This section is dedicated to answering any questions you may have regarding the products and services of our company.
Select from the following topics for answers to frequently asked questions.
- No Bark Collars
- Remote Trainers
- In-Ground Containment
- Ordering/ Pricing
- Service and warranty
- Troubleshooting guide for SportDog
Q: Can I attach a leash, rope, chain, or other length of containment to the bark control collar?
A: We recommend you do not attach these to a bark control collar to avoid the probes protruding into the dog’s neck and risking damage to your dog.
Q: Can I leave the collar on 24 hours a day?
A: We recommend that collar be worn no more than 8 to 10 hours a day.
Q: Will another dog that is barking, cause my Deluxe NoBark 18 bark control collar to accidently correct my dog?
A: No the collar requires vibration and sound to activate.
Q: I am concerned that once I use a bark control system my dog will stop
barking altogether. Will this happen?
A: This is highly unlikely, especially if you follow the advice in the Training Section.
Barking is a natural behavior and a needed outlet for a dog, so they are very good at learning what situations they are
allowed to bark in.
Q: I would like my dog to learn not to bark only when the bark collar is on. Is this possible?
A: Yes, this is possible. This is best accomplished by placing the bark collar on your dog only in those situations in which you never want him to bark. Also, never place the bark collar on your dog in those situations in which you want him to bark.
Q: I have more than one dog, but only one dog with a barking problem and I keep both dogs together. Is this going to cause any problems between my two dogs?
A: It should not be a problem, especially if you follow the procedures described in the "Introducing your dog to a bark control system"
section of the training manual
Q: Do I need to charge both the transmitter and the receiver together?
A: No. The transmitter and the receiver can be charged separately if necessary.
Q: How can I tell if my transmitter needs to be recharged or the 9V battery replaced?
A: The transmitter indicator light will flash when the Continuous button is pressed.
Q: Can I change the operating mode on my transmitter?
A: Yes. Refer to the Program the Remote Transmitter section of your owner’s manual.
Q: Will the signal from my SportDOG® electronic trainer interfere with another SportDOG electronic trainer?
A: No. Each SportDOG system has its own frequency ID code so that other SportDOG systems will not experience conflicting signals.
Q: What is the rechargeable battery operating life of my transmitter or receiver?
A: Depending on frequency of use:
SD-400 Series transmitter or receiver: 15 to 20 hours
SD-1200 though 3200 systems transmitters or receivers: 40 to 80 hours
Q: If I am not going to use my SportDOG trainer for several weeks. Are there any precautions I need to take?
A: Your system should be fully charged every 6 weeks to keep the batteries viable.
Q: What can I do if my transmitter will no longer communicate with my receiver?
A: Follow the steps in the Resetting the Collar Receiver section in your owner’s manual.
Q: How do I program my receiver to the transmitter?
A: Refer to the Reset the Collar Receiver Section of your owner’s manual.
Q: Will it damage the receiver if my dog goes swimming?
A: No, your SportDOG receiver(s) are waterproof and submersible.
Q: How do I know if my collar is placed correctly on my dog?
A: You’ll need enough room to slip 2 fingers under the collar placed on the upper portion of your dog’s neck.
Q: Will the receiver that came with my system, only communicate with the transmitter model that came with the system?
A: Any of our SportDOG receivers will program to any of our SportDOG transmitters. Please refer to your Owners Product Guide for instructions on resetting the collar to the transmitter.
Q: If I unplug my unit after it is fully charged, and immediately plug it back in, will the unit start flashing again?
A: No. The flashing full charge indicator is based on a timer and will need to “cycle” again, even though the unit is fully charged.
Q: What if my unit(s) begin flashing while they are charging before the recommended charging time has completed?
A: Continue to leave your system on the charger for the full charging time as described in the manual.
Q: Can I have correction and tone for 2 receivers with the SD-1200?
A: No, you will lose the tone feature with 2 receivers.
Q: Can my dog wear his tags on the training collar?
A: We recommend that tags be located on the top of the collar. Metal tags coming in contact with the probes can drain the battery.
Q: Why does the manual suggest a short loop test?
A: The short loop test provides information that assists with determining problems existing with the transmitter, receiver or a partial wire break.
Q: What is the difference between a partial break and a full break?
A: A partial break occurs when the wire is not completely broken, giving a weak signal through the wire. A full break will not allow the signal to be transmitted through the wire.
Q: Why is my transmitter beeping?
A: This is the wire break alarm and suggests there is a break in the wire.
Q: Will a Wire Break Locator find a partial break?
A: No. The Wire Break Locator is for a full break only.
Q: How do I find a partial break?
A: First, look at all splices. Look for any exposed wire or places where it may have been exposed.
Q. Why should I buy from you?
Being the Regional Service Centre for Innotek, SportDog, StayWell and PetSafe products, we provide 30 Day Money Back Guarantee. Your satisfaction with our products and services is important to us. Should the product fail to function as intended, all effort will be made by Innotek to repair or replace the faulty unit for the lifetime of the product.
Q. How can I pay when I place an order online?
During checkout, you will require entry of your credit card. We do not support PayPal. Alternatively, you can download our order form and fax it in http://www.innotek.com.au/orderform.pdf
Q. I saw some websites with cheaper prices of your products. Can you price match?
Unfortunately, we do not price match. Reason being, we import and distribute the products to resellers and we do not compete with them by offering cheaper prices. However, we guarantee product satisfaction if you buy from us with our 30 DAY Money Back Guarantee.
Q.How much is postage and handling fees?
There is an additional shipping charge on top of the item you have ordered. The Freight charge is generally $5 for normal postage, $15 for products without wire and $30 for items with wires and shipping charge for Kennel Run items will be dependent on your location and which Kennel Run you have ordered. If you have indicated EXPRESS then the shipping charge would be $15.
Q. I get an error when I tried to add item to cart. What do I do?
Email news@innotek.com.au with your problem.
Q. If I fax the order in, how can I make payment?
Direct Deposit at any Westpac bank to: Innotek Australia Pty Ltd, BSB# 034:232 Acct#137554 or mail your cheque/money order to Innotek Australia Pty Ltd, PO Box 765 Mudgeeraba Qld, 4213
Q. If I submit payment online, is it secure?
Yes, the checkout process is secured with Verisign. You will need to register or login before putting your personal information.
Q. Is the product covered under warranty?
A. Innotek Australia Pty Ltd is the Regional Service Centre for the manufacturers it represents and will fulfill all warranty coverage for Australian and New Zealand customers. Warranty conditions are printed on the packaging and in the User Guides of all our products.
Service or replacement of products outside of warranty will be provided on the basis of individual quotations for the work to be done. Replacement of faulty parts after the warranty will always be at a price below recommended retail.
Q. What is the warranty period for SportDog products
A. Innotek will provide a full refund of the purchase price for all goods returned to Innotek within 30 days of purchase, where the goods are in their original purchase condition. Neither the cost of freight from Innotek to the customer nor the cost of returning the product to Innotek will be covered by the money back guarantee.
Wire that has been de-spooled and re-spooled will not be eligible for refund. We will however take back part orders such as a containment system without wire and provide a full refund for the "as new" parts returned.
No range:
- Hold down continuous Stimulation button on transmitter. What does the light do on the transmitter does it flash or stay solid.
- If light flashes (after charging) the transmitter is not holding a charge, which will reduce the range. Either replaces the battery or (if new) the transmitter.
- If light does not flash have customer hold buckle on collar shake the receiver if there is a rattle replace the receiver. The internal antenna has broken loose. Will also cause intermittent signal.
Will not program:
- Hold down continuous Stimulation button on transmitter. What does the light do on the transmitter does it flash or stay solid.
- Is the light on the receiver flashing once every second or every 4 seconds?
- If light on transmitter stays solid then replace the transmitter it is no longer sending signal.
- If transmitter light flashes replace the battery or the transmitter.
- If collar is flashing every 4 seconds then replace the battery or the receiver.
- If the LED light on the FT-100 transmitter stays solid replace the transmitter.
Note: Try to walk the customer through the resetting of the receiver. This will teach them how to reset the receiver and you can explain that they will have to do the resetting with the replacement.
Will not hold a charge:
- Replace the transmitter battery or the receiver battery.
- If new replace the transmitter or receiver.
- Ask customer to check the charging port to see if there are 3 charging pins. If there are less than three replace the transmitter or receiver, also have them check the charger itself to see if pin is stuck into charger.
- No light when plugged into the charger:
- Ask the customer to take the battery out of the transmitter or receiver plug in the charger if they get a red light then replace the battery if they do not get a red light replace the transmitter or receiver.
No correction:
- If the collar shows that it is getting signal (LED light stays solid when continuous stimulation is held down) but does not give correction replace the receiver.
- Light does not flash after 12 hours:
- If light does not flash after 12 hours of charging the transmitter or receiver will need to be replaced. (The transmitter and receiver are what make the LED light flash)
- Will not activate
- Check to see if customer has black button on receiver. If customer does, have them push the button Very hard (some buttons are stiffer than others.)
