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Save 10% On First Order Using Code “NEW10” During Checkout. Save 10% On First Order Using Code “NEW10” During Checkout. Save 10% On First Order Using Code “NEW10” During Checkout. Save 10% On First Order Using Code “NEW10” During Checkout. Save 10% On First Order Using Code “NEW10” During Checkout. Save 10% On First Order Using Code “NEW10” During Checkout.

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Frequently Asked Questions

Let’s get you back in the pack!

It happens to the best of us. Click the link below to reset your password and get back to managing your orders and shopping for professional grooming supplies.

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Still having trouble?

If the link isn’t working or you’re locked out of your account, we’re here to 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: Call or text us at 208-283-8095 during business hours.

Email: Send your order details or questions 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 by phone or text at 208-283-8095, or email heather@totalk9connection.com.

Because we prioritize fast shipping, changes can only be made before an order has been packed or shipped.

Backorders: To help ensure fast delivery, 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 promptly to offer a substitution or refund.

Final sale items: Items purchased on sale or as part of a promotion are final sale and 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, on weekends, or on holidays will ship the following business day.

Tracking your order: Once your shipping label is created, you will receive an automated email containing your tracking number. Please allow up to 24 hours for the carrier’s tracking information to update.

All orders must be paid in full at checkout. We do not offer invoicing, net payment terms, or cash on delivery.

Accepted payment methods:

  • Major credit cards: Visa, Mastercard, American Express, and Discover
  • Afterpay: Split your purchase into four interest-free payments

Please note: Emails received outside business hours will be answered the following business day.

In-person pickup & events

During checkout, you may select one of our in-person pickup options to save on shipping:

Warehouse pickup: Once your order is ready, you will receive a notification with detailed pickup instructions.

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

Processing & shipping times

  • Same-day shipping: Orders for in-stock items placed by 2:00 PM MST, Monday–Friday, typically ship the same business day.
  • Delays: If an unexpected delay occurs, we will contact you by email, text, or phone as soon as possible.
  • Weekends & holidays: Orders are not shipped on Saturdays, Sundays, or postal holidays.
  • Expedited shipping: Need your supplies sooner? Expedited shipping may be available for an additional fee. To request a rush shipment, please call or text Customer Service at 208-283-8095

Carriers & tracking

We ship through UPS and USPS. To provide the most efficient delivery, we select the carrier based on the size, weight, and destination of your order.

  • Delivery instructions: Please enter any special delivery instructions in the “Order Notes” section at checkout.
  • Multiple tracking numbers: Large orders may arrive in multiple boxes or through different carriers. Please check your email or account for all tracking numbers associated with your order.

Damaged shipments

Although we pack every order carefully, damage can occasionally occur during transit. If your package arrives damaged, please take the following steps:

  • Contact us: Call or text Customer Service promptly at 208-283-8095.
  • Save all packaging: Do not discard the shipping box, packing materials, 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 to file a claim with the carrier.

Lost, stolen, or incorrectly addressed packages

Total K9 Connection is not responsible for lost or stolen packages once the carrier has confirmed delivery to the address provided with the order.

  • Address accuracy: Please carefully review your shipping address before submitting your order. We cannot be held responsible for packages delivered to an incorrectly entered address.
  • Missing deliveries: If tracking shows “Delivered” but you cannot locate your package, please check around the property and with other household members or neighbors. You may also contact the carrier directly to begin an investigation.

Carrier contact information

  • USPS: 1-800-275-8777
  • UPS: 1-800-742-5877

Return Policy

  • Authorization Required: Before returning any item, please call or text us at 208-283-8095 or email heather@totalk9connection.com
  • to confirm eligibility and receive a Return Authorization (RA) number. Returns received without prior authorization will not be processed.
  • 14-day return window: Eligible 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 amount paid for the product. Original shipping charges are nonrefundable.
  • Product condition: Items must be unused, free of odors, in sellable condition, and returned in their original packaging.

Final sale items

  • K9 Bathing Spa: Due to the nature of this product, the K9 Bathing Spa is final sale and cannot be returned unless it has a confirmed manufacturer’s defect.
  • Nonreturnable items: Certain hygiene- and safety-related products are not eligible for return. We will confirm an item’s eligibility when you request an RA number.

How to return an item

  • Request an RA number: Contact Customer Service at 208-283-8095 by phone or text, or email heather@totalk9connection.com.
  • We will confirm eligibility and provide your RA number.
  • Prepare your package: Include a copy of your original receipt or invoice. Clearly write your RA number on the outside of the package or include it on a note inside.
  • Ship your return: Once your return is approved, we will provide the correct return shipping address. Please do not ship returns to our corporate or billing address.
  • Return shipping: Customers are responsible for return shipping costs. We strongly recommend using a trackable and insured shipping service. Total K9 Connection is not responsible for items lost or damaged during return transit.

Processing Times

  • Once your return is received, please allow 3–5 business days for inspection and processing. Approved refunds or store credits will be issued after the returned items have been inspected.

Exchanges

  • 14-day exchange window: Eligible merchandise may be exchanged within 14 days of the original purchase date.
  • Authorization required: All exchanges must be approved in advance. Contact us at 208-283-8095 by phone or text, or email heather@totalk9connection.com
  • to receive an RA number and the correct return address.
  • Price differences: If the replacement item costs more, we will contact you to collect the difference before shipping. If it costs less, the remaining balance will be issued as store credit.
  • Shipping charges: Original shipping charges are nonrefundable. Customers are responsible for return shipping and any shipping charges associated with the replacement item.
  • Processing time: Once your item is received and inspected, please allow 3–5 business days for your exchange to be processed.

How to Send Your Exchange

  • Documentation: Include your original receipt or invoice and a note explaining the requested exchange.
  • Secure packaging: Package your items carefully and use appropriate padding when shipping liquids, tools, or other delicate products. Items must arrive in sellable condition to qualify for an exchange.
  • Labeling: Clearly write “Attn: Customer Service—Exchange” and your RA number on the shipping label or package.
  • Tracking and insurance: Use a trackable and insured shipping service, and retain your tracking information until the exchange is complete. Total K9 Connection is not responsible for packages lost, damaged, or misdelivered before reaching our warehouse.

Sale pricing applies only to in-stock merchandise while the promotion is active and supplies last. Because we do not offer backorders or rain checks, promotional pricing cannot be applied to items that are out of stock or restocked after the promotion ends.

Many of the professional tools and equipment we sell include a manufacturer’s warranty.

  • Warranty service: For repairs or replacements covered under warranty, the manufacturer will be your primary point of contact. Please refer to the warranty information included with your product for instructions.
  • Need help? If you are unsure whether an issue is covered or need help locating the correct manufacturer contact, call or text us at 208-283-8095 or email heather@totalk9connection.com. We will help guide you through the process.

Is my personal information kept private?

Yes. We take your privacy seriously and do not sell or rent your personal information. Your information is used to process orders, provide customer support, maintain your account and purchase history, and communicate with you when requested.

We may share limited information with trusted service providers, such as payment processors and shipping carriers, only when necessary to complete your order or provide our services. Please review our Privacy Policy for complete details.

Pricing & site accuracy

We strive to provide accurate, current information throughout our website. However, pricing, availability, product details, promotions, and shipping charges may occasionally contain errors or change without notice.

  • Price changes: Product prices are subject to change without notice due to manufacturer updates, market conditions, or product availability.
  • Website accuracy: Although we make every effort to keep our website accurate, typographical errors, incorrect descriptions, pricing errors, or other inaccuracies may occur.
  • Corrections: Total K9 Connection reserves the right to correct errors, inaccuracies, or omissions and update information at any time, including after an order has been submitted.
  • Order changes or cancellations: We reserve the right to cancel or decline an order affected by incorrect pricing, availability, or product information. If your order is affected, we will contact you promptly to explain the available options.

  • To receive your professional pricing, you must be signed in to your approved Pro Pricing account before placing your order. Your discounted pricing will display automatically after you sign in.

    • If your order has already shipped: We are unable to apply retroactive refunds or credits to orders placed at retail pricing.
    • If your order has not shipped: Please call or text us promptly at  208-283-8095. If the order has not yet been processed, we may be able to cancel it so you can sign in and place a new order using your Pro Pricing account.

Pet industry professionals—including groomers, brick-and-mortar retailers, pet spas, veterinarians, breeders, and other qualifying businesses—may be eligible for Pro Pricing.

To protect the integrity of our professional program, proof of an active business is required. Please provide a copy of your business license, EIN documentation, or resale certificate, along with a link to your business website or professional social media page.

Pro Pricing accounts are reserved for active pet industry professionals

Getting started is easy, and there are no minimum order requirements.

First, create an account using the link below. Once your account is set up, submit a Pro Pricing request along with the required business information. Applications are typically reviewed promptly, and you will be notified once your account has been approved.

Create an account and request Pro Pricing

For assistance, call or text 208-283-8095 or email heather@totalk9connection.com.  

Get 10% OFF
Your First Order

Use code at checkout:

New customers only. Maximum savings $25.
Excludes sale items. One use per customer.