Frequently Asked Questions
What is a Typical Day like for my pup?
Upon arrival, pups are separated into playgroups based on their size, energy level, and play style. There are typically 6 play groups per day. The groups are: "Littles," 2 groups of "Mediums," 2 groups of "Bigs," and "Extra Larges." The different groups of "Mediums" and "Bigs" are based on different temperaments of the dogs in each group. For example, the "Big" dogs will be separated into one for the more high energy and playful "Bigs," and one for the more mellow "Bigs." Pups will rotate through outdoor play time and indoor rest with their play group throughout the day. Groups are rotated through our huge play yards and also take "cool down" breaks inside their kennels while other play groups are taking their turn outside. We rotate the groups every 30 minutes. So on most days, your pup would be outside for 30 minutes playing with its group, and then rest inside for 30 minutes to 1 hour until their next turn outside, and we do this rotation all day. All play groups are monitored by trained staff to keep the play safe and fun for everyone!
How much time are the dogs outside?
We give the pups as much time as possible to run free and play with their pals in our large play yards! This is not the type of boarding facility where dogs are kept cooped up inside their crates all day. We are a full service doggy day care, and we believe dogs need as much exercise and socialization with friends as possible! Play Groups are constantly rotated throughout the entire day so that we maximize all of the dogs play time. We are mindful of the individual needs of each dog in our care. Some dogs will require more frequent breaks, which are always given.
What if my dog does not like the outdoors?
We cater each experience to the individual pup. If your pup is not a fan of the outdoors, they will not be forced to stay outside! We will take them outside to do their business, we will watch them and see if they start to explore or engage in play, but if they are sitting by the door wanting to go back inside, then we will absolutely take them back in. They can relax in their cozy kennel or their private suite. We will make them feel right at home. However, one thing to keep in mind is that we do not have indoor play areas. All of the play and socialization takes place outside in our play yards.
Is my dog a good fit for daycare and boarding at Pups & Pals?
Pups & Pals is a dog daycare and boarding facility perfect for “socially advanced” dogs. Socially advanced means the dog is comfortable in variety of new settings. Dogs who attend Pups & Pals should be comfortable with new people, enjoy the company of new people, enjoy being touched and handled by new people, and have no history of aggression towards people. They should also enjoy the company of other dogs and enjoy playing in a group setting with dogs of mixed genders and personality types. They should not have any history of dog aggression, dog fights, or non-friendly interactions with other dogs. They should be comfortable being off-leash in a large fenced yard. They should not have a history of trying to escape from a fence by digging under, or climbing over it. We want all pups to enjoy being here, and be as low-stress as possible.
What happens at Pups & Pals on rainy days?
Just a little drizzle doesn't bother most of the pups at all! They will still be outside playing chase, wrestling around, and possibly splashing in a few mud puddles! When it is drizzling or light rain we still stay outside. When it begins to rain hard, we bring all pups inside and wait it out. As soon as the rain stops, we are all back outside for more play time! Some pups love the rain, some hate it! We cater their experience to them individually. If your pup doesn't mind the rain, they are welcome to keep playing their hearts out! If they are scared of the rain, they can come inside to get warm and stay dry! We do our best to make the most out of rainy days and get the pups as much play time as possible! In cases of hours and hours of rain storms, we will do our best to rotate dogs in very small groups or pairs to stretch their legs and play a little inside. We can't control the weather, but we do our best to keep the pups in our care happy and comfortable.
What do I need to bring for Overnight Lodging?
All you need to bring for overnight lodging is your dog's food! We do not provide food for lodging, so you'll need to bring your pup's food in a labeled bag or container. Be sure to let us know how many "scoops" or cups to serve when filling out your paperwork at registration. You do not need to bring any toys or treats, we have plenty of those! We request that you do not bring bring blankets, dog beds, or pillows from home as we have all of that here! Your pup may love and respect his nice dog bed in the comfort of your home, but all too often we see the anxiety or nervousness of being in a boarding facility result in soiled or destroyed dog beds, chewed up blankets, etc. We request that you leave these items at home.
How much is a boarding deposit for lodging reservations?
In order to book an overnight lodging reservation for your pup, we require a boarding deposit. For a one-night reservation we will collect a one-night boarding deposit at the time you make the reservation. For a lodging reservation between 2 nights and 7 nights long, we will collect a 2 night deposit at the time the reservation is made. For lodging reservations 8 nights or longer, we require a 50% boarding deposit, or the purchase of a 10 Night Package.
What is the cancellation policy for lodging reservations?
For non-holiday reservations, we require a 48 hour notice to cancel a reservation and receive a full refund of the boarding deposit. Within the 48 hours, there is no refund of the boarding deposit. For example, if your boarding reservation is scheduled to begin on Friday morning during the 7-10 AM morning drop off period, you must notify us on Wednesday morning prior to 10 AM to receive a full refund. If notified on Wednesday morning at 10:15 this is within the 48 hour window and there is no refund. All of the following scenarios/adjustments are considered cancellation and must be done prior to 48 hours before the start of the reservation: postponing a reservation, removing days from a reservation, reducing the amount of days of a reservation, deleting days off the front or back end of a reservation, splitting a long reservation into two smaller reservations that deletes days off the middle of the original long reservation, picking up a day or multiple days early when your dog is already checked in to a reservation, reducing the number of pets included in the reservation, no-showing for a reservation, etc.
For holiday reservations, we require a 72 hour notice to cancel a reservation and receive a full refund of the boarding deposit. Holiday Reservations include any reservation that falls on a day of the week within 7 days of the actual holiday. So even if your reservation is for Dec. 20th - Dec. 23rd and does not actually cross over Dec. 24-25th, this reservation is part of "Christmas Week" and falls under the 72 hour notice cancellation policy. Holidays include: New Year's Eve Week, Valentines Day Weekend, St. Patrick's Day, Spring Break, SXSW Music Festival Week, Easter Week, Memorial Day Weekend, July 4th Weekend, Labor Day Weekend, ACL Weekends 1 & 2, Halloween Weekend, Thanksgiving Week, and Christmas Week. All of the following scenarios/adjustments are considered cancellation and must be done prior to 72 hours before the start of the reservation: postponing a reservation, removing days from a reservation, reducing the amount of days of a reservation, deleting days off the front or back end of a reservation, splitting a long reservation into two smaller reservations that deletes days off the middle of the original long reservation, picking up a day or multiple days early when your dog is already checked in to a reservation, reducing the number of pets included in the reservation, no-showing for a reservation, etc.
How does pricing work for Lodging?
Lodging is $59 per night for a Private Lounge, and $69 per night for a Private Suite. This price per night includes the entire day of doggy day care on that day. We encourage our clients to drop their pups off in the morning drop off times for overnight lodging reservations to take advantage of the full day of day care included. If you choose to drop your dog off in the afternoon drop off time frame, this does not reduce the price, and your pup will still enjoy doggy day care on that evening before bed time. The lodging price per night of $59 or $69 is the same whether you drop your dog off in the morning or evening. For evening drop off, we request that you bring your pup in as early as close to 4 PM as possible. The later you drop off your pup in the evening, the less time they have to play before bed.
Here at Pups & Pals, we do not charge additional fees for group play time, couch time, cuddle time, or love and affection, it's all included as a part of what we do every day!
When dogs are dropped off in our morning drop off hours, the price of boarding per night, either $59 or $69 depending on the boarding option, covers the entire day of doggy day care and the overnight stay. When you pick your dog up from lodging during the morning pick up hours, you do not pay anything for the last day. Morning pick up is 7-10 AM Monday through Friday, and 9-11 AM on Saturdays and Sundays. If you would like your dog to stay for another day of doggy day care on the last day of the boarding reservation, you can pick them up during the evening pick up hours. Monday through Friday the evening pick up time is 4 PM - 7 PM and on Saturdays and Sundays it is 4 PM - 6 PM. When you pick them up during the evening pick up hours you will only pay $39 for doggy day care on that day, instead of a full night of boarding. So if your pup stays with us for 3 nights of lodging (whether they are dropped off in the morning hours or evening hours on the first day), and then is picked up in the morning hours on Day 4, you will pay for 3 nights of lodging. If your dogs stays with us for 3 nights (whether they are dropped off in the morning or evening hours on the first day), and then is picked up in the afternoon hours on Day 4, you will pay for 3 nights of lodging and 1 day of doggy day care.
Is there a discount for one more than one dog in the family? Is there a discount for two dogs sharing one Private Suite?
Our pricing is “per dog” for all daycare and boarding charges, and there is not a specific “2nd Dog” discount. The way to get discounts is by purchasing our 10 Day & 10 Night Packages, explained below.
For boarding in our Private Suites pricing is $69 per dog, per night. If you have more than one pup in your family, and you want them to share as suite, we can absolutely allow them to share! We still charge the same price for each pup, whether they are sharing a suite, or have their own, separate suites. We do not offer a discount for the second or third dog specifically. Instead, the way to get a discount is by purchasing a 10 Night Package and splitting the package between the multiple dogs in your family. This actually saves you more money per night! If we were to offer a dollar amount discount on the 2nd dog, such as $5.00 off, for example, this would save you only $5.00 per night. Instead, by purchasing a 10 Night Package, the price per dog per night decreases from $69 per dog, down to $62 per dog. This saves you $7 per dog, per night— a total savings of $14.00 per night when boarding 2 dogs! The 10 Night Packages are 10% off and allow us to offer discounts to families with only one pup, or with multiple pups, and when they’re sharing or not sharing their spaces!
For daycare, the way to get a discount when you have more than one pup in your family is by Purchasing a 10 Day Day Care Package for $350 (10% discount) and splitting it between 2 or more pups in your family. You will pay $35 per pup per day, instead of $39 per pup, per day. This is a $4 discount for EACH pup, a total of $8.00 discount per day when you have 2 pups! This is more of a discount than just offering $5.00 off for the “2nd Dog.” By offering our discount in this format, we can offer discounts equally to families with only 1 pup as well! And we can offer more savings than the traditional “2nd Dog Discount” you may be accustomed to seeing at other similiar facilities.
How do 10 Day Packages work for Day Care?
We offer 10 Day Day Care Packages for a 10% discount. The daycare package is automatically applied each time your pup is here for doggy daycare. The package is only good for 1 year from the date you purchase it, and we do not offer any extensions under any circumstances. All 10 days must be used up within 1 year, they do not roll over to the next year. Daycare packages can be split between multiple dogs from the same family. Partially used packages are not refundable. Only whole packages with all ten days un-used are refundable.
How do 10 Day Packages work for Lodging?
We offer 10 Day Lodging Packages for both the Private Lounge and for the Private Suite. They are priced at a 10% discount. The packages are only good for 1 year from the date you purchase them, and we do not offer any extensions under any circumstances. All 10 days must be used up within 1 year, they do not roll over to the next year. Lodging packages can be split between multiple dogs from the same family. Lodging packages can be used across multiple different reservations. Partially used packages are not refundable under any circumstances. Only whole packages with all ten days un-used are refundable.
How old does my pup have to be before they can start Day Care or Lodging?
Pups must be 4 months old (16 weeks) before they can attend day care of lodging. This is because pups younger than 16 weeks have not yet completed their last round of puppy vaccinations and are not cleared to be around other dogs. For their safety, they need to have their last round of puppy vaccinations at 16 weeks before they can be exposed to other dogs. All pups should receive one Rabies vaccine, as well as 3 Distemper (DHPP) and 3 Bordetella booster vaccines. These 3 rounds should be administered at ages 8 weeks, 12 weeks, and the 3rd and final round at age 16 weeks. After receiving their last round of shots, we request they wait one FULL WEEK incubation period before coming in for their first day.
What is Pups & Pals Spay & Neuter Policy?
We require all pups to be spayed and neutered by 8 months old. Between 4 months old and 8 months old your pup does not need to be spayed or neutered, and they can still participate in play groups at Pups & Pals. Sometime between 6 months of age and 8 months of age, they need to be spayed or neutered in order to continue attending day care or lodging at Pups & Pals once they reach 8 months old. If problems arise for your intact male pup prior to 8 months old, or if your intact female pup goes in to heat, we may notify you that they cannot continue attending daycare or boarding until they are spayed/neutered, for their safety.
What vaccines are required for my pup to attend Day Care or Lodging?
We require 3 vaccines for day care or lodging. Rabies, Distemper (DHPP) and Bordetella. Your pup must be up to date on these vaccines or they will not be able to attend day care or lodging. Check your last vet bill and look for the "reminders" for your pup's due dates on these vaccines to make sure they are up to date! After receiving the Bordetella vaccine, pups must wait a minimum of one FULL WEEK before arriving for day care or lodging. Dogs are still "shedding" the Bordetella bacteria after receiving the vaccine and are contagious to other dogs in our facility.
What is Bordetella (Kennel Cough)?
Much like the common cold, the bacteria that causes kennel cough floats through the air after being expelled by a cough or through breathing. Other dogs in the same space may inhale the air containing infectious agents and they might get kennel cough. The reason this illness seems so common, and is commonly called “Kennel” cough, is that wherever there are numbers of dogs confined together in an enclosed environment such as a kennel, animal shelter, or veterinary office waiting room (yes, even there!), the disease is much more likely to spread. The same is true with “colds” spread from human to human…they are much more likely to occur in a populated, enclosed environment such as an airplane, office, or school. Symptoms include dry hacking, coughing that sounds like honking, and sometimes spit-up. Don’t be alarmed, as this is not a serious illness and most dogs will recover within about a week. If you hear your dog coughing, we ask that you do not bring them to day care or boarding for 2 weeks after coughing symptoms have completely stopped. Most dogs cough for about 3-5 days, and then when they have completely stopped coughing, we begin a 2 week countdown until they are eligible to return to Pups & Pals. All dogs here at Pups & Pals are required to have the Bordetella vaccine, but please keep in mind that this vaccine only protects against some strains of kennel cough, and it is no where near 100% effective. Just like the flu shot or the COVID vaccine in humans only protects against some strains of the flu or Covid. So even if your dog has been vaccinated against some strains, they are still susceptible. Just like humans who get the flu shot may still contract the flu, and humans who receive a COVID vaccine will likely still contract COVID at some time in their life. In fact, thinking about everything we know about Covid will help us understand kennel cough. Covid can be spread by unknown carrieres who are asymptomatic. The same is true for kennel cough. Humans can spread Covid unknowingly for several days before they show symptoms. The same is true for kennel cough. Covid can be contracted even if you have recieved multiple Covid vaccines and boosters. The same is true for kennel cough. The vaccine for Covid is constantly being updated to protect against new strains that mutate. The same is true for kennel cough. A strain of Covid may circulate for which we do not have a vaccine developed right away. The same is true for kennel cough. Covid is a relatively mild illness for generally healthy humans, but is worse for elderly humans or for those with compromised immune systems. The same is true for kennel cough. Covid is a part of our world and is not going away. The same is true for kennel cough. We sanitize and disinfect our entire facility every single day, but this is an airborne illness and it is simply not something that can be prevented. Just like your child’s day care or elementary school cannot prevent the common cold from spreading, your workplace cannot prevent the spread of Covid completely, as clean as they keep the environment! We have air purifiers in every room to combat the bacteria and allergens in the air and help it stay clean and fresh, but this is not a foolproof system. Puppies under one year of age and elderly dogs older than 10 years are more susceptible to Bordetella, as well as dogs with pre-existing health conditions, breathing abnormalities, allergies, and brachycephalic breeds. Kennel cough circulates every year, multiple times a year, and there is nothing that we can really do about it besides being diligent about detecting coughing and sending pups home if we hear coughing, asking our pet parents to keep their pups home and not bring in dogs who are coughing, and cleaning our entire facility with veterinary rated cleaning products every day, as we always do.
Does Pups & Pals have Breed Restrictions?
We do not have breed restrictions here at Pups & Pals. Each pup is evaluated individually during their Play Day Evaluation to see if they are a good fit for group socialization. We will observe their temperament, play style, and try them out with different dogs to see how they get along! Most of the time, it's peachy keen! Because we are a social kennel, all dogs seeking day care or lodging here at Pups & Pals must pass a Play Day Evaluation and be able to play in a group with other dogs of mixed genders and personally types. We do not have the capacity to cater to dogs who must be isolated because they don't get along with other dogs. For pups with these specific needs, we will recommend a few wonderful In-Home Pet Sitters!
What do the pups do overnight? Is anyone there to watch them overnight?
Pups have their dinner between 3 - 4 PM, and then head outside beginning at 4:00 for their last rounds of afternoon play time and potty breaks! They stay outside playing in group rotations until 7 - 7:30 PM when dogs are brought inside for bed time. All pups are in their Private Suites or Private Lounges by 7:30 for lights out. We leave classical music playing on the radio in every room to help soothe them and block out distractions. As the staff is cleaning up the facility, we are checking on the pups to see that they are settling down, snuggling up on their blankets, and falling asleep. The staff leaves by 7:45 PM to 8 PM and does not return again until the morning. It is best for pups not to be woken up or disturbed during the middle of the night. This gets them all riled up and disrupts them when they would have slept quietly through the night after a long day of play time! So, we do not return in the middle of the night. We have an alarm system and cameras connected to the owner, DeDe's smartphone and she can monitor the building from home. She can adjust temperatures on the thermostats and view the cameras from home to ensure your pups are safe and sound. In the event of an emergency, the owners, as well as several other staff members live within a few minutes of the both locations.
Can I have a tour of Pups & Pals?
Yes! We love to show our new clients our entire facility. We have an open door policy and we will show you everything from the kennels, private suites, common areas, and the play yards! We think it is important for you too see the accommodations where your dog will be spending it's time. We offer tours of our facility every day of the week including weekends, however tours are only offered by appointment between the hours of 11 AM - 3 PM. Please call in advance to set up a time for a tour. Our "lobby hours" are when Pick Up and Drop Off is happening in the morning and afternoon and we are not able to offer tours during this time. We have too many dogs coming in and out of the building at this time to be able to give a tour. Please be on time for your tour appointment as we have scheduled one of our staff members to stop their normal tasks in order to provide the tour. Children and dogs are not allowed to be present during tours.