to come along with the same leader and ask them. Then, have a good laugh about it. Who knows, they may have had the same problem when they first started using it.
We greatly appreciate your feedback! It may be helpful to note that we have a wonderful Support Article on our website that uses step-by-step illustrations on how to use and fit the Gentle Leader here - support.petsafe.net/s/article/How-to-use-the-Gentle-Leader-Headcollar
This has been a nightmare to install. I had a single flap medium PetSafe door that needed to be replaced. It was installed by door company when I purchased storm door. I thought replacing with the extreme weather would be a piece of cake….WRONG! The storm door panel is 1/16 thick. The door company had cut the previous hole smaller and drilled holes to place the door. (Took awhile of me reading directions to realize with this door the screws don’t go thread throw any part of the door.) So now what? Without a thicker door, it tightens at the bottom, but the top of the two pieces hit together long before the screws pull them to touch door so it flops back and forth. Looks like I would have to try and build a box frame to attach to my metal door so it is thick enough for this dog door.
We're so sorry for any misunderstanding about a replacement for your door, Mary! As this is a different model of door from our single flap plastic frame door, it cannot fit doors of the same thickness. We do apologize for any confusion. This door fits doors 1 5/8” to 2 ¼” thick, so you would need a thicker door or to construct a frame in order to install this door.
This is a great question! Your dog will never be corrected because of another dog’s bark, loud voices, or a loud outside noise because the dual detection technology in this collar must sense both vibration and sound before correcting.
Hi Keith! If you need help pairing your collar to your remote, please reach out to our Customer Care team directly for further assistance. We are happy to help!
Mine was working fine until for some reason the thing doesn’t spin anymore. Poor kitty missed out on his meals for 24 hours. Good thing it wasn’t longer. When I try to manually dispense meal the button doesn’t do anything and the thing doesn’t spin. What can I do to fix this?
We're so sorry to hear that your kitty's feeder isn't rotating. We would love to speak you about this further to help troubleshoot and get this working for you again. Please reach out to our Customer Care team directly for assistance.
Unable to install on my own. There is a gap between the sliding glass door and the pet safe glass frame. the petsafe door is not square, using a level straight edge it's easy to see the gap on that door. i bought additional foam waterproof tape to allow the gap to be filled, but the problem remains as the tape is straight, the door is not. By the way, it was also missing a screw in the pre drilled and screwed aluminum frame but i was able to go pick up another. I'm thinking i will need to go back to hardware store and buy a T-shaped trim to attach to the petsafe door so when it closes the gap will disappear? Do you have any other suggestions? So far this has not been an easy nor economical project. At least i had a friend/contractor to help or would have already returned product.
We're sorry to hear you've had difficulty installing your panel! What you've described is certainly very unusual, so we would love to speak with you about this directly to see what could be causing these issues and how we can help. Please contact our Customer Care team!
Does it matter what direction it is installed? My contractor installed it with the flap on the outside as opposed to the inside… with the cover snapping on to the outside. I can’t reverse it because he also painted it to match the door. Is there some reason why the flap and cover should be on the inside instead of out? Thanks.
Thank you so much for asking. While the door can be installed either way, most people choose to install so that the closing panel is easily placed on the inside for convenience.
Hello, I would like to know how to install the plastic pet door in my brick wall. Do you have a training video for that, please? As the instructions only mention installation in doors.
Thank you so much for reaching out. This door is designed to be installed in wood, PVC, metal and paneled doors from 1/16 in - 2 in thick. For walls we would suggest our Wall Entry Pet Door™
Thank you so much for reaching out! Our customer care team would love to help you make the adjustments to your harness. If you would like you can reach out to our team via phone or chat here - support.petsafe.net/s/
We're sorry to hear you're having difficulty with your harness! Please reach out to our Customer Care team directly so we can help provide information on the best size and fit adjustments for your dog.
We are sorry to hear you are experiencing this issue with your pup's system. Our team would be more than happy to assist. If you would like you can reach out to our customer care team here - www.petsafe.com/contact-us/
Thank you for asking about this! If you have the specific system shown in this video, any compatible collar will work automatically with your system after the collar is powered on close to the transmitter within the boundary area. Any of our fully wireless collars would be compatible with this system. If you’re looking at collars at one of our local retailers, you want to check the packaging to be sure the collar you’re considering is compatible, as some of our in-ground collars look incredibly similar to our wireless ones. Wireless collars will have a blue circle on the package with a “wi-fi” style symbol in it, while collars for our in ground systems will have a red circle with a digging man.
This particular fence is subscription free! It can be found on our website as well as through many retailers. Our newest Guardian GPS fence with the grey and blue collar is a separate product, and does require a subscription.
What do you mean by contains no chemicals? No synthetic chemicals? No harmful chemicals? Something else? Obviously it contains chemicals because water and natural enzymes are chemicals. Do you actually provide the ingredients list anywhere? EDIT: Ingredients from the MSDS: Water Viable Bacterial Cultures Octoxynol-9 Ammonium Lauryl Sulfate Soyethyl Morpholinium Ethosulfate Ammonium Laureth Sulfate Propylene Glycol Butyl Ether Tetrasodium EDTA
Hi there! Our Wee Care is an all-natural enzyme-based solution that is safe for people and pets! Our team would be more than happy to provide the MSDS for this product. If this is something you'd like, please reach out to our Customer Care team directly!
@petsafebrand your support team doesn't respond through normal channels, that's why I asked here. Please link this information from the product page on your website, it should be easily accessible to all potential customers
We're sorry to hear you've had difficulty reaching us! Please know that our phone and chat representatives absolutely answer all contacts as swiftly as possible in the order they are received. During times of high contact volume there may be a wait; we do apologize for any inconvenience this may cause.
We're so sorry for any misunderstanding, Rosalie! Please know that as mentioned above, we do not ever "ghost" any of our customers. We were able to locate a record with your name of reaching out in March of last year not about this specific enzyme cleaner but about the Piddle Place Bio+ treatment. We corresponded several times, and advised that any enzyme cleaner without a scent could be used, and the MSDS was e-mailed to the e-mail that had been corresponding with us. This was sent on March 27th 2023 at 10:16 AM. We have forwarded this again to the e-mail on file, along with an MSDS sheet for this cleaner as well. If you do not receive these messages or have any further questions, please reach out to our live phone or chat support as mentioned above; this contact information can be found on our site.
My feeder is blinking blue and you don’t even have an option that shows that’s possible??? My feeder is stuck not connecting to new wifi. I can’t delete the feeder and I can’t successfully connect to new wifi. It blinks yellow as if it’s been reset and then it fails to connect to wifi - stuck in blinking blue. Not dispensing scheduled meals.
We're sorry to hear you're having difficulty connecting to new wi-fi! So that we can troubleshoot with you and see what could be causing this, please contact our Customer Care team directly.
We are sorry to hear you are having issues adjusting your pups harness. our team would be more than happy to assist you with this. If you would like you can reach out to our customer care team here - support.petsafe.net/s/
What do I do if my pets collar boundary is in the same stop no matter the setting. When I set the boundary level to 1 it beeps in the same spot as if I set it to 8. What do I do?
Hi there, our Customer Care team is happy to help with additional troubleshooting to help get this resolved. Please reach out to our Customer Care team directly for assistance.
We're sorry this video was not the best fit for your questions! Though this harness could certainly be used for small steps, it's typically for assisting pets who are recovering from surgery, or are disabled or elderly. These pets have very limited mobility and need assistance with walking within the house and trips outside, etc. If you have any further questions on using this harness, please get in touch with our Customer Care team directly!
How heavy is it? my cats have had stainless steel and plastic fountaines and they always end up flipping them and spilling the water all over, I want to buy one of these but would like to know how likely this is to be flipped and /or moved around.
Thank you for asking! Though any fountain can be moved by a determined animal, our ceramic fountains would require more effort than most, as they are heavier than our metal or plastic fountains.
We're sorry you've had this issue setting up your fence! So that we can determine how to best assist in this situation, please reach out to our Customer Care team directly!
This is a great question! You would follow the steps show in the video above to replace the battery. The correct battery for this collar is the RFA-188 battery. As shown in the video, this is one single piece, with the battery made into the cap. There is no separating the cap from the battery. If you are unable to find PetSafe® branded RFA-188 batteries locally or online, please reach out to our Customer Care team directly.
