Warranty & Replacement

Covered

Manufacturing defects. If your device fails due to a fault in materials or workmanship under normal use, we’ll repair or replace it free.

Not covered

• Accidental damage
• Water damage beyond the IP65 rating
• Loss or theft
• Normal battery wear over time
• Damage from misuse

If it arrives dead or damaged

Check your device when it arrives. If it is dead on arrival, defective, or damaged in transit, tell us within 30 days of delivery and we will replace it free. Email support@stepsafekids.com with your order details and a photo if there is visible damage.

Reporting inside that window is what lets us claim against the carrier or the production run, which is why there is a deadline on it. After 30 days, a fault is still covered by the one year warranty if it is a manufacturing defect, but transit damage is not.

How replacement works

Contact us, describe the issue, and if it’s a covered defect we’ll arrange a replacement. A monthly subscription carries over to the replacement device.

Lifetime Pro carries over free when the replacement is for a covered defect inside the warranty period. For any other reason inside your first twelve months, such as accidental damage or water damage beyond the IP65 rating, you can buy a replacement at the discounted Lifetime holder rate (the current price is stated in the Lifetime Pro terms) and your Lifetime Pro transfers to it, as many times as you need within that year. That is a service transfer, not a warranty: you pay for the hardware. After twelve months, Lifetime Pro holders can still buy a replacement at a discounted rate, but service on that device is a new arrangement. Lifetime means the lifetime of your device, not an unlimited commitment across future devices.

StepSafe Care: two-year extended warranty

StepSafe Care extends manufacturing defect coverage from one year to two years. Like the standard warranty, coverage begins on the date your device is delivered, not the date you bought it. Devices ship in February 2027, so a plan bought today starts when the device reaches you.

What it covers

• The device will not power on
• GPS module failure
• SOS button failure
• Charging port failure

The remedy is repair or replacement, at StepSafe’s discretion. StepSafe Care does not provide refunds.

What it does not cover

• Physical damage, including drops and crushing
• Water damage beyond the IP65 rating, meaning submersion, washing machines and pools
• Loss or theft
• Damage caused by opening the device or attempting to replace the battery yourself
• Normal battery capacity decline over time
• Accessories, including the clip, lanyard and cable
• Any period during which a required subscription was not active. This does not apply to Lifetime Pro holders, who have no ongoing subscription.

How to claim

1. Contact support@stepsafekids.com so we can troubleshoot with you first
2. If it is a covered failure, we issue an RMA number
3. We send the replacement
4. You return the failed unit in the same box, using the prepaid label we include

StepSafe Care is not transferable and cannot be resold. It is available in the United States and Canada only.

This extended warranty is in addition to any rights you already have under applicable consumer protection law. It does not replace them, and nothing here limits those rights.

StepSafe Protect: accidental damage

StepSafe Protect covers the things a warranty never does. Within two years of delivery you can claim one replacement device at $75 USD, for any cause at all: drops, water damage, loss, theft.

One claim only. Once you use it, the coverage ends. It does not renew and it does not roll over.

Where the original device is recoverable, it must be returned to us. A device that is genuinely lost or stolen is covered, and we are not going to ask you to produce something you no longer have. This condition exists so that a claim cannot be used to obtain a second working device.

If you hold Lifetime Pro, your first-year replacement provision applies first and is not affected by StepSafe Protect. Protect becomes usable from month 13 onward, and using it does not affect your Lifetime service transfer.

As with StepSafe Care, coverage begins on the date your device is delivered rather than the date of purchase. StepSafe Protect is not transferable, and it is available in the United States and Canada only.

Prepaid service plans

Subscription service can be prepaid in 12 month and 24 month blocks instead of paying monthly.

Prepaid service begins when your device ships, not when you buy the plan.

Prepaid time is non-refundable. If your device is replaced under warranty, whatever time you have left transfers to the replacement device, so a warranty claim never costs you service you already paid for.

Safety disclaimer

StepSafe Kids is a location-awareness aid and does not replace responsible adult supervision. No tracking device can guarantee a child’s safety, and StepSafe Kids should be used as one part of a broader safety plan.

For Kickstarter backers

Because you helped build this, we stand behind it. If a device arrives dead or defective, we replace it, no argument.