Refund Policy

Refund Policy

Refund Policy

Last updated: August 25, 2026

At Canine Clasp, we want you to be completely satisfied with your dog walking gear. If something isn't right, we're here to help. This policy explains how returns, refunds, exchanges, and warranty claims work when you shop with us.

Return Window and Eligibility

You may return any eligible item within 30 days of delivery. To qualify for a return:

• The item must be in its original condition — unused, unworn, and unwashed.
• All original tags, labels, and packaging must be intact.
• You must have purchased the item from Canine Clasp (canineclasp.shop).
• You must contact us to initiate the return before the 30-day window ends.

We accept returns on all items we sell, including collars, harnesses, and leashes from GoTags, Mendota Pet, and Voyager. If you're unsure whether your specific item qualifies, contact us and we'll confirm right away.

How to Start a Return

To begin a return, email our after-sales team at aftersales@canineclasp.shop. Please include:

• Your order number and the email address used at checkout
• The product name and brand
• The reason for your return
• Your desired resolution — refund, replacement, or store credit
• Photos of any damage, defects, or incorrect items, if applicable

We acknowledge all return requests within one business day. Our after-sales team will verify your order against our return policy and send you return instructions, including a prepaid return label where applicable.

Return Shipping Fees

If the return is due to our error — such as a damaged, defective, or incorrect item — we will cover the return shipping cost and provide a prepaid label. For all other returns, the cost of return shipping will be deducted from your refund or charged separately if you choose to return an item for reasons other than our mistake.

Refunds

Once your returned item is received and inspected, we process refunds promptly. Here's how it works:

• Processing time: We issue the refund after the returned item arrives at our facility and passes inspection.
• Refund amount: You'll receive your full purchase price back, minus any return shipping fees if the return wasn't due to our error.
• Payment method: Refunds are issued to the original payment method — the credit card or PayPal account you used at checkout.
• Timing: Once your refund is processed, it typically appears on your statement within 5-10 business days, depending on your financial institution.

Exchanges

If you need a different size, color, or model, simply indicate that when you contact us. We'll prioritize exchanges for items that are in stock. If the item you want is unavailable, we'll offer a refund or store credit instead. Exchanges follow the same 30-day return window.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or with the wrong item, contact us immediately at aftersales@canineclasp.shop. Include photos of the issue. We'll make it right:

• Damaged or defective items: We'll send a replacement or issue a full refund, including free return shipping.
• Incorrect items: If we sent the wrong brand, model, size, or color, we'll correct the error at no cost to you.

Before an order ships, we inspect every item for visible defects, correct size labeling, working buckles and clips, and intact packaging. Items that fail inspection are set aside and replaced from fresh stock. Despite these checks, issues can occasionally happen — and when they do, we resolve them quickly and fully.

Quality and Authenticity Concerns

We stand behind the authenticity and quality of every product we sell. Every item we carry is 100% genuine and sourced from the brand's authorized supply chain. We buy only from brand-authorized distributors and direct wholesale programs for the brands we carry. We never sell factory seconds, damaged goods, or counterfeit replacements.

If you believe an item you received is not authentic, or if you have a quality concern:

• Stop using the item and contact us immediately at quality@canineclasp.shop.
• Include your order number, the brand and model of the item, and photos showing logos, labels, and packaging.
• Describe why authenticity is in doubt and whether the issue occurred before or after use.

Our quality assurance team handles these claims carefully:

1. We log the issue and match it against our purchase records.
2. We inspect your photos and, if necessary, request the physical item for review.
3. We compare the claim against our purchase order, supplier invoice, and listing information.
4. We may contact the brand or distributor if a batch issue is suspected.
5. We respond with a determination and any remedy — such as replacement, refund, or repair coordination — within five business days.

If an item is confirmed not authentic, we will refund the full purchase price and cover reasonable return shipping. If the product was misrepresented by our listing, we also offer a replacement or store credit. In cases requiring brand review, we keep you updated and complete the review as quickly as the brand allows.

Warranty Information

Warranty coverage follows the product information and support guidance provided for each item. If you experience a warranty issue, contact our after-sales team at aftersales@canineclasp.shop with your order number and a description of the problem. We'll coordinate warranty claims with the relevant brand — GoTags, Mendota Pet, or Voyager — on your behalf.

If the brand's quality control fails, we stand behind the product and make it right. Every product listing is reviewed manually before publication, and we compare item names, brands, models, size ranges, and images against manufacturer specifications. We correct any discrepancy before the listing goes live.

How We Resolve Disputes

If there's any disagreement about return eligibility or the condition of a returned item, our after-sales team escalates the matter to our operating manager within two business days for a final decision. Our goal is a fair resolution, not a technical loophole. If we make an error, we fix it fully and quickly.

Contact Information

We're here to help. Use the appropriate channel below for the fastest response:

• General order questions, status, or checkout issues: support@canineclasp.shop — acknowledged within one business day.
• Returns, exchanges, refunds, damage, defects, wrong items, or warranty coordination: aftersales@canineclasp.shop — acknowledged within one business day.
• Product quality, authenticity, or safety concerns: quality@canineclasp.shop — acknowledged within one business day.

Our support hours are Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding major U.S. holidays. Messages received outside these hours are answered the next business day, in the order received. Issues not resolved within two business days are escalated to our operating manager, who reviews the case and ensures a final response within the next business day.

When contacting us, please have your order number or the email address used at checkout ready. This helps us verify your order quickly and get you the right answer faster.

Our Commitment to You

Canine Clasp is operated by Cascade Pet Commerce LLC, an independent limited liability company registered in Oregon, United States. We're a specialty retailer focused on dog walking gear from GoTags, Mendota Pet, and Voyager. We're not an official brand store for any of these brands, but we buy only from authorized distributors and direct wholesale programs, and we retain purchase records for audit.

If your order arrives, please inspect it right away. Confirm the brand name, model, size, and color on the packaging or label. Test any buckles, clips, and straps to make sure everything operates smoothly. If anything looks different from the listing, take a photo and contact us within the return window. We're committed to making your experience with Canine Clasp a positive one — from order to delivery and beyond.