Frequently Asked Questions
What type of cleaning products do you use?
All of our cleaning products are 100% animal safe. We use Prevail, Pink Solution, and double-strength cleaning vinegar. We do not store anything in our facility that could potentially cause harm.
Is your staff first aid certified?
Yes. Our staff have completed both initial and refresher Canine First Aid courses.
What do you do if one of the dogs is acting out?
Our staff are trained in canine body language and social interactions, so prevention is always our first approach. If a dog shows unwanted behaviour, we use distraction and redirection first, followed by praise and encouragement for good behaviour. If needed, we move to gentle verbal corrections, body blocking, or temporary separation to prevent escalation. We always try to work with owners, but persistent, unmanageable behaviour may result in permanent dismissal from our facility.
Do you accept all breeds of dogs?
We do not discriminate against any breed. However, each individual dog must pass the initial suitability assessment before being accepted.
What is your ratio of staff to dogs?
We aim to maintain a 1:10 ratio of humans to dogs and never exceed a 1:15 ratio. Your dog is always our top priority.
What if I’m late picking up my dog?
Late pick-ups between 6:00 PM and 8:00 PM must be pre-approved and are subject to fees: 15 minutes/$5, 30 minutes/$10, and each hour/$20. We do not allow pick-ups after 8:00 PM. If you cannot arrive by then, alternate arrangements or pre-booked boarding may be required.
What should I pack for an overnight stay?
Please pack all food clearly labeled with your dog’s name, along with any medications and administration instructions. You may also bring a leash, jacket or sweater if needed, and preferred bedding. Please note we are not responsible for lost or damaged items brought from home.
What forms of payment do you take?
We accept cash, e-transfer, Visa, and MasterCard.
What is your cancellation policy?
Daycare bookings can be cancelled up to 8:00 AM on the day of the booking without a fee. Cancellations after 8:00 AM or no-shows will incur regular daycare fees. Boarding cancellations with less than 48 hours’ notice are subject to a $60 fee. No-shows for boarding are subject to a $60 fee or 50% of multiple-night reservations.
Do you feed dogs during daycare?
We do not typically feed daycare guests, but we can accommodate dogs who require a midday feeding.
What is your procedure for first-time guests?
The first step is to fill out our Assessment Intake Form. We will then contact you to schedule a phone call Suitability Assessment with a Pack Manager to discuss your dog’s social history, followed by a 2 Hour Trial visit where your dog is introduced to the pack. If all goes well, you can then begin scheduling daycare.