Shipping Policy

Shipping Policy

Shipping Policy

Last updated: August 25, 2026

At Canine Clasp, we work to get your dog walking gear to you promptly and in perfect condition. This policy explains exactly how our shipping works — including costs, timing, and what to do if something goes sideways.

Shipping Charges & Free Shipping

We keep shipping straightforward:

• Free standard shipping on all orders over $45.00.
• Standard shipping is a flat $8.00 for orders under that threshold.

Shipping charges are calculated in U.S. dollars (USD), which matches the currency used across our storefront.

Processing Time

Once you place an order, we process it promptly. Our standard order processing typically takes 1–2 business days. You'll receive an order confirmation by email as soon as your order is placed, and a shipping confirmation with tracking details once your package leaves our facility.

Order Confirmation & Address Accuracy

Please double-check your shipping address at checkout. We rely on the details you provide, and we can't be responsible for delays caused by incorrect or incomplete addresses. If you spot an error in your shipping address after placing an order, contact us right away — we'll do our best to correct it before dispatch.

Please also keep an eye on your email after ordering, as we may reach out if we need clarification on any part of your order.

Tracking Your Order

When your order ships, we'll email you a tracking number so you can follow its journey. You can use that number on the carrier's website to see the latest status, delivery date, and any scan events along the way.

Split Shipments

Because we carry products from multiple specialist brands — GoTags, Mendota Pet, and Voyager — your order may be delivered in more than one package. If items come from different warehouses or ship at different times, you'll receive a separate shipping confirmation with its own tracking number for each package. You'll only be charged the applicable shipping fee once per order; split shipments don't add extra shipping charges.

Carrier Delays & Delivery Exceptions

Once your package is with the carrier, delivery times are estimated by the carrier and may be affected by weather, peak seasons, or other factors outside our control. If you see a delay or a delivery exception (such as "attempted delivery" or "held at facility"), check the carrier's tracking page first — they often provide the most current details.

If your package hasn't moved in a few days, or you see something unusual on the tracking, contact us and we'll investigate.

Failed Delivery, Missing, or Damaged Packages

We know how frustrating it is when a package doesn't arrive correctly. Here's what we cover:

• Lost packages: If tracking shows your package is lost, we'll work with the carrier and arrange a replacement or refund according to this policy.
• Damaged items: If your order arrives damaged, please contact us with your order details and a description of the issue. We'll make it right — either by replacing the item or issuing a refund, depending on your preference and product availability.
• Failed delivery (undeliverable address): If a package is returned to us as undeliverable (e.g., wrong address, unclaimed), we'll contact you to arrange re-delivery. Additional shipping costs for re-shipment due to an incorrect address are not covered by us.

What to Have Ready When You Contact Us

To help you as quickly as possible, please have the following information on hand when reaching out about a shipping issue:

• Your order number and the shipping address used
• Your tracking number (if you've received a shipment email)
• A description of the delivery issue or your preferred resolution

Customer Support & Shipping Inquiries

We offer clear, pre- and post-order support to make sure every purchase goes smoothly. We're an independent multi-brand specialist, not an official store for GoTags, Mendota Pet, or Voyager — but we're fully responsible for your order, your shipping, and your satisfaction.

For any general order or shipping question, you can reach our primary support team:

• Email: support@canineclasp.shop

For dedicated shipping support — including tracking, carrier delays, lost packages, and delivery exceptions — you can also contact our shipping team directly:

• Email: shipping@canineclasp.shop

Our Support Process

We're committed to resolving your questions promptly. Here's how we handle support requests:

• Response time: We acknowledge every inquiry within one business day.
• Business hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding major U.S. holidays.
• After-hours: Messages received outside these hours are answered on the next business day, in the order received.

When you contact us, our process is:

1. We verify your order or account details
2. For standard questions, we answer directly with clear next steps
3. For specialized matters, we summarize the case and forward it to the relevant department
4. We follow up after the specialist response to confirm your issue is resolved

For shipping issues specifically, our process is:

1. We locate the shipment in the carrier system
2. We contact the carrier directly for status updates and exception details
3. We provide you with clear next steps and estimated timelines
4. If a package is lost or undeliverable, we arrange a replacement or refund according to this policy

Escalation

We aim to resolve every issue quickly. But if something needs extra attention:

• General 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.
• Shipping issues unresolved after three business days are escalated to the operating manager, who works directly with the carrier's business support team to find a solution.

Our team is based at Cascade Pet Commerce LLC, 2847 Hazelwood Avenue, Portland, OR 97205, United States. We're an independent limited liability company registered in Oregon and the full legal operator of the Canine Clasp storefront.

Returns & Refunds Are Separate

Please note that shipping and returns are handled separately. If you need to make a return, we accept returns within 30 days of delivery — but that process is covered under our Return Policy, not this shipping policy.

If you have any other questions about shipping, we're here to help. Just email us at shipping@canineclasp.shop and we'll take it from there.