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.

NEUTER POLICY

As of 7/6/18, we are no longer able to accept intact dogs/cats.  All dogs/cats must be spayed/neutered unless they are under 6 months of age.

Exceptions are made on a case by case basis for toy breeds who are part of conformation show/professional breeding programs.

However, even intact toy breeds can create pheromone issues in our facility which can impact other dogs.

In the past, we accepted intact dogs for various reasons. However, the safety and well being of our staff and other furry guests is priority. Many intact males who are not part of a regular breeding program suffer frustration, imbalanced hormones, and built up anxiety leading to behavioral issues. Other breeds who are bred for certain characteristics and to be imposing (guard dogs, working breeds, etc) can have high hormone levels that when combined with lack of structured exercise, create a “high strung” and imbalanced dog. This type of dog is very difficult to control, sometimes aggressive, and not suitable for our facility. We love to offer help and advice where we can, but for dogs that are not part of a show/professional breeding program, spay/neutering, in our opinion, is necessary. Thank you for understanding, and for also helping to contribute to a healthy dog by spay/neutering your pets and socializing them early!

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.

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 give 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.

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.  

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 6 weeks in advance.  

BOARDING DEPOSITS: CANCELLATIONS

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

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

BOARDING CANCELLATION NOTICE

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.

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.

LAST MINUTE BOARDING MODIFICATIONS

You are responsible for your entire reservation, even if you decide to check in a few days late or check out a few days early.

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.

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.  

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 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 freed 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 chicken or liver

treats while they are with us. If your dog has a chicken or 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 giving a boarding guest a reasonable amount of medications or supplements. 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.  

RECENT VACCINATIONS

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.

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!