Garmin is known worldwide as a leader in making durable, reliable electronics for sportsmen. Dealing in Golf, Aviation, and Marine devices as well as outdoor gear, Garmin knows their users normally treat their toys with delicate care. But as anyone in their Dog Tracking division will tell you, no customers are tougher on equipment than your dogs. Even the houndsman, traversing snowy mountains and poorly-lit swamps far from the links of a Palm Beach golf club knows his handheld is his lifeline to his dogs, and a good pack leader takes care to protect it from physical damage in the field.
You are probably not here. 
You are probably here.
But damage is an eventuality because your dog doesn't care that you spent $300 on his fancy new collar. He's going to go out and beat it up as hard as he deems necessary, hopefully in the pursuit of something you actually want. If your dog tends to be scrappy, or you run through thick country, you may experience more broken gear than most. So when equipment does inevitably break, you can certainly send it back to Garmin for repair or replacement, however they can take up to 3 weeks to service a unit. Double U can take the serial number from your broken item and and get a replacement sent without even waiting for it to arrive to the shop, in as little as 2 days. Here are the steps you'll need to follow in order to get broken or malfunctioning Garmin equipment replaced:
Step 1: Serial Number
Locate the serial number on your handheld or collar so that we can check warranty status. If you need help locating it, follow our handy guide here. Before you call us, try to have the broken item in front of you, or the serial number written down if the item is already shipped. It's never fun wrestling with a collar strap or reading small print on serial numbers when you're on the phone, and if the item is already on the way, we'll have to wait until your box arrives to confirm the item's serial number and get you a replacement.
Step 2: Call Double U
Give us a call at 855-384-8687! We'll check the warranty status of the serial number you provide and let you know the price on a repair if out of warranty. Remember, all brand-new Garmin items come with a 1-year warranty which physical damage will void; so if it's under a year old but the unit has been bitten by a bear, or backed over by a truck, you'll still be looking at repair costs. After we collect the serial number, we can provide you with our mailing address and a ticket number to send your collar or handheld in. For warranty items, make sure you leave the unit intact, as we will want to be able to test the item when it arrives, however any out-of-warranty items can be stripped of accessories such as antennas and batteries, even screws if you choose to keep them for parts. Any service gear will come with a 90-day warranty, or if still under factory warranty, the remainder of your original 1-year warranty from Garmin (so if your unit develops a defect after 4 months of purchase, you would still have 8 months of guaranteed coverage remaining on the factory replacement we send).
Step 3: Box Up Your Gear
Package up your broken items and inscribe the ticket number on the side of the package. Our ticket numbers will normally look something like: [XYZ-12345]. Please include a note in the box with your name and number so we can contact you if need be, and keep any map cards and personal accessories like cases and chargers, as your replacement unit will not come with charging cables or wall adapters.
Step 4: Ship Your Broken Gear
Take your broken gear to the carrier of your choice and send it out to us at DU. They will provide you with a tracking number for your parcel. Give us a call, or send an email with tracking and as long as we have serial, any payment required (if your item is out of warranty), and the tracking number from your own parcel confirming it's in the mail, we're clear to send a package of our own with your replacement items free via USPS Priority Mail. If you have the serial written down beforehand, and tracking number ready after shipping your parcel, we can take care of everything same-day in a 5-minute phone call. Typically, you can get another unit to your door in 2-5 days, and you'll be back to doing what you love in no time.
