Our grooming team are trained professionals. We trust their expertise and professional opinions to perform grooms in a safe and effective manner.
However; grooming involves coordination between at least three individuals: your groomer, yourself, and your pet. And we understand that due to human (and pet!) nature, things don’t always go according to plan.
The most common culprit for things not going as planned are a misunderstanding or miscommunication. Other factors can include a matted coat or a pet who simply gets too much anxiety from the grooming process resulting in certain compromises being made in the interest of safety and health.
For most issues we offer a free follow up with the original groomer within 14 days of your original appointment. Just let us know within 2 days of your original appointment so we can schedule the follow up.
What if the haircut is uneven, too long, or incorrectly shaped? OR What if part of the service was missed or not completed?
We offer a free fix / styling modification and/or completion of a groom up to 14 days after the original service date. Must be booked with the same groomer who performed the original service. Call the store within two days of your original appointment to reserve a re-groom / touch up to fix the issue.
If more than 14 days from the original groom or booked with a different groomer additional charges may apply depending on the re-groom services being performed.
What if the hair is too short or the styling is otherwise not reasonably “fixable?”
We will update your profile with notes on what styling was done and what to change for next time. That way our groomers will know more about your preferences in the future. If possible, show us a photo of what you would like the groom to look like when you come in for your next appointment as well.
What if my pet had to be shaved down due to a matted coat?
Unfortunately, when significant close to the skin matting is present our only option may be to shave your pet down to a “peach fuzz” length haircut. This is for the health and safety of the pet as attempting to de-matt can cause significant pain and irritation. Even shaving matts out can sometimes result in hematomas and/or small abrasions to the skin. We do not offer refunds or regrooms for dissatisfaction with a groom on a matted pet. However, we can schedule regular maintenance appointments at 4 to 8 week intervals if you would like to grow your pet’s hair out and maintain a longer coat.
What about nail trim issues?
For nails that are too long, contact the store as soon as possible for a free follow up within 14 days of the original appointment. The free follow up must be scheduled with the same groomer who performed the original groom.
For an injury to the quick which causes bleeding from a nail our groomers will apply styptic powder to stop the bleeding. This is usually a minor issue that should not cause too much discomfort to your pet. Sometimes nails cut close to the quick will not bleed in the grooming salon, but can open up from walking on pavement or a sidewalk. If this occurs at home and you do not have styptic powder flour or a mixture of cornstarch and baking soda can be used in a pinch.
What if the groom could not be completed due to pet behavior or health factors?
If the bath portion was completed, but no hair cutting was done you will only be charged for a Basic groom. If hair cutting is 50% + complete you will be charged for a full groom. In either case, your groomer can perform a free follow up within 14 days of the original appointment depending on the circumstances of your dog’s situation. If no services could be performed you will not be charged.
What if my pet is injured during the groom?
For minor injuries our groomers will apply relevant first aid and we may send you home with some first aid supplies at no additional charge to provide further care.
For more significant injuries that require veterinary care you can submit a claim to the store manager. Claims will be processed by our administrative team and you will usually be contacted within two business days following submission to review the details of your claim. Veterinary claims are reviewed on a case by case basis by the administrative team, not store managers or associates. Claim review alone does not guarantee reimbursement for veterinary expenses.
For life threatening emergencies a member of our staff may take your pet to the nearest emergency vet for immediate care. This type of situation is extremely rare. In the event of this type of emergency you will be contacted as soon as your pet’s immediate needs are attended to.
What if I was charged a higher price than I was expecting to pay?
Pet grooming prices listed online or estimates given over the phone are expected or average prices based upon the typical amount of work it takes to groom a pet who comes to the salon at regular 6-10 week intervals. Pets that require more work due to coat condition, temperament/difficulty handling, fleas/ticks, etc may cost more than is typical. Miscommunications can also occur, for example if your pet is significantly larger than the breed standard you may have a higher fee which was estimated based upon the breed. In the event we do make a billing mistake (e.g. billing you for Standard Poodle instead of a Miniature Poodle), we will happily correct the charge and refund you the difference up to 14 days following your appointment date. Refer to our refund policy for additional details.