Welcome to our FAQ page!
We've compiled a list of frequently asked questions to help you better understand our dog grooming and dog daycare services, as well as our policies on order processing, shipping, and returns. If you have any additional questions or concerns, please feel free to contact our friendly team for assistance. We're here to ensure that you and your furry friend have the best possible experience with us.
Q1: What are the drop-off times for dog grooming services?
A: You can drop off your dog for grooming anytime between 8-10 AM. Our skilled groomers will take care of your pet's grooming needs, including bathing, brushing, trimming, and nail clipping. Please inform us of any specific grooming requests or concerns at the time of drop-off.
Q2: When can I pick up my dog after grooming?
A: You will receive a text message when your dog is ready for pick up. Please pick up your dog before 6 PM. If you need to pick up your dog later than 6 PM, there will be a $20 surcharge, and you will need to pick up your dog at our Chifley location. If you would like to pick up your dog at a specific time, please let us know at drop-off, and we will do our best to accommodate your request.
Q3: What are the drop-off and pick-up times for dog daycare services?
A: You can drop off and pick up your dog anytime between 8 AM - 6 PM from Tuesday to Friday. Our daycare provides a safe and stimulating environment for your dog to socialize, exercise, and play with other dogs under the supervision of our trained staff.
Q4: Are there any additional charges for grooming my dog if their hair is matted or if they are aggressive?
A: Yes, there will be a surcharge of $10 to $50 for dogs with matted hair or aggressive behavior. This additional fee covers the extra time and care required to ensure the safety and well-being of both your dog and our groomers.
Q5: Will my dog be locked up during their stay?
A: Dogs will not be locked up unless they are unfriendly or their pawrents specifically request it. We prioritize your dog's comfort and safety, and we will separate dogs if necessary to maintain a positive and secure environment.
Q6: Can my dog be declined for grooming services?
A: Yes, we reserve the right to decline providing grooming services if the situation is assessed as dangerous to your pet or our groomers. This decision is made with the best interest of all parties involved. In situations where the owner is unreasonable, abusive, or rude, we may also decline to groom your dog. Our primary goal is to maintain a safe and respectful environment for both our clients and staff.
Q7: What is the cancellation policy for grooming appointments?
A: We understand that plans can change, and we aim to be as flexible as possible. We will send you a reminder text message the day before your scheduled grooming appointment. If you need to cancel, please do so at least 15 hours before the appointment to avoid any charges. If you cancel within the 15-hour window, there will be a $40 surcharge to rebook your appointment. This policy ensures that our groomers can efficiently manage their schedules and accommodate other clients.
Q8: Are there daycare options for non-members on weekends and Mondays?
A: Yes, non-members can book daycare services for weekends and Mondays with a required reservation. The cost for this service is $80, and pick-up must be before 6 PM. Members can also book daycare services on these days for $48. Please make sure to book in advance to secure your dog's spot.
Q9: How long does it take for shop products to ship after placing an order?
A: We offer both local pickup and shipping options for your convenience.
Local In-Store Pickup:
In-store pickup is available during the following hours:
Tuesday-Friday: 8 AM - 6 PM
Processing Time:
Please allow 3-5 days for your order to be processed for shipping. We make every effort to fulfill orders as soon as possible.
Shipping Time:
Shipping time depends on your location. If you are i, we will contact you in Canberra, We will contact to deliver the next day but cannot guarantee delivery.
We use Australia Post, with estimated delivery times as follows:
Australia: 3 - 5 business days International: 2 - 4 weeks
Q7: What is your return policy for shop products?
A: We accept returns on products that have not been used or opened. Contac us with in 7 days of delivery. The buyer is responsible for covering the cost of shipping the product back to us. Please contact our customer service team for assistance with the return process.