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Customer Support

Office Hours Are:

Monday - Friday 9.00 am - 5.00 pm AWST

Saturday - Closed

Sunday - Closed

For urgent matters regarding orders please contact us on 08 9521 4325

Prefer to send an Email?Reach out to us:

We’d be happy to help with any inquiry, simply fill out the form below and we will get in touch with you within 24-36 hours or the next business day.

Your Devices are delivered to you pre programmed and ready to use out of the box.

However, we understand that you may still have questions so feel free to call us during office hours, 08 6147 0747  and we’ll be happy to step you through the process.

If you wish to get contact information / numbers changed on your devices we can help you with doing these tasks.

Yes! We are registered for providing the following.

Registration Groups.

Assistive Equipment -Recreation
Assistive Products -Personal Care / Safety 

Keep Track GPS is a family owned business established out of our own very personal, emotional and hard-fought journey with our two beautiful sons, Jett and Dylan.

Dylan has a life limiting condition and special needs, while Jett our eldest son suffers from PTSD and other mental health issues from witnessing his brother fight for life.

Technology has given us options, enabling us to deal with the challenges in our life, created a greater level of independence and security whilst allowing us to live every day to the fullest without fear or anxiety.

We have brought these items for our own personal use and have found they worked. So, we know how the pendants, watches and tracking devices work. Our hope is that our journey will help others to find help quickly and effectively. And to live life to its fullest.

Don't let fear hold you back from having a fantastic life!

Keep Track GPS understands that sometimes you may need to return devices you have purchased from us. To help with this, we have set out below the Keep Track GPS Returns Policy which explains key points that you should be aware of. Our Returns Policy includes the rights that you have under the Australian Consumer Law (if you are a consumer), and does not seek to exclude or limit these. If you are a consumer under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognize that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. Keep Track GPS adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

How to return a faulty item:

Our returns Policy lasts 21 days from date of  Delivery.

If you suspect your item is faulty or not working properly, please call us on (08) 9521 4325  so that we can offer troubleshooting advice over the phone. For a lot of our products, we can resolve issues over the phone by offering remote support, or assisting with firmware updates. Alternatively, you can post your product back to us for assessment. Please Advise us first. If a fault is found, you are welcome to ask us (Keep Track GPS) to handle the warranty process for you. In order to obtain any remedy from us, you must provide us with proof of purchase. This may either be a receipt we issued, or bank statement/credit card statement clearly showing the amount which corresponds to the purchase price, and that shows Keep Track GPS was the merchant. 

At the discretion of Keep Track GPS repair or replacement may include new and/or refurbished parts up to the value of the unit being repaired or replaced.

What’s not covered by our returns / warranty policy:

Water infiltration or evidence of water infiltration. Damage to the recharge connection point.Power, electrical or voltage surge.Accident Damage by Misuse, flood water infiltration, fire, earthquakes, accident.Damage to watch touch screen face, due to excessive force is not considered as a fault! and is not covered by the warranty.

Who pays for freight? Any expenses relating to returning your product to us will normally have to be paid by you. We will pay the return costs to send the repaired/new item back to you, but reserve the right to charge for return freight if you send a non-faulty item back to us. 

Shipping:

To return your product, you should mail your product to:

Keep Track GPS

Parcel Locker 10020 11609
271 Amherst Road
Canning Vale WA 6155

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Can I return an item if it is not faulty? As a retailer we are not obliged to accept return of goods purchased from our online store unless required under Australian Consumer Law. We do not have to accept returns if you changed your mind, found it cheaper somewhere else, decided you did not like the purchase, or had no use for it. Please make your choice with this in mind.  We can only accept non-faulty goods for return in the following circumstances:

You have a valid receipt or other proof of purchase with Keep Track GPS

and

You were offered a return acceptance within a particular time frame, by the salesperson at the time of purchase. You will need to have a careful record to prove this, and the goods must be complete with all packaging and accessories, and in as-new condition.

If you wish to request your non-faulty product outside of the above conditions, our Business Manager may consider your request, and determine a re-stocking fee based on the conditions of the goods, and date of purchase. At our prerogative, any refund agreed upon, may be in a form other than cash or credit/debit card reversal, for example bank transfer. Within 7 days

Shipping Fees, Setup Costs, Sim Cards, are Non refundable.

Restocking Fee: $18.00

  For more information on your consumer rights, please visit 

www.consumerlaw.gov.au 

http://www.commerce.wa.gov.au/consumer-protection/your-consumer-rights-under-acl

All product are received and shipped from Perth, Western Australia.

For Perth CBD, Queensland, Victoria, Tasmania, South Australia, New South Wales, Canberra- ACT, : Orders and all relevant paperwork must be received by 12 pm AWST (Perth time zone) on any business day for next business day delivery, otherwise you will receive your item within 2-3 business days.Darwin: Orders and all relevant paperwork must also be received by 12 pm AWST(Perth time zone) on any business day for delivery in 2-3 business days otherwise you will receive your item within 3-4 business days.Regional areas: Place your order any time, on a business day and it will arrive within 3 - 4 business days.

Australian Shipping Rates:   Provided by Australia Post

Free Express Post Shipping: 

 (for orders valued over $100.00 )                              Free 

 Paid Shipping:  

( for orders valued under $100.00 )

Standard Post                        0 g -  3 kg   $11.00

Express Post                          0 g -  3 kg   $14.05     

Local Pickup                          Free      

New Zealand orders will generally take up to 8 days for delivery.             

International Standard Satchels 500g + 6 Business Days                            International Express Satchel     500g 2 - 4 Business Days

We endeavor to ensure we have the correct stock levels to supply our clients at all times, however under certain circumstances out of our control we do not have stock, we will contact you to advise the situation and possible solution.

You are responsible for ensuring you have entered the correct shipping address. If you entered an incorrect shipping address at the checkout, and product is returned to us, a re-delivery charge of $13.50 will apply within Australia.

ORDER TRACKING:

When your order is ready for dispatch, you will receive an email containing a tracking number.Simply enter this on the Australia Post website to track the delivery of your package.

SIGNATURE AND  DELIVERIES:

Deliveries will require a signature. If nobody is home to sign for your package then a collection card will be left notifying you to collect it from your local post office or delivery center. If you do not collect your package within 14 days it will be returned to KeepTrack GPS, a re- delivery fee of $13.50 will be charged to resend within Australia. If you provide an Authority to Leave the goods at your location without a signature, we cannot be held responsible for any theft or loss that may occur as a result.

CHANGING SHIPPING ADDRESS:

Please contact us immediately after placing your order to change your address. You can reach us on +61 08 95214325 during our business hours. If the product has been sent we will try our best to redirect however we can not guarantee this. 

SHIPPING OVERSEAS: * free express post dose not apply to international delivery's.

Overseas Shipping rates  are calculated at the check out via Australia post.

We Also Ship World Wide, Please contact us for a quote however any applicable international taxes or customs duties are payable by the customer.

If your order is not delivered to you by the postal agent due to an incorrect shipping address or non-collection, or is not claimed by you from your local post office courier center, and is returned to KeepTrack GPS, a re-delivery fee will apply. Please contact us regarding fees for re-delivery. If your package is returned to us as a result of you not accepting your delivery, and you choose not to have them re-delivered, a refund will be provide however we will deduct the cost of shipping back to KeepTrack GPS.

* Please note.

4G Life Alert Alarm.

Yes, they have been tested by choice magazine in there 2018 / 2019 / 2020 testing.  Check out the results Keep Track 4G Life Alert Medical Alarm 

They have recommended our device. The test result was 90% out of 100.

Personal alarms reviews

Introduce the alarm earlier in life, before they may need it. That way, they can ease into the idea, add it to their daily routine, and come to understand the technology over time.Show them how to use it, on more than one occasion, then ask them to repeat the process for you.Keep an eye on GPS monitoring to make sure they are using the device, and remind them to if you feel it's necessary.

Facing the realities of ageing:

No one wants to be told that they need to be looked after. Pride and humiliation can be key (and understandable) reasons as to why someone won't use a personal alarm.

Habitual behaviour: All humans are creatures of habit. It can be easy to forget a new element of the daily routine such as charging or putting on a personal alarm.

Distrust or suspicion:

Similar to habitual behaviour. People may be reluctant to try a different solution such as a personal alarm, when something they're familiar with such as a phone, works just fine in their mind.

Cognitive issues:

Such as short-term memory loss.

Your Mobile number will need to be in contact list to be able to change settings.

SMS command  to devices Mobile Number.

To remove number from device.

Ax,D   x=1-8

SMS A1,D         

This will delete contact 1

To add name and numbers to device.

A1-A8.

SMS A1,040xxxxxxx,NAME

A1,040xxxxxxx,Fred Smith

A2,0895214325,Betty Jones

This will add new contacts 1,2

To be able to see device Location.

Command Code: F

SMS Command: F 

To be able to see device contacts.

 Command: G

SMS Command: G

To Adjust the fall sensor.

Command: KLxxx

Sensitivity can be adjusted by replacing xxx with 001-255

The Fall settings range from 0-255. 1 least sensitive and 255 being the most sensitive. The device is sent with the setting at 050.

SMS Command:

 KL055 to decrease the sensitivity -5 

 KL065 to increase the sensitivity +5

To turn off fall detection.

SMS Command:

 KL000

If you require help in adjusting the fall detector please contact us

Command Qx,3

x 0 = Auto Answer

x 1 = Answer incoming call by pressing call button - hanging up by pressing SOS Button.

SMS Command:

Q3,0 Auto Answer

Q3,1 Manual Answer

By Holding down the Call Button for 2 seconds, the screen will show your list of contacts.

Scroll down by pressing the Power Button.

Scroll up by pressing the Call Button.

This will highlight the required number then press the SOS Button to make the call.

When activated it will show on the screen for example ‘Call out Hazel’. (who ever your contract name is)

To hang up on the call, simply press the SOS button firmly and quickly.

The 4G Personal Alarm is water-resistant but not waterproof.

Therefore, they are not suitable to be purposefully submerged in water or to go swimming with.

For this reason, we highly recommend hanging your pendant in the shower on a hook that is within reach.

The pendant is rated IP 67 which means the pendent is limited to about 30 minutes of immersion in up to 1 meter/three feet of freshwater.

Yes the life alert can be used in  Europe - America - Australia - New Zealand. Any were these 4G LTE CAT-1 frequency's are available.

Europe: B1/B3/B7/B8/B20

America: B2/B4/B12

Australia: B1/B3/B5/B7/B28

Check Local and Globe coverage Here

Firmware updates are provided frequently we are constally updating the alarm with new features and fixes.

To Make sure you have the lates firmware.

Command Code: UV

SMS Command: UV

When you order your Mobile Alert Device / Personal Alarm we have two ways of letting us know the contact information to be loaded on the device.

Direct to the ordering page and via email.

User Manuals

3G Personal Alarm: Download User Guide

3G Personal Alarm Programing Guide: Down Load User Guide

4G Life Alert Medical Alarm: Down Load User Guide

ZOLEO Satellite Communicator: Down Load User Guide

SPOT Gen3: Down Load User Guide

SPOT Gen4: Down Load User Guide:

SPOT Trace: Down Load User Guide