Setup and first use
Check the supplied parts, power requirements and placement instructions. Follow the product’s first-use procedure before introducing it to your pet.
Ask About SetupSupport
A little help with
everyday care.
Setting up a product or working through a problem? Start with your model number and the guidance supplied with your device. If you need more help, tell us what you are seeing.
Find the model. Match the guidance.
Look for the model number on the product label, packaging or supplied manual. The name in a shop listing may be different. Include the model and, if available, the order reference when asking for help.
Different versions can have different controls and app requirements. Use the instructions for your exact product, especially for setup, cleaning and safe operation.
What do you need help with?
App and connection
Check the app named in the manual and the model’s supported connection requirements. Send the model, app name and any error message with your enquiry.
Ask About ConnectivityCleaning and maintenance
Follow the model’s cleaning instructions. Check which parts can be removed or washed, and keep electrical parts dry as directed.
Ask About Product CareParts and after-sales
Include the model, country, seller and purchase reference if available. Describe the part or issue so the applicable service route can be reviewed.
Ask About Parts or ServiceSomething appears unsafe? Stop using the product.
If the product is damaged, overheating or behaving in a way that may put a pet or person at risk, stop using it and disconnect power if you can do so safely. Keep pets away while you seek guidance.
Email info@furbabybro.com with the subject ‘Product safety concern’, the model and a description. For immediate danger, contact the appropriate local emergency service. If a pet may be injured or unwell, contact a vet.
Help us understand what happened.
Share the model, where and when you bought it, what you were doing and what happened next. Mention any on-screen message. If you email photos or a short video, focus on the product and the problem, and leave out passwords or payment information.
A few things
you may be wondering.
Need help with a particular model or project? Talk to our team
I bought from a retailer. Who should I contact?
Your seller is the first contact for order records, returns and any purchase-specific terms. You can also contact FURBABYBRO with the model, seller and country so the product question and appropriate service route can be reviewed.
Where can I get the right manual?
If you no longer have the supplied manual, send us the model number and a photo or description of the product label. Ask for the instructions for your exact version.
Can I use a different power adapter or replacement part?
Use the type specified for your model. If you need a replacement, check compatibility before connecting or fitting it. Include the model and the part you need in your enquiry.
Do smart devices replace daily checks?
No. Check food, water, litter and the device regularly, follow the maintenance instructions and observe how your pet uses the product. Seek veterinary advice about changes in your pet’s health or behaviour.
Do I need an account to ask for help?
No. You can send a product-support enquiry or email info@furbabybro.com without creating an account.
Tell us what you need help with.
A model number and a clear description are the best place to start.