Contact Canine Clasp

Whether you need help choosing the right collar, have a question about an order, or want to share feedback, our team is ready to assist. We're an independent specialty retailer focused on dog collars, harnesses, and leashes from GoTags, Mendota Pet, and Voyager. Clear communication and reliable support are at the heart of how we work.

Reach Our Main Support Team

For general questions about orders, products, or policies, email us at support@canineclasp.shop. Our shared service window is Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding major U.S. holidays. Messages received outside these hours are answered on the next business day, in the order received.

How We Handle Your Request

• We verify the order or account details
• For standard questions, we answer directly with clear next steps
• For specialized matters, we summarize the case and forward it to the relevant department
• We follow up with you after the specialist response to confirm resolution

You can expect an acknowledgment within one business day. If your issue isn't resolved within two business days, it's escalated to our operating manager, who reviews the case and ensures a final response within the next business day.

To help us assist you quickly, please include:

• Order number or email used at checkout
• Product name and brand
• Description of your question or issue

Specialist Departments

For faster, more focused help, you can reach our specialist teams directly. Each department has a dedicated email and a clear process for handling your request.

Pre-Sales Support

Email: presales@canineclasp.shop
Best for: Help before you buy – product selection, sizing, brand comparisons, and policy questions.

What we'll do:

• Confirm your dog's measurements and intended use
• Recommend specific products and explain the fit
• Coordinate with our quality assurance team for technical specs if needed
• Summarize the recommendation in an email you can keep

First response: Same business day.
Please include: Products you're considering, your dog's breed/weight/neck or chest measurements, and any specific needs like training, visibility, or pull control.

Escalation: If we can't confirm a technical specification, we escalate to quality assurance within one business day.

After-Sales Support

Email: aftersales@canineclasp.shop
Best for: Order changes, returns, exchanges, refunds, and damage or defect claims after purchase.

What we'll do:

• Verify your order against our return policy and warranty guidance
• Issue return instructions and, where applicable, a prepaid label or authorization
• Process refunds or replacements promptly after the returned item is received or the claim is confirmed
• Provide tracking and confirmation at each step

First response: Acknowledged within one business day.
Please include: Order number, item details, reason for return/exchange, photos of damage or defects if applicable, and desired resolution (refund, replacement, or store credit).

Escalation: Any dispute about eligibility or condition is escalated to our operating manager within two business days for a final decision.

Quality Assurance

Email: quality@canineclasp.shop
Best for: Product quality, authenticity, safety, and listing accuracy concerns.

What we'll do:

• Log the issue and match it to our purchase records
• Inspect photos and, if necessary, request the physical item for review
• Contact the brand or distributor when a batch issue is suspected
• Issue a determination and remedy (replacement, refund, or repair coordination) within five business days

First response: Acknowledged within one business day.
Please include: Order number, item details, photos of the item/labels/packaging, a clear description of the concern, and whether the issue occurred before or after use.

Escalation: If we can't determine the root cause or if you dispute our finding, we escalate to the operating manager and, if required, to the brand's quality team.

Legal & Privacy

Email: privacy@canineclasp.shop
Best for: Privacy, data requests, consent questions, and terms of service or policy clarification.

What we'll do:

• Confirm your request meets applicable legal requirements
• Coordinate with our operating team to locate and process data securely
• Provide a documented response with any necessary forms or steps
• Log the request for compliance records

First response: Acknowledged within two business days.
Please include: The specific legal or privacy question, order number or email only if required to process a data request, and a description of the desired action (e.g., data deletion or policy clarification).

Escalation: Matters involving an active legal dispute, subpoena, or regulatory inquiry are escalated to our legal counsel immediately.

Shipping Support

Email: shipping@canineclasp.shop
Best for: Order status, tracking, carrier delays, lost packages, and delivery exceptions.

What we'll do:

• Locate the shipment in the carrier system
• Contact the carrier directly for status updates and exception details
• Provide clear next steps and estimated timelines
• Arrange a replacement or refund for lost or undeliverable packages according to policy

First response: Acknowledged within one business day.
Please include: Order number and shipping address used, tracking number if you received a shipment email, and a description of the delivery issue or preferred resolution.

Escalation: Any shipment unresolved after three business days is escalated to the operating manager, who works with the carrier's business support team.

Our Operating Entity

Canine Clasp is operated by Cascade Pet Commerce LLC, an independent limited liability company registered in Oregon, United States. We specialize in dog walking gear and are responsible for all storefront operations, customer contracts, and policy enforcement. Our merchant address is:

We are an independent multi-brand retailer and are not the official store for GoTags, Mendota Pet, or Voyager. We work directly with these brands to bring you a focused selection of quality products.

Our Service Promise

We're committed to clear pre- and post-order support, transparent policies, and a focused range of dog walking gear. Since 2019, we've helped dog owners find the right fit, answer questions, and resolve issues quickly. Every email we receive is handled with care, and we always follow up to ensure you're satisfied.