Petwell Supply Operations During COVID-19

**UPDATE June 1, 2020:

We are officially open for Grooming!

This partial reopening comes with some changes to business operations related to grooming as well as schedules for delivery and pick-up orders locally.

Grooming: We will be open for grooming Tuesday, Thursday, Saturday, and Sunday from 10:30am-5:30pm. Appointments for all grooming services (including nail trims) are required by the state. The best way to book an appointment is online. Please review updated policies & procedures and COVID-19 Grooming Drop-off procedures.

Retail: While it is tempting to reopen the store to you, at this time it still feels unsafe to do so. We will, however, continue to fulfill phone and online orders. Now that we have more regular "business hours" with grooming open, we can accommodate more pick-up orders. At this point in time we will be limiting local deliveries to Wednesday ONLY.

*Our new "business days/hours" will follow our grooming schedule.

**UPDATE April 21, 2020:

While our doors continue to be closed to the public, we have expanded the ways in which we can continue to serve you in this time.

Store: Thank you to everyone who continues to support the store by ordering online or by phone. We have been adding new bones, treats, and toys to keep your dogs occupied during quarantine. We have also added our pet-o-gram gift option, should you want to mail a special gift to a dog or cat in your life. Simply select your budget, and complete a brief survey telling us more about the pet you are sending a gift to and we'll take care of the rest. Did we mention it comes with free shipping?!

Grooming: We know many of you are eager to get your pets in for grooming, and we can't wait to provide services for you again! In the meantime, we have several virtual options to get you by. Gianna is now offering group demos for nail trims, brushing and dematting, and hair trimming for only $10. These 45 minute demos will provide you with all of the information and guidance you need to confidently groom your dog at home. If you need additional one-on-one help you can also select a time for a one-on-one consult with her to get all of your questions answered in real time.

Training:  In an effort to continue to serve you with dog training, we have put together a live virtual puppy kindergarten with our store trainer, Alex, as well as some complete 4 week week modules for specific training features.

• Virtual Puppy Kindergarten
• 4 Week Dog Training Module: Loose Leash Walking
• 4 Week Dog Training Module: Prepare Your Dog for Post-Quarantine Life
• 4 Week Dog Training Module: How to Crate Train Your Dog

We continue to be so appreciative of all of your support. Please let us know how we can best serve you and your pets in this time. We can't wait to see you in person when it is safe and appropriate to do so!

**UPDATE March 23rd, 2020: 

Given Governor Baker's request for all non-essential businesses to close, we feel a tremendous responsibility to do all that we can to prevent the spread of this deadly virus. Although we had the best intentions to continue grooming and to open our doors for you on a limited basis, we have made the tough decision to cancel grooming through April 7th, and keep our physical store closed to the public.

Although we are closing our doors, pet supply is still considered an essential business, and we will continue to fill online and phone orders. We will be here for you to answer your questions about pet health, and to fill any pet supply needs you may have during this time. We will have someone manning the phone every day, should you want to schedule a grooming appointment for after April 7th, or place a phone order with us, with free local delivery.

Thank you to everyone who has reached out during this time to offer your support. We can't wait to see you and your pups when we are able to fully reopen.

________________________________________

Friends,

Our local and greater community are going through some very challenging and uncertain times. 

As you may know, we completely shut down all of our operations for dog walking and retail March 16th-March 23rd when it became apparent that despite our best intentions, our interactions with our beloved community could be contributing to the spread of COVID-19. In this past week, Mayor Curatone has closed all non-essential businesses in Somerville. Pet Supply stores are classified as an essential business as we provide products for daily pet needs. We also provide grooming services, which are also considered essential for the health and well-being of pets. 

Knowing that our grooming services and supplies play an important role in your pet's health and well being, we are re-opening Tuesday, March 24th with limited hours and limited shopping. 

Beginning March 24th, hours for the store will be as follows:

Tuesday & Thursday: 12-5
Saturday & Sunday: 10-5
Monday, Wednesday, Friday: CLOSED

Given that the needs of our clients and our team may change over the coming weeks, these hours may change without notice. If you are planning on coming to visit, you are always welcome to call to confirm before stopping by.

When you do come to visit, here is what you can expect:

Grooming: When you arrive for your grooming appointment, we ask that you enter the store once you confirm that no other customers are present. Upon entering you will notice the area in our entry that is sectioned off for you and your dog to wait in. Upon your arrival, our groomer will greet you from a safe distance (that will be marked clearly on our entry ramp) and will go through services to be performed during your visit, as she normally would. We ask that you then clip your dog's collar to our long lead, which our groomer will then use to bring your pet back to her station. We will repeat this process in reverse at the end of your visit, all from a safe distance.

Store: If you would like to shop the store, we ask that you enter after confirming no other customers are present. Please wait in the sectioned off area in our entryway. Someone from our team will greet you and assist you from a safe distance, gathering any food, treats, and other supplies you may need with gloves. All products will be placed in a paper bag and passed to you with a pulley system, from a safe distance. 

Online: Our online store continues to operate as usual. We are working to expand our online offerings, as well as the navigation to make it easier for our local customers. You are always welcome to call us or schedule a free phone consultation to ask about products, and/or to place a phone order. You will now notice in our online check-out that we offer free home delivery, as well as curbside pick-up. Please allow 1-2 days for home delivery. Our team will be handling your products with gloves all the way to your door, and will text you when your products are at your doorstep.

Please Note: Although we only carry a few select brands in our store, we are able to order a wide variety of brands from our distributor. If there is a specific dog or cat food you would like, please email us with the link to the specific formula, and we will email you back with more information, including pricing.

Other notes about store operations:

All of the entry notes about the store will be clearly displayed outside the store, to help you get adjusted to the new policies that will keep us all healthy.

Please note at this time for both grooming and store purchases we are only accepting payment by credit card or apple/google pay.

At this time we have suspended our community box, and look forward to sharing this community favorite with you when we fully re-open and it is safe to do so.

If you would like to special order food from us at this time, please note that we are now only receiving shipments from our distributor every two weeks. 

As our customers are not able to enter the store completely at this time, we are unable to welcome you in to the photo booth, however, if you email your pup's photo to us (info@petwellsupply.com), we will gladly photo shop your pup in and post on our instagram!

We continue to sell gift cards on our website, and at the store, and if you are looking to support our store, but don't have any current needs for products, this is a great way to help us out.

I know I speak for the whole team when I say we cannot wait to welcome you fully into our store and our lives again. We miss you more than you could know. Until then, if there is anything else we can do to support you and your pups during this time, please do not hesitate to reach out. We are in this together.

All my best,

Emily

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