Petwell Supply Grooming Policies & Procedures
Any appointment cancelled or rescheduled with less than 24 hours notice is subject to a $50 fee. We require completed electronic versions of the required paperwork (intake form and current vaccination records*) at least 24 hours prior to your appointment. We will not accept hard copies of your paperwork at this time. If paperwork is received less than 24 hours before your appointment, we reserve the right to cancel your appointment. If we are required to cancel or reschedule due to lack of paperwork, you will be charged a $50 fee.
Any client who arrives 10 minutes or later for their scheduled appointment will be charged a $25 late fee, and may need to reschedule their appointment, at our groomer’s discretion. If an appointment needs to be rescheduled due to lateness, an additional $50 fee will be incurred.
*We require proof of rabies and distemper vaccinations for dogs, and rabies and FVRCP vaccinations for cats. Vaccination records can be emailed to firstname.lastname@example.org.
Upon arrival, if you notice another client waiting in the grooming drop off area by the front of the store, please wait outside until that client departs. When you enter for your appointment, we request that only ONE person enter our store with your dog. Please pay attention to signage upon entering, and wait in the designated area, as you will not be permitted to enter the store fully.
Due to the backlog of clients we are attempting to assist at this time, you will have very limited time to cover your specific requests with our groomer. Please understand this is not personal, but is a requirement by the state to keep indoor conversations to a minimum. Moving through these conversations quickly is also the only way we can serve everyone in a timely fashion.
After your conversation with our groomer, you will be asked to sanitize your hands and place our slip lead over your dog’s head and remove your dog’s collar/harness/leash and take them with you.
Cats must be brought to us in a secure carrier, which will safely be disinfected by our team before and after handling by our team.
We require that the person dropping your dog off wear a mask. We will not accept your pet for grooming if you are not wearing a mask. You will be turned away and charged a cancellation fee of $50 if you arrive without a mask.
We understand that some of your dogs may not have had access to grooming services during the stay-at-home orders, and may have matting. Typically when we encounter mats, we would call you and talk through de-matting options, however, due to the number of dogs we expect to see with matting, we will not be able to call every owner about every matting issue. Our groomer will use her best judgment when removing mats, and try to keep hair as long as possible, but please understand that this may mean your dog gets shaved down shorter than usual.
Please note: Depending on the severity of the matting, additional fees may be incurred, and you will be informed of additional de-matting fees at checkout.
As usual, you will receive a call 10-15 minutes before your dog is ready for pick-up. We ask that when you arrive for pick-up, if you see another customer in the entryway that you wait outside.
Dogs left in our care for more than 30 minutes after we call you and/or leave a message that they are ready will incur a charge of $25/hour.
At this time we cannot accept cash payments. Please be prepared to pay for your services with a credit card or apple pay. We prefer that you leave any gratuity by credit card, but if you prefer to bring cash, please bring it in an envelope. We cannot accept cash tips not provided in an envelope.
This is a new process for all of us, and we appreciate your patience as we adjust to these policies in the best interest of our team, and your pets and family.