The Pines Pet Pampering

POLICIES CAN BE FOUND ON OUR WEBSITE, ARE AVAILABLE IN PACKET FORM AT OUR FRONT DESK,

AND ARE OUTLINED ON ALL CLIENT REGISTRATION FORMS THAT ARE SIGNED.

WHY WE HAVE STRICT POLICIES

We are a small, family-owned facility geared at personalized care and service. We do not overbook ourselves and we maintain a specific allotted amount of dogs we groom in one day, a maximum set amount of dogs we will board at once, and a maximum of 10 daycare dogs per supervising pet care associate.  We stay fully booked on a regular basis. It is very important for us to maintain an organized system in order to offer the highest standard of care possible. This requires planning ahead and appropriately staffing our facility. Cancellation requirements and deposits help us maintain consistency and quality as well as fairness for all of our clients and staff.

MAINTAINING A CALM ENVIRONMENT

Please use soft, calm, tranquil voices in order to help maintain a tranquil environment for our guests.  Using high pitched, excitable, or loud voices in the lobby can cause a disruption to our grooming wing while grooming is in session, potentially causing an injury.  Please do not disrupt our boarding guests through their windows.  We value providing a calm and peaceful environment for all our guests.

SAFETY

All dogs need to be on leash, in carriers, or carried securely.  Please do not approach other dogs that are not your own.  Please be mindful that we work with all kinds of dogs, including working or military dogs that are not dog friendly.  Do NOT let your pet run around our parking lot or run around our lobby off leash!  Do not open any doors to any rooms or go into our boarding hallways unless escorted.

MEDIA

For privacy reasons, we do not allow unauthorized videography/photography on property.  We take photos and videos of your pets while in our care and these may be used on social media, our website, or for any other marketing or promotional purposes with full ownership of rights and interests to such media.  Please do not use our media without authorization.

PAYMENT

We accept Visa, Mastercard, Discover, Debit and Cash.

We do NOT accept Checks, nor American Express.

ALL PAYMENTS ARE DUE AT THE TIME SERVICES ARE RENDERED

We cannot release pets until all balances are current.

REFUNDS & EXCHANGES

We do not offer refunds, however we can exchange UNOPENED food or treats for a different variety, and UNWORN pet apparel for a different size, within 14 days with proof of purchase. All other sales are final.

SPAY/NEUTER REQUIREMENTS

All dogs/cats must be spayed/neutered unless they are under the age of 6 months.  Approval for exception can be made on a case by case basis if the dog is part of a recognized, professional breeding program.  We do not accept “in-heat” females into our facility.  If you surprise us by dropping off a female in heat, we will ask that you pick up your pet asap, and there will be additional charges while your pet is in our care.

FIRST TIME BOARDING CLIENTS

Payment is due upfront for first time boarding clients. Unfortunately, in the past, we had clients never return for their pets. It is tempting for

pet owners who need to give up their pets, to do this instead of surrendering them to a shelter.  

NON-REFUNDABLE BOARDING DEPOSITS REQUIRED

We require half down to secure a boarding reservation, unless the reservation is for 3 nights or less, in which case the

total is required. If you are a new client putting down half, the other half is due at check in. If you are a returning client, the

other half is not due until check out. Deposits are due 4-6 weeks in advance or sooner if we become booked full.

BOARDING DEPOSITS: CANCELATIONS

If the required notice of cancellation is given, the deposit is available to use as credit for up to one year following date of payment.

If the required notice of cancellation is NOT given, the deposit becomes a cancellation fee.

BOARDING CANCELATION NOTICE REQUIREMENTS

During the weeks of Thanksgiving and Christmas, a 14 day notice is required to cancel and not lose your deposit.

During any other time, a 7 day notice is required to cancel and not lose your deposit.

You are still responsible for the entire reservation if you cut the stay short or return early. 

HIGH SEASON MINIMUMS

There is a 5-7 night minimum over Thanksgiving and Christmas (depending on where Christmas falls in the week) , and a 3 night minimum over other major holidays.

GROOMING CANCELLATION NOTICE & DEPOSITS

We require 48 hrs notice to cancel or reschedule a grooming appointment. We need enough time to be able to fill that slot for the groomer.

If you cancel the night before or the same day, we do not have enough time to let people on our waiting list know we can get them in. Most

of them are already at work or have already made other plans. If you cancel on a Saturday for a Monday, it is still very difficult for us to have

the time to get the appointment filled. The same goes for canceling Tuesday evening for a Thursday appointment. We are closed on

Wednesdays and have not had enough time to go through the waiting list.

No Shows and same day cancellations require payment of the missed appointment in order to re-book.

Clients who repeatedly cancel or no-show will need to be on our call wait list only for same day availability or pre-pay for future grooming appointments.

GROOMING RECURRENCES & FUTURE APPOINTMENTS

Rescheduling appointments is time consuming since we are usually booked full weeks to months in advance and we have to do a lot of juggling.

PLEASE note your next appointment date and time in your calendar, on your phone, etc. and check your schedule as soon as possible for any

conflicts. The earlier we can work together to rearrange your appointment date, the easier it is.

Your next appointment is noted for you on the bottom of your pet's report card.  

HAIRCUT CORRECTIONS

If you are unsatisfied with any grooming haircut, please inform us within 48 hours so we may schedule a no-charge correction within 3 business days.  Any corrections beyond that point will incur additional charges.

NO OPEN FOOD BAGS

In order to maintain a sanitary environment, we do not accept pet food that comes in open or non-airtight bags. All food needs to come in ziplock

or airtight containers with lids, otherwise, the food will be transferred to a container that we will send home with you and you'll be charged for your new container.

MEALS

You are welcome to bring any sort of food for your pet including dry, canned, homemade, etc. We like for all boarders to eat the same food they are

accustomed to eating at home. If you do not bring your pet’s food, we will feed them Weruva canned food or Primal freeze dried food and will add it your bill.

TREATS

You are welcome to bring any treats your pet is accustomed to at home, but we do like to give our guests Pure Bites freeze dried liver

treats while they are with us. If your dog has a beef allergy, please let us know!  

WARNING ABOUT CERTAIN TREATS

There are particular brands or types of treats we must discourage, even if your dog has shown no signs of issues with the treat in the past.

The following treats pose serious dangers for your dog and we ask that you not bring them:  RAWHIDES, COOKED OR EASILY SPLINTERED BONES, PUP-PERONI, BEGGIN STRIPS, SNAUSAGES OR ANY OTHER TREAT CONTAINING RED DYE, BHA, BHT, OR ETHOXYQUIN.

While your dog may seem fine eating these currently, these types of treats cause intestinal blockages, allergy issues, digestive issues, metabolic issues, and disease of the organs.

OVERGROWN NAILS

We require all overgrown nails be trimmed/filed for safety reasons. If your dog will be boarding with us or will be in our daycare program, it is of

utmost importance that their nails be maintained properly in order to avoid injuries to our staff, other dogs, and injuries to your own pet from

slipping on our floors or turning their toes sideways. Overgrown nails place tremendous pressure on the bones and joints of the feet causing

discomfort, tendonitis, and arthritis. The safety and comfort of all guests are our number one priority! If your dog's nails are overgrown, they will

be trimmed/filed and you will be charged for this.

FLEAS/TICKS

If your pet is found to have fleas, whether here for grooming, boarding, or daycare, your dog will be treated and you will be charged accordingly.

If your dog is found to have a tick, we will remove it and treat your dog accordingly. However, if your dog is found to have multiple ticks, you will

be required to arrange for immediate pick up of your pet!

PUPPIES/KITTENS

We only accept puppies and kittens that are over the age of 16 weeks. There is an extra fee for boarding puppies who are not house trained.

URINE MARKING MALES

There is an extra boarding fee for males that urinate and mark the walls frequently.

HIGH MAINTENANCE COATS

If you will be boarding your curly coated or long haired dog with us and it needs frequent brushing in order to maintain its coat, we ask that you schedule

brush out service for the specific days you wish this to be done so that your dog does not get matted while boarding.

MEDICATIONS, EXTRA CARE, INSULIN INJECTIONS

There is no charge for administering a reasonable amount of medications or supplements while your pet is boarding. We are trained and skilled at administering all kinds of medications and treatments. However, if a guest requires a complicated regimen, therapy, bandage changes, monitoring, or specifically timed treatments such as insulin injections, there is an extra care fee.  

VACCINATIONS REQUIREMENTS

Proof of vaccination required by a licensed veterinarian showing date of administration.  We do not accept future “due” dates or “reminders”.

All puppies/kittens need to have completed their vaccination booster series with a one week lapse prior to bringing your pet into our facility.

We DO NOT accept pets that have received vaccinations within the last 7 days. Pets need time at home for their immune systems to  re-normalize. In the days following vaccination it is important for them to be in a calm and familiar environment and for you to evaluate them for any reactions.

For grooming, it is also important to allow your dog time to heal from any soreness at the vaccine site before any grooming is performed.  Please refer to our vaccination requirements sheet for a list of all required vaccinations depending on age.

REPAIRS/REPLACEMENTS

Please check our posted sign at the front counter regarding charges for damages to rooms or pet cots and please warn us if you think your dog

might have destructive tendencies. You will be charged for repairs and replacements!

TOUGH DOG SUITES

We have 3 suites suitable for destructive dogs. They are tiled, have cinder block walls, iron gates and cannot be damaged or destroyed. These

suites are reserved for our most mischievous guests. Please let us know at time of booking if you think your dog needs a tough dog suite so that

we may check availability!