Wholesale FAQ
- Who is considered a Wholesale Customer?
If you currently work in the Pet Industry as a Grooming Professional, Pet Retailer (Physical Brick & Mortar Storefront), Pet Spa, Pet Hotel, Veterinarian or other Pet Service and Supply Industry, you may qualify for a Wholesale Account!
Please Note: We require proof of business in order to qualify for Wholesale Pricing. Please submit to us a copy of your Business License, Tax EIN Letter, or Resale Certificate in order to qualify. Our Wholesale Pricing is for Industry Professionals only.Â
- How can I become a Wholesale Customer?
Please feel free to reach out to us directly at 208-283-8095 or email us at heather@totalk9connection.com for assistance.
- I’m having trouble signing into my Wholesale Account. What should I do?
Please contact Customer Service directly at 208-283-8095 or email us at heather@totalk9connection.com with your sign in issue and we will help you to resolve the problem.
- I have a Wholesale Account, but I was charged Retail Pricing. Why?
If you have an active and approved Wholesale/Pet Professional Account, but you were charged Retail pricing, this means you were not signed into your Wholesale Account when you placed your order on our website.
You as a customer must ensure you are always signed into your Wholesale Account when placing orders on our website. Failure to ensure proper login will result in you paying Retail Pricing on your orders.
If your order has already been processed and shipped with Retail Pricing, we will not refund your order or apply a credit to your account.
If your order has not yet been processed and shipped, please call Customer Service as soon as possible at 208-283-8095. We will cancel your order before it ships and instruct you to either place a new order on your Wholesale Account online, or we can assist you in placing a new order on your Wholesale Account over the phone.
What methods are available to place orders?
1. Visit our website at www.totalk9connection.com
2. Phone/Text orders may be placed:Â 208-283-8095Â Â
General Order Info
• Once the order is submitted should you need to make a change contact customer service immediately. If it has not already been packed and shipped, we will do our best to accommodate your requests.
• All sale items are FINAL SALE and cannot be returned or exchanged.
What Payment Options are available?
All orders must be prepaid.
Credit Card: We accept Visa, MasterCard, American Express & Discover
When is the Customer Service Department available?
Our Customer Service Department is available Monday – Friday from 9:00am to 5:00pm (Mountain Standard Time) by phone or 24 hrs a day via email heather@totalk9connection.com
Dog Show Pick-Up/Warehouse Pick-Up
During the checkout process you will have the option of choosing local warehouse pick-up or pick-up at a dog show. For warehouse pick-up you will be notified once the order is ready, and instructions will be sent. Dog show pick-ups will be ready and available on the first day of the show.
Shipping
Orders placed for in-stock items are usually shipped the same day if received by 1:30 MST. Should there be a delay in shipping you will be notified via email/text or phone call.
Shipping time frames exclude weekends or holidays.
Expedited shipping options are available at an additional expense for more information please contact CUSTOMER SERVICE.
A couple of products are shipped directly from the manufacturer and will require
additional processing and shipping times. You will be notified if this affects your order.
Orders are shipped via UPS or USPS at the discretion of our warehouse. If you have any shipping limitations, please indicate at checkout in what delivery restrictions may be required. Note orders may ship with both carriers so please refer to the tracking numbers provided via email or on your account.
Accidents happen, should your package arrive damaged please contact customer
service immediately and save all packaging. Pictures and/or an inspection from UPS or USPS may be requested to file a claim so please take pictures of all sides of the box, inside the box and all products affected.
All our shipments include tracking and delivery confirmation Total K9 Connection is not responsible for lost or stolen packages due to a package being left at the door, or if there were any typos entered in the shipping address at the time of placing the order, please contact the carrier directly to start an investigation. We cannot be held accountable for packages where tracking says delivered to your address.
Carrier Contact Numbers:
USPS: 1-800-275-8777
UPS: 1-800-742-5877
Returns
• The following items are FINAL SALE and cannot be returned unless there is a manufacturer’s defect:
   • K9 Bathing Spa
• Merchandise may be returned for a refund/store credit within 14 days from the purchase date. A refund will be applied for the amount paid for the product. The refund will only be applied for the item, not for any shipping charges. Items must be returned in sellable condition, free of any odors and in original packaging.
• When making a return, please include a copy of the original receipt and any notes (written or via email) as to why it is being returned.
• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number and insurance for your records.
• Please allow 3-4 business days for our warehouse to receive your return, and 5-7 business days for our return department to process your return.
Exchanges
• Merchandise may be exchanged for store credit within 14 days of the order date. The credit will be applied for the amount paid for the product. The credit will only be applied for the item, not for any shipping charges.
• If exchange is approved with store credit it will be emailed to you at the address on file and applied to your account with us within 5-7 business days after we receive the exchanged item.
• When making an exchange, please include the original invoice and any notes (written or via email) as to why it is being returned.
Items returned should be shipped to the following address:
Total K9 Connection
Attn: Customer Service – Return
2283 Elliot St
Eagle, ID 83616
Total K9 Connection is not responsible for returns damaged in transit or mis-delivered.
Outbound shipping charges may apply to exchanges.
Helpful Hints for Returning Products
1. Wrap package securely, including packing materials for delicate items.
2. Be sure to reference Customer Service – Return on the address label. This will ensure that your return gets processed accordingly.
3. We recommend that you use UPS/FedEx or USPS insured for the shipment and save your shipping receipt and your tracking information until your return is processed.
Please contact Customer Service with any questions concerning our Return/Exchange Policy or the status of your return/exchange.
The product I want to purchase is on sale but out of stock, can I get the discount when it’s back in stock?
Discounts are only valid on in-stock merchandise, while supplies last.
** Manufacturer’s Warranty **
Many of the products we distribute carry a Manufacturer’s Warranty. You will need to contact the manufacturer for repair or replacement as instructed by the Manufacturer’s Warranty documentation accompanying the product.
If you are unsure a product you wish to return/exchange as damaged, or defective is covered by a manufacturer’s warranty please contact Customer Service and one of our Customer Service representatives will be able to advise you and instruct you as to the procedures you need to follow.
Do you “sell” my name or address information?
Total K9 Connection protects our customer’s privacy by not selling our mailing list or e-mail list. Rest assure that your name will not be entered into any data base when you do business with us.
Some discounts may only apply to certain products and not the full line of offerings on our website.
All discounts or coupon codes may not be combined with any other sale or offer and cannot be applied to prior purchases.
Typographical Errors and Inaccuracies
On occasion there may be a typographical error or inaccuracy which may relate to product pricing, description, promotions or shipping charges. Total K9 Connection reserves the right to correct any errors, inaccuracies or omissions including after an order is placed. Please note we reserve the right to cancel or refuse to accept any order placed based on incorrect pricing or availability information. We apologize for any inconvenience this may cause.
Prices are subject to change without notice
ALTHOUGH EVERY PRECAUTION IS TAKEN, SOME ERRORS DO OCCUR. WE RESERVE THE RIGHT TO CORRECT ANY SUCH ERRORS AS WE DEEM NECESSARY.