Enquire•Track•FAQ

Frequently Asked Questions

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Shipping & Returns

Below are some common questions about shipping and returns.

Where do we ship?

We ship to the United States and select international destinations. If your country is available, it will show up at checkout.

Where is my order?

Most orders are processed within 1–3 business days (Mon–Fri, excluding holidays).

If your order has already shipped, you can check its current status using the tracking link in your shipping confirmation email (tracking can take a little time to update).

If you can’t find your confirmation emails, contact us at help@tryfindtrace.com with your name + email used at checkout and we’ll help.

When will I receive my order?

Delivery times start after your order is dispatched.

United States (Standard Shipping):

  • 3–12 business days after dispatch

International Shipping:

  • Typically 3–12 business days after dispatch, but it can take longer depending on destination and customs processing.

During promotions, holidays, or launches, processing may take slightly longer than usual.

How do I track my order?

Once your order ships, you’ll receive a shipping confirmation email with your tracking number.

Tracking notes:

  • Tracking updates can take 24–72 hours to appear after dispatch.
  • If tracking hasn’t updated for 7 business days, email help@tryfindtrace.com and we’ll help investigate with the carrier.

What is Trace’s returns and refunds policy?

We want you to love your Trace products. If something isn’t right, we’ll make it right—quickly and fairly.

Returns window:

  • You may request a return within 30 days of delivery.

To be eligible:

  • Item must be unused, in original condition, and in original packaging (where possible)
  • Must be fully functional and include any accessories from the original order

How to start a return:

Email help@tryfindtrace.com with:

  • Your order number
  • The item(s) you want to return
  • The reason for the return
  • Photos or a short video (required for damaged/defective items)

If approved, we’ll email you return instructions and the return address.

Damaged, defective, or incorrect items:

  • Contact us within 7 days of delivery
  • We’ll offer a replacement, refund, or another solution depending on the issue
  • We may ask for photos/video to confirm the issue

Refunds:

  • Refunded to the original payment method
  • After the return is received and inspected, refunds are usually processed within 5–10 business days (your bank may take additional time)
  • Original shipping fees (if any) are non-refundable, unless the return is due to a Trace error (damaged/defective/incorrect item)

Return shipping costs:

  • Change-of-mind returns: customer covers return shipping (unless otherwise stated)
  • Damaged/defective/incorrect: we cover return shipping (or provide an alternative resolution)

Exchanges:

  • We don’t offer direct exchanges. If you want a different item, return your original purchase (if eligible) and place a new order.

Order cancellations & changes:

  • Email us ASAP. If the order has already been processed or shipped, we may not be able to cancel it—then you can request a return after delivery.

Chargebacks & payment disputes:

  • Please contact us first so we can resolve it quickly. Filing a chargeback before contacting support may delay resolution.

Support hours:

  • 12PM EST

What if I made a mistake in my shipping address?

If you notice an address issue, email help@tryfindtrace.com as soon as possible.

  • If your order hasn’t been dispatched yet, we may be able to update it.
  • Once it’s dispatched, changes may not be possible.
  • If a package is returned to us due to an incorrect or incomplete address, you may be responsible for the cost of reshipping.

How do I connect Trace Smartcard to my phone?

Turn on Bluetooth, then hold the power button on Trace to enter pairing mode.

  • iPhone/iPad: Find My → Items → + → Add Item
  • Android: Google Find Hub → Add tracker/device

    Follow the on-screen steps to name and finish setup.

How do I charge Trace Smartcard?

Trace is wireless rechargeable. Place it flat on a wireless charging pad and ensure it’s centered for a solid connection.

How long does the battery last?

Up to 3 months per charge (battery life varies based on usage and tracking frequency).

How can I check the battery level?

Check it inside the tracking app:

  • iPhone/iPad: Find My → Items → Trace
  • Android: Google Find Hub → Trace

How do I reset Trace Smartcard?

First remove/unpair Trace from your phone (Find My / Google Find Hub). Then hold the power button for 10–15 seconds to reset, and hold again to re-enter pairing mode.

How do I get an alert if I leave Trace behind?

Enable Left Behind / Separation Alerts in your tracking app:

  • iPhone/iPad: Find My → Trace → Notify When Left Behind
  • Android: Google Find Hub → Trace → Separation alerts

Can I share my Trace Smartcard with someone else?

Yes—use the Share option in your tracking app:

  • iPhone/iPad: Find My → Trace → Share This Item
  • Android: Google Find Hub → Trace → Share (wording may vary)