PROFESSIONAL GROOMER OR PET BUSINESS?    SIGN UP FOR PRO PRICING →    •    FREE SHIPPING ON ORDERS   $129+    •    PROFESSIONAL GROOMER OR PET BUSINESS?    SIGN UP FOR PRO PRICING →    •    FREE SHIPPING ON ORDERS   $129+    •   

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Frequently Asked Questions

Please read our FAQ before sending us a message.

Let’s get you back in the pack!

It happens to the best of us. Click the link below to set a new password and get back to managing your orders and professional supplies.

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Technical Issues? If the link isn’t working or you’re locked out of your account, we’re here to help you troubleshoot:

Reach out to us so we can help.

📞 Call: 208-283-8095

📧 Email: heather@totalk9connection.com

Our team will get your account sorted so you can get back to business.

Online: Visit us 24/7 at www.totalk9connection.com for the fastest processing.

Phone / Text: Give us a call or send a text to 208-283-8095 during business hours.

Email: Send your order details or inquiries to heather@totalk9connection.com, and we’ll get you squared away.

Order Changes & Cancellations: If you need to modify or cancel an order, please contact us immediately via phone or text at 208-283-8095, or email heather@totalk9connection.com. Because we prioritize fast shipping, we can only make changes if the order has not yet been packed or shipped.

No Backorders: To ensure the fastest delivery of your supplies, we do not offer backorders. We only sell items that are currently in stock and ready to ship. If an item becomes unavailable after your order is placed, we will contact you immediately to offer a substitution or a refund for that item.

Final Sale Items: All items purchased on sale or during a promotion are FINAL SALE. These items are not eligible for return, exchange, or store credit.

Shipping Cutoff: We aim for same-day fulfillment whenever possible. Orders placed before 2:00 PM MST on business days typically ship the same day. Orders placed after the cutoff, or on weekends/holidays, will ship the following business day.

Tracking Your Order: You will receive an automated email with your tracking number once your label is created. Please allow up to 24 hours for the carrier to update the status of your shipment.

To ensure the fastest processing and shipping of your products, all orders are pre-paid at the time of checkout. We do not offer invoicing, Net terms, or C.O.D. (Cash on Delivery).

Accepted Payment Options:

  • Major Credit Cards: Visa, Mastercard, American Express, and Discover.
  • AfterPay: Shop now and pay over time with four interest-free installments.

Customer Service Hours

Please note: Emails sent outside of business hours will be addressed the following business day.

In-Person Pickup & Events

During checkout, you may select one of our convenient in-person pickup options.

Warehouse Pickup: Once your order is ready, you’ll receive a notification with pickup instructions and details on when and where to collect your order.

Dog Show Pickup: Orders placed for event pickup will be available at our booth beginning on the first day of the show.

Free Shipping

  • Free Shipping on $129+: Qualifying orders of $129 or more after discounts and coupons are applied ship FREE within the contiguous United States (lower 48).
  • Standard Shipping Only: Free shipping applies to standard shipping only. Restrictions apply, and oversized or special-shipping items may be excluded.
  • Orders Under $129: If your order total falls below $129 after discounts or coupons are applied, the applicable shipping charge will be displayed at checkout.

Carriers & Tracking

  • Shipping Carriers: We ship through UPS and USPS. To provide the most efficient delivery, we select the carrier based on the size, weight, destination, and shipping requirements of your order.
  • Delivery Instructions: Please enter any special delivery instructions in the Order Notes section at checkout.
  • Multiple Tracking Numbers: Larger orders may ship in multiple boxes or through different carriers. Please check your email or account for all tracking numbers associated with your order.

Damaged Shipments

  • Inspect Your Order: Although we carefully pack every order, damage can occasionally occur during transit. Please inspect your shipment promptly after delivery.
  • Report Damage Within 24 Hours: If your order arrives damaged, please call or text us at 208-283-8095 within 24 hours of delivery. The sooner you contact us, the better, as carrier claims may be time-sensitive.
  • Save All Packaging: Do not discard the shipping box, packing materials, shipping label, or damaged products.
  • Document the Damage: Take clear photographs of the exterior box, interior packaging, shipping label, and affected products. These photos may be required for us to file a claim with the carrier.

Delivered but Missing Packages

  • Check Nearby First: If tracking shows your package as Delivered but you cannot locate it, please check around your property, with household members, neighbors, or anyone who may have accepted the package.
  • Report Missing Deliveries Within 24 Hours: Please notify Total K9 Connection and contact the shipping carrier within 24 hours of the delivery scan. The sooner the carrier is notified, the better the chance of locating the package while delivery details are still available.
  • After Confirmed Delivery: Once a carrier has confirmed delivery to the address provided with the order, theft or loss occurring after delivery is outside of Total K9 Connection’s control. Replacement or refund is not guaranteed and may depend on the carrier’s investigation and available documentation.

Carrier Contact Information

Return Policy

  • Authorization Required: To ensure your return is eligible, you must contact us at 208-283-8095 or heather@totalk9connection.com to receive a Return Authorization (RA) Number before shipping any items back. Returns received without an RA number will not be processed.
  • 14-Day Window: Merchandise may be returned for a refund or store credit within 14 days of the original purchase date.
  • Refund Details: Refunds are issued for the product price only. Original shipping charges are non-refundable.
  • Product Condition: Items must be in original packaging and in sellable condition (unused and free of any odors).

Final Sale Items

  • K9 Bathing Spa: Due to the nature of the product, the K9 Bathing Spa is FINAL SALE and cannot be returned unless a manufacturer’s defect is present.
  • Non-Returnable Items: Certain hygiene or safety-related items are ineligible for return. Our team will verify your item’s eligibility when you contact us for your RA number.

How to Process a Return

  • Get Your RA Number: Before shipping, contact Customer Service at 208-283-8095 (call or text) or heather@totalk9connection.com. We will verify your return eligibility and issue your mandatory Return Authorization Number.
  • Prepare the Package: Include a copy of your original receipt and clearly write your RA Number on the outside of the box or on a note inside.
  • Ship It Back: Once your return is authorized, we will provide you with the specific return shipping address. Please do not ship items to our corporate or billing address. The customer is responsible for all return shipping costs. We strongly recommend using a carrier that provides tracking and insurance, as we are not responsible for items lost in transit.

Processing Times

  • Warehouse Transit: Please allow 3–4 business days for our warehouse to receive your package.
  • Internal Processing: Once received, our Returns Department requires 3 – 5 business days to inspect the items and process your refund or store credit.

Exchanges

  • 14-Day Window: Merchandise may be exchanged for store credit within 14 days of the original order date.
  • Authorization Required: Just like returns, all exchanges must be pre-approved. Please contact us at 208-283-8095 (call or text) or heather@totalk9connection.com to receive your Return Authorization (RA) Number and the correct shipping address.
  • Credit Value: Store credit is issued for the amount paid for the product. Original shipping charges are non-refundable, and outbound shipping charges will apply to your new exchanged items.
  • Processing Time: Once we receive and inspect your item, we will process your exchange. If there is a remaining balance in your favor, a store credit will be applied to your account and emailed to you within 3–5 business days. If the new item costs more, we will contact you to settle the difference before shipping.

How to Send Your Exchange

To ensure your exchange is processed without delay, please follow these steps:

  • Documentation: Include your original invoice and a note (or a copy of our email thread) explaining the reason for the exchange.
  • Secure Packaging: Wrap your items securely. For delicate liquids or tools, please use appropriate padding. Items must arrive in sellable condition to be eligible for credit.
  • Labeling: Clearly reference “Attn: Customer Service – Exchange [Your RA Number]” on the shipping label.
  • Tracking & Insurance: We recommend using UPS, FedEx, or USPS Priority. Please save your tracking information, as Total K9 Connection is not responsible for items that are damaged in transit or mis-delivered before they reach our warehouse.

Our promotional pricing is valid only for in-stock merchandise while supplies last. Because we do not offer backorders or rainchecks, sale discounts cannot be applied to items that are out of stock during the promotion or restocked after the sale has ended.

  • Many of the professional tools and equipment we distribute carry a Manufacturer’s Warranty.
  • Direct Support: For repairs or replacements covered under warranty, the manufacturer will be your primary point of contact. Please refer to the warranty documentation included with your product for specific instructions.
  • Need Guidance? if you aren’t sure if a defect is covered, or if you need help finding the right contact for a manufacturer, we’re here for you. Contact us at 208-283-8095 or heather@totalk9connection.com, and we will guide you through the correct procedures.

Absolutely!   At Total K9 Connection, we value your privacy as much as you do. We never sell, rent, or share our mailing or email lists with third parties. Your information is used strictly to process your orders and provide you with professional support. While your details are securely stored in our system to manage your purchase history, they are kept strictly confidential.

We strive to provide our customers with the most accurate and up-to-date information possible. However, because we work with a wide range of professional supplies and industry-leading formulas, the following policies apply to all orders:

  • Price Adjustments: Prices for our products are subject to change without notice based on market availability and manufacturer updates.
  • Accuracy & Errors: While every precaution is taken to ensure our site is correct, typographical errors or inaccuracies related to pricing, descriptions, promotions, or shipping charges may occur.
  • Right to Correct: Total K9 Connection reserves the right to correct any errors, inaccuracies, or omissions and to update information at any time—including after an order has been submitted.
  • Order Cancellation: We reserve the right to cancel or refuse any order placed based on incorrect pricing or availability information. If your order is affected by a correction or cancellation, we will contact you immediately to discuss the next steps.
  • Important Note on Pro Pricing: To receive your professional discount, you must be logged into your account before checking out. Our system applies your pricing automatically upon sign-in.
  • If your order has shipped: We cannot offer retroactive refunds or credits for orders placed at retail pricing.
  • If your order has NOT shipped: Please call/text us immediately at 208-283-8095. We will cancel the retail order so you can either place a new one yourself via your Wholesale Account, or we can assist you with re-placing the order over the phone.

If you are a Pet Industry Professional—including Groomers, Brick-and-Mortar Retailers, Pet Spas, Veterinarians, you may qualify for pro partner pricing.

To maintain the integrity of our professional program, we require proof of business. Please submit a copy of your Business License, Tax EIN Number, or Resale Certificate, along with a link to your business website or social media page. Pro Partner accounts are reserved exclusively for active industry professionals.

We’ve made it simple to get started! There are no minimum order requirements, so you can stock exactly what you need.
To join us, please create an account here and submit a pro pricing request. We handle approvals fairly quickly, so you’ll be up and running in no time. If you have any questions during the process, please feel free to reach out to us directly at 208-283-8095 or email us at heather@totalk9connection.com for assistance.  

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