Shop Policies

For Our New Clients

First of all, welcome to the shop! We’re positive you and your pet are going to love it here. Second, you’re probably coming to this page from our confirmation email and haven’t had your first appointment yet, so please don’t let these policies scare you–we want your pet to have the absolute best experience we can offer, so we have to lay a few ground rules first. So without further ado…


Flexible Closing Hours

Late Drop Off

Pick Up

Hand Stripping

Dematting

Behavioral Issues


Flexible Closing Hours

Since we’re an appointment based shop, our closing time changes every day. It’s generally around 3:30 or 4:00, but this is completely dependent on what we have booked for the day.


Late Drop Off

We’re a small, appointment only groom shop so we run a very tight ship when it comes to scheduling. Therefore, if you arrive 15 minutes past your appointment, you’ll need to reschedule.

We understand this may cause an inconvenience, but if we were to take clients who show up more than 15 minutes late, our grooming quality would have to sharply decrease to get more done in less time (which would also add stress to your pet’s visit) and that’s not something we’re willing to do.


Pick Up

Pick up times are a big thing at our shop. We want your pet’s visit to be super pleasant, and we want you to know exactly what’s going on.

To reduce stress for your pet, we like to let them relax kennel-free after their grooming is done. However, since we don’t allow dogs from different families to intermingle, there’s a limit to how many dogs can be unkenneled at one time. The way we handle this is to schedule roughly 15 minutes for your pet to be kennel-free after their grooming is done. After that, they’re kenneled.

This is why we strongly prefer you pick up your pet within 15 minutes after their grooming is done. If this isn’t possible, we ask that you pick them up within 2 hours of the completion of their grooming to avoid late pick up fees.

With this system in place, your pets are literally getting their bath right after you drop them off and are able to stretch their legs once they’re done.

Here’s What We Do to Make Sure You Know Your Pick Up Time:

  • Everyone is made aware of their scheduled pick up time when their pet is dropped off.
  • We start our reminder calls and texts 15 minutes before the 2 hour mark or 30 minutes before close if your pet is one of the last appointments of the day.
  • If you schedule an appointment for the end of the day, we’ll let you know you’ll need to pick your pet up before closing and that there will be a compressed pick up window.
  • We do all this so pick up times are never a surprise.

Here are our late pickup fees:

  • There are no extra charges if you pick up within two hours after your pet’s grooming is completed.
  • If a pet is picked up after 2 hours, there’s a $20 “late pick up” fee automatically added.
  • Every additional hour after that will add $10 on top of the $20 “late pick up fee”.
  • The last pet(s) of the day must be picked up within 30 minutes of completion or will incur a $20 “late pickup fee”.
  • If a pet isn’t picked up by 4:00 pm, there will be an additional $50 hourly charge per pet to cover the costs of keeping the shop open late (we have to keep staff on the clock, etc). This is on top of any of the above fees incurred.


Hand Stripping

Hand stripping is a specialty service and is a labor of love. Melissa is a Best in Show, nationally award-winning hand stripping groomer so these appointments are in high demand.

Important Things to Know About Our Hand Stripping Service

  • All prospective hand stripping clients must schedule a 1 hour preliminary appointment in which their dog will be groomed and evaluated (temperament and coat) to see if they are a good candidate for hand stripping at our shop.
  • Due to the very specific nature of hand stripping, all hand strip dogs must be on an 8 week or less schedule. No exceptions.
  • Since our hand stripping appointments fill out far in advance, we strongly suggest you book your year out as soon as the year is open (usually in October of the preceding year).
  • Hand stripping is an extremely variable service, so we charge hourly and times may vary from appointment to appointment depending on coat condition.

At this time, we are only accepting the following breeds for preliminary appointments: border terrier, Norfolk terrier, Norwich terrier, cairn terrier, Parson/Jack Russell terrier, Welsh terrier, Glen of Imaal terrier, Dandie Dinmont terrier, Lakeland terrier, and wirehaired dachshund. We also accept natural backed sporting dogs such as English cockers, Irish setters and English setters.


Dematting

Dematting is a time consuming process that, depending on the severity of the matting, can be painful as well. We all love long and fluffy cuts, but for the well-being of our pet-clients, we reserve the right to refuse this service if we deem the matting too severe or if there are behavioral issues that make dematting dangerous.

Things to Know About Dematting

  • It’s an emotionally challenging process for most pets.
  • If a pet repeatedly comes in matted, we will not continue to offer our dematting services.
  • We will never cut/shave down a pet without the consent from the person who drops the pet off.
  • If we feel your pet needs to be shaved down but you choose not to let us do it, we will happily give you a brush out lesson free of charge so you can take them home and attempt to demat them yourself.
    • Please note that if you decide to do this you’ll need to reschedule your appointment and if the pet is still matted when they come back, your only option will be a shave down.

To repeat, we offer FREE brush out lessons for all of our clients, as many times as you need them. Our goal is to work together with you to find the haircut that best suits your pet and your lifestyle!


Behavioral Issues

We pride ourselves on the wonderful positive relationships we build with our clients (both human and pet). However, in some cases, there are behavioral issues we must contend with. In some of these situations a pet may incur a handling charge if they show serious reactivity.

In these more serious cases, we will have two employees working together to increase the safety of the pet and to help them learn to trust the grooming process. The handling charge is simply to cover the cost of two employees working on a pet that would normally require only one.

Our ultimate goal is to work with the pet and get them comfortable enough that they can be groomed without the help of a second groomer. We have many cases where this works out, but there is no guarantee that it will. Behavioral issues are always on a case-by-case basis.