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 your favorite pet products.
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: Shop online 24/7 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 be happy to help.
Order changes & cancellations: Need to modify or cancel an order? Contact us as soon as possible by phone or text at 208-283-8095, or email heather@totalk9connection.com. Because we ship quickly, changes can only be made before your order has been packed or shipped.
No backorders: We only sell items that are currently in stock and ready to ship. If an item unexpectedly becomes unavailable after your order is placed, we’ll contact you promptly to offer a substitution or refund.
Final sale items: Any merchandise purchased at a reduced price is FINAL SALE. This includes sale items, purchases made with a coupon or discount code, promotional discounts, clearance items, and discontinued products. Final sale items are not eligible for return, exchange, or store credit.
Shipping cutoff: Orders for in-stock items 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’ll receive an email with your tracking number. Please allow up to 24 hours for the carrier’s tracking information to update.
Payment is required at checkout. We do not offer invoicing, net payment terms, or cash on delivery.
Accepted payment methods:
Customer Service Hours
Phone or Text: 208-283-8095 — Monday–Friday, 9:00 AM–5:00 PM MST
Email: heather@totalk9connection.com — Email us anytime
Please note: Emails received outside of business hours will be answered the following business day.
Pickup options & 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.
Dog Show Pickup: Orders placed for event pickup will be available at our booth beginning on the first day of the show.
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.
Shipping Delays
Once a package leaves our facility, transit times are controlled by the shipping carrier. Weather, carrier disruptions, natural disasters, service interruptions, and other circumstances outside of Total K9 Connection’s control may cause delays.
We are always happy to assist when possible, but we cannot guarantee carrier delivery dates or be held responsible for delays caused by the shipping carrier or circumstances beyond our control.
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
If tracking shows your package as Delivered but you cannot locate it, first 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.
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.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully review your address before submitting your order.
Incorrect or incomplete addresses: Total K9 Connection is not responsible for packages delivered to an incorrectly entered address. Any carrier fees for address corrections, re-delivery, or additional handling due to incorrect or incomplete shipping information will be the customer’s responsibility.
Refused or Undeliverable Shipments
If a package is refused, returned to sender, or determined to be undeliverable due to an incorrect address, delivery restrictions, access issues, or circumstances outside of Total K9 Connection’s control, the customer is responsible for any return shipping, re-delivery, storage, or additional carrier fees.
Carrier contact information
Return Policy
Final sale items
How to return an item
Processing Times
Exchanges
How to Send An Exchange
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 during the promotion or to items restocked after the promotion ends. Discounts cannot be applied retroactively once a promotion has ended.
Many of the professional tools and equipment we sell include a manufacturer’s warranty.
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 about your orders or account.
Pricing & site accuracy
We strive to provide accurate, current information throughout our website. However, pricing, availability, product details, promotions, and shipping information may occasionally contain errors or change without notice.
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.
Pet industry professionals—including groomers, brick-and-mortar retailers, pet spas, veterinarians, and other qualifying pet industry 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 or sign in. 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.
For assistance, call or text 208-283-8095 or email heather@totalk9connection.com.
Use code at checkout:
New customers only. Maximum savings $25.
Excludes sale items. One use per customer.
