WHAT IF I AM LATE OR CAN NOT DROP OFF/PICK UP MY PET AT MY RESERVATION TIME

  • First, let me say our office staff are amazing and put in LONG days, generally 630am – 6pm.
  • Employees may have pet sitting visits scheduled before and after work at the Center and have families to get home to, so we can not stay.
  • Employees MUST leave by 6pm at the latest and doors will be locked.
  • If our last pick up of the day is scheduled at 530pm, employees will leave at 530pm and doors will be locked.  If your dog is still with us and you have not contacted us by 545pm, we will assume you are not coming, see below.
  • We expect all clients to be exceptionally courteous to all employees
  • We absolutely LOVE our clients and pets in our care
  • However, To run our business efficiently, we must have rules and boundaries.
  • When rules and boundaries are not followed, then efficiency breaks down
  • One rule is our Managing staff must be in the building to accept and release animals.
  • If there are only kennel/cleaning staff in the building, they can not unlock the door for anyone.
  • Kennel/Cleaning staff can not accept a pet into the building and can not release a pet to any one.

 

OWNERS ARE RESPOSIBLE FOR THEIR PETS AND CONTACTING US

  • As an owner, you are responsible for contacting us via voice message and email for last minute changes to pickup or drop off times.
  • We do NOT accept NEW reservations or Cancellations via in person, email, phone message, you MUST do those on your online profile
  • If for any reason, you are unable to contact us, it is your responsibility to have your designated emergency people contact us via voice message and email to let us know of any time changes.
    • Why both voice message & email?
    • To ensure we receive your emergency message. Sometimes email does not go through right away
    • sometimes voice messages are garbled.
    • Two messages ensure we get your message

 

EMERGENCY PEOPLE

  • Just like childcare, you NEED to have a Plan B & C in place for your pet, if you are unavailable for any reason.
  • If you do not have this is place, NOW is the time to set things up.
  • Emergency people MUST be on your profile for us to accept or release your pet
  • These people will be responsible for your pet if you can not be.
  • They should be able to pick up your pet if needed.
  • Who should be on your emergency list – ALWAYS include every person’s phone number
    • Spouse or Significant Other
    • Children – if old enough
    • TWO other emergency people that do not live with you or each other

 

WHAT IF I AM A FEW MINUTES LATER THEN MY SCHEDULED TIMES?

  • Be courteous and contact us via voice message & email, as soon as you know BEFORE your scheduled pick up.
  • If you are going to need to drop off/pick up at a different time then your scheduled time and it is still within 630am – 545pm,
    • If morning pick up or drop off will be different, make sure to tell us as soon as you know, or at the very least 24 hours in advance.  If our earliest drop off is scheduled for 730am and you need to be dropping off at 7am, and you are not confirmed to do so, there will be NO person at the Center until 730am for that confirmed drop off.
    • If your late afternoon, drop off or pick up changes, again let us know as soon as possible, preferably 24 hour notice or first thing in morning before 9am.

 

WHAT IF I WILL BE A FEW MINUTES LATE AFTER 6PM?

  • Be courteous and contact us via voice message & email, as soon as you know.
  • If you call and email us that you are going to arrive at 610pm, we can stay for you, once however, after that, you should make arrangements with your emergency person to pick up or we will follow the boarding procedures and charges below.
  • Keep in mind –
  • Last scheduled pick up time is 545pm
  • After 610pm your dog will be boarded
    • there will be a boarding fee, late fee and food charge (food we have on hand)
    • pick up must be scheduled for the next week day, the Center is open
    • if the next day is a weekend or holiday, your dog will need to stay until Center is open, all boarding and any other charges will apply
  • See below for more boarding information

 

WHAT IF I HAVE AN EMERGENCY?

  • Contact us immediately via phone & email.
  • If you are unable to do this, you must have your emergency people contact us (make sure your spouse, children and at least TWO other emergency people with phone numbers are on your online profile).
  • You are responsible for getting us information
  • You or your emergency people must let us know
    • what is happening,
    • who will be picking up
    • at what time during our hours will your pet be picked up

 

WHAT IF MY PET CAN NOT BE PICKED UP AT ALL?

  • Contact us immediately via phone & email.
  • Let us know why your pet can not be picked up by you or your emergency people
  • See below for boarding

 

IS IT POSSIBLE TO BOARD?

  • Only if we have an opening.
  • You will need to contact us immediately via phone & email BEFORE 530pm, to make arrangements and get a confirmation.
  • However, if we can NOT board your pet, you will need to make arrangements to pick up before we close.
  • For boarding, your credit card will be charged –
    • emergency boarding fee
    • deluxe boarding fee (regardless where your dog stays)
    • food charge
    • any surcharges

 

 WHAT HAPPENS IF WE DO NOT HEAR FROM YOU?

  • We understand that things happen, but we need to hear from you
  • If we do NOT hear from you or your emergency person and your pet is still with us by 545pm during the week,
  • FIRST TIME
    • We will –
      • Set up a boarding place for overnight
      • Your credit card will be charged (see fee schedule)
        • a late pick up fee,
        • emergency boarding fee
        • deluxe boarding fee (regardless where your dog stays)
        • food charge
        • any surcharges
      • lock doors and employees will leave.
  • SECOND TIME
    • We will do the above
    • all charges above will be double
    • Once the pet is picked up your file will be made inactive

 

WHAT HAPPENS IF IT IS A FRIDAY?

  • If this is a Friday night, and we have not heard from you by 545pm,  your pet is now boarding –
  • There is NO pick up on weekends or holidays
  • If we do not hear from you by 545pm, you will need to make arrangements to pick up on the next week day Center is open
  • Your credit card will be charged the following for every day starting Friday
    • a late pick up fee
    • emergency boarding fee
    • deluxe boarding fee (regardless where your dog stays)
    • food charge
    • any surcharges

 

BE AWARE –

  • If your credit card is declined, you will not be able to pick up your pet until your account is paid in full via CASH plus a credit card denial fee

BE AWARE –

  • If we do not hear from you or your emergency people in 24 hours, your pet will be marked ABANDONED.
  • You will still be charged all fees mentioned for each day we do not hear from you.
  • At day 7 of NO contact from you, your pet will be placed in the custody of the Animal Shelter
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