FAQ – Frequently Asked Questions
Answers to your most frequently asked questions
Welcome to our FAQ. Here you’ll find clear answers about our Bluetooth tags, GPS trackers, accessories, and orders. For any additional help, our customer support is here for you.
Orders & Shipping
1. What are the shipping costs?
We offer free home delivery on all orders, no minimum required.
2. How long does delivery take?
Orders are processed within 1–3 business days. Delivery usually takes 6–9 business days depending on your location and carrier.
3. Can I track my order?
Yes. A tracking link is sent by email as soon as your order ships. You can also use our tracking page: Track my order.
4. Can I change or cancel my order?
Yes, as long as it hasn’t shipped yet. Contact us quickly at shop@hermestrack.com.
5. Do you ship internationally?
Yes. We ship worldwide. Fees and times may vary depending on the country and are displayed at checkout.
6. What if my order is incomplete?
Some items ship from different warehouses. If something is missing, it will arrive separately. Contact us if nothing arrives after 2–3 business days.
Products & Use
7. Are your products easy to use?
Yes. Our tags and trackers are designed to be simple, intuitive, and ready to use with clear instructions included. Our support team can help if needed.
8. What is the Bluetooth range?
The direct range is about 30–40 metres in open space. Beyond that, updates happen when another compatible iOS or Android phone passes nearby using the collaborative Find My networks.
9. Can I track a stolen item?
Yes. Even if the item is far away, its location is updated automatically when any compatible smartphone passes nearby.
10. Can I connect the tag to several phones?
Yes. The primary owner can share access with 4–6 other users, depending on whether you use Apple’s Find My or Google’s Find My Device.
11. Are the tags waterproof?
Our Bluetooth tags are IP67-certified, making them water and dust resistant. They can be used outdoors or in damp conditions.
12. Do the holders come with a tag?
No. Our accessories (collars, mounts, bracelets) are sold separately. The tags fit easily inside.
13. How do I track my keys, bike, or pet?
Place the tag in an appropriate holder, pair it with your app, and track it via your iPhone or Android device. The app shows the last known position and updates automatically when a phone passes by.
14. What if I lose Bluetooth connection?
Outside of Bluetooth range, the tag relies on the Apple or Google collaborative network. It remains trackable globally as long as it’s not deactivated.
15. Do the tags work abroad?
Yes. They update worldwide whenever a compatible device is nearby. This works in most countries where Apple and Google networks are available.
16. What size are the tags?
Our tags measure approx. 32 mm in diameter and 8 mm thick, about the size of a coin.
17. How long does the battery last?
The CR2032 battery lasts 8–12 months. The app notifies you when it’s time to replace it.
18. What products do you offer?
We offer:
- Bluetooth tags for iOS and Android
- Smart accessories like collars, bracelets, and mounts to secure them on objects or pets
- GPS trackers with SIM card for vehicles and long-range tracking
19. What’s the difference between Bluetooth tags and GPS trackers?
Bluetooth tags work without subscription, use the Apple and Google collaborative networks, and have long battery life. GPS trackers use 4G SIM cards, provide real-time updates, but require a paid subscription and more frequent charging.
Origin & Logistics
20. Where are your products made?
Our Bluetooth tags and some accessories are made in China by carefully selected factories that meet international quality standards. This allows us to maintain high quality at fair prices.
21. Why do packages ship from China?
We ship from a central warehouse in China for fast handling, global coverage, and free shipping with no hidden fees.
22. Why does the label show a different value?
The value on the shipping label is for customs purposes only. It doesn’t reflect your actual payment and does not affect your warranty or rights.
Payment & Returns
23. What payment methods are accepted?
We accept Visa, Mastercard, American Express, PayPal, and more depending on your country.
24. My payment failed, what should I do?
Try another browser or payment method. If it still fails, contact us at shop@hermestrack.com.
25. Can I return a product?
Yes. You have 14 days after delivery to return any unused product in perfect condition. See our refund policy for details.
Support & Privacy
26. How do I contact support?
Email us at shop@hermestrack.com. We reply within 12 business hours.
27. Are my personal details safe?
Yes. Your data is used only to process your order. See our privacy policy for details.
