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.
As of 7/6/18, we are no longer able to accept intact male dogs for boarding or grooming.
Exceptions are made on a case by case basis for toy breeds who are part of show/professional breeding programs, or young puppies who are not old enough to be neutered yet (typically neutered by 6 months of age). However, even intact toy breeds can create pheromone issues in our facility which can impact other dogs.
In the past, we have accepted intact males who are not neutered 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 whose males 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, neutering, in our opinion, is necessary. Thank you for understanding, and for also helping to contribute to a healthy dog by neutering your pets and socializing them early!
WHY WE HAVE STRICT POLICIES
We are a small, family-owend 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, and a maximum set amount of dogs we will board at once. 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.
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 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 4 liter container with lid that we will send home with you. You will be charged $8
for your new container.
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 their regular food, your pet will be fed Orijen dry or Weruva canned food. Up to 1 cup of dry food
or 1 small can of Weruva is $2 per serving. If your dog is a large dog needing several servings per meal, it might be more affordable to purchase a
bag of food during check in, otherwise, you will be charged per serving.
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.
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.
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!
We require all dogs to be spayed/neutered for our daycare program. We will board and groom females that are intact, however, we DO NOT accept
females in heat! If a female's heat cycle begins while in our care, there will be an extra charge due to the extra care and due diligence required.
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.
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 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!
Thank you for helping us maintain a healthy, happy place for our guests!
Thank you for helping us maintain a healthy, happy place for our guests!