*Please read all rules and policies in full (which are subject to change). All rules and policies are in play for every dog, regardless of prior/current socialization experience.
Age and Weight: All dogs must be a minimum of 6 months old to attend for daycare or boarding. Dogs under 35 pounds will be placed in the small dog yard. No exceptions..
Gender: All dogs must be spayed or neutered to attend for daycare or boarding. Pregnant and in-heat dogs are not allowed in the facility.
Vaccinations: All dogs must have up-to-date vaccinations to attend for daycare or boarding. Owners must submit written records (through the client portal) showing their dogs have current DHPP (Distemper, Hepatitis, Parainfluenza, and Parvo), Lepto, Rabies, Bordetella, and recent Fecal Float (every 12 months). We highly recommend vaccination against Canine Influenza. It is the Owner's responsibility to provide updated verification of current vaccinations.
Flea/Parasite Prevention: All dogs must be free of fleas, ticks, and parasites (internal and external) to attend for daycare or boarding. Pup City requires all dogs to be on year-round flea, tick, and heartworm prevention.
Aggression: All dogs entering the facility must never have shown signs of aggression or excessive dominance towards other dogs and/or people.
Health: All dogs entering the facility must be in good health and free of any conditions that could put other on-site dogs' health at risk. Veterinary certification is required for all dogs that have been ill with a communicable ailment in the last 30 days.
Temperament Test: All dogs must pass a dog-friendly temperament test before attending for daycare or boarding services. This rule is in play for all dogs regardless of previous daycare/boarding experience. No exceptions.
Individual Play: Pup City does not offer individual play options for daycare/boarding services. The ability for on-site dogs to socialize and participate in pack play is very important as it aids in a more enriching experience, helps reduce the amount of kennel time during boarding stays, decreases fear/anxiety, and more! No exceptions.
New to Household: All recently purchased/adopted dogs must acclimate to their new household environment for a minimum of 90-days prior to coming to Pup City. It's very important that all dogs feel 100% comfortable in their new home environment before attempting to acclimate to a daycare/boarding environment. Owners should spend lots of time observing their new pup while paying close attention to potential behavioral changes during their at-home acclimation period. It's never a great idea to bring your dog in for a temperament test if you still have yet to get to know them.
3-Day Acclimation Period: All dogs must come to daycare for a minimum of 3 days (need not be consecutive) before being boarded. It is essential to a positive boarding experience that all dogs familiarize themselves with the facility, pack play environment, etc. ahead of time. No exceptions.
Re-acclimation Period: For dogs that have not been to Pup City on a routine basis in the last 3 months, we require an updated 2-day acclimation period prior to their scheduled boarding stay. Routine basis is defined as one visit (daycare or boarding) per month for 2 consecutive months. The acclimation period must take place no more than 10 days prior to the scheduled boarding stay. We know this can be inconvenient but please know that continued facility familiarity is very important to a positive boarding experience. No exceptions.
45-Day Suspension: Pup City reserves the right to suspend any dog from daycare/boarding services for a 45-day period for disruptive behavior. Disruptive behavior includes, but is not limited to, mounting, excessive vocals, biting, aggressiveness (barrier, resource, etc.), rough play, inability to self regulate, destructive tendencies, possessiveness (certain items, human, etc.), bullying, excessive marking, and other trend-like issues.
Expulsion: Pup reserves the right to expel any dog at any time for any reason. Expulsions do not require previous built-up suspension periods.
Forms: All registration, owner, and animal documents/forms must be completed and submitted prior to the scheduled temperament test. It is the Owner's responsibility to complete all required documents/forms in a timely manner.
Reservations: All dogs must have a confirmed reservation before attending for daycare or boarding services. Reservations can made through the client portal or by calling the front desk. Reservations are an essential part to the employee scheduling process as it helps maintain acceptable staff-to-dog ratios.
Leashes and Collars: All dogs entering the facility must be leashed and wearing a flat collar. Chain and choke collars are not allowed. Harnessed dogs must also be wearing a flat collar. Harnesses will be removed upon entry. Leashes and collars should be uniquely labeled by owner. Pup City is not responsible for lost or stolen leashes, collars, ID tags, etc. Unmarked collars, ID tags, etc. found by employees are placed near the lobby leash rack.
Dog Food and Lunch: All food brought to Pup City must be labeled and in an airtight container and/or bag.
Food and Beverages: Customers are not permitted to bring food or beverages (excluding water and coffee) inside the facility.
Children Age: All children under the age of 15 must be always under the supervision of an adult while inside the facility.
Customers in Facility: Customers are not permitted inside the facility (excluding the lobby) without the supervision of an employee.
Grooming: Grooming services are for Pup City daycare/boarding customers only. As of now, grooming services are temporarily unavailable.
Right of Refusal: Pup City reserves the right to refuse service to any dog at any time for any reason. Please be advised that safety is of the utmost importance. We will quickly refuse service to any dog that we feel will put themself, other dogs, or employees in danger.
Cancellation: To be determined.
Reservation Deposit: To be determined.
Non-Refundable Packages: Multi-day packages are non-refundable and expire 12 months after the purchase date.
Temperament Test Rescheduling: Customers can reschedule a temperament test no more than 2 times at no additional cost. An additional half day ($26) or full day ($36) of daycare will be applied at checkout for those who've rescheduled a temperament test 3 or more times. Temperament test timeslots fill up quickly. It's unfair to those who must schedule weeks out to get on the schedule along with employees who prepare diligently for scheduled evaluations.
Daycare Times: We understand that everyone has a different schedule, so we want to try to work with what's best for you! Drop-off times for daycare must be no earlier than 7:00 AM and pick-up times for daycare must be no later than 7:00 PM. Please call us to see if we accommodate any special requests!
Boarding Times: Drop-off and pick-up times for weekday boarding are 7:00 AM to 10:00 AM and 4:30 PM to 7:00 PM. Drop-off and pick-up times for weekend boarding are 8:30 AM to 10:00 AM and 4:30 PM to 7:00 PM. Boarding requests are per day (24 hours). Regardless of drop-off and pick-up times, boarded dogs will be placed in their dedicated kennel(s) during all meal times, so please keep that in mind when submitting reservation requests. Late pick-ups will include a half day or full day charge. Please call to see if we can accommodate any special requests.
Soiled Personal Items: The laundry room here at Pup City is currently under construction so we do not have the ability to clean soiled items (bedding, blankets, etc.). Customer items that become soiled (due to spilled water, overnight accidents, etc.) will be stored in a labeled drawstring trash bag and depending on the stench of said items, will be placed either inside the storage room or outside near the parking lot fence line. Cleaning of soiled daycare/boarding items is the responsibility of the dog's owner. If soiling occurs during a boarding reservation, staff will utilize house blankets and cots for continued kennel comfort.
Late Pick-up: There is a $10 fee for any pet picked up after 7:00 PM and before 7:30 PM and an additional $10 fee for any pet picked up between 7:30 PM and 8:00 PM. Late fees will be applied at checkout. Please call Pup City if you are running late for pick-up. Any daycare dog on site after 7:00 PM will be placed in a kennel till owner pick-up and/or 8:00 PM. Any dogs remaining after 8:00 PM will be boarded for the night. Kennel size (which vary in price) will be determined by staff. The same rules apply for Saturday daycare, except we subtract an hour as daycare hours end at 6:00 PM on Saturdays.
Abandonment: Dogs are considered abandoned if they have not been picked up (with no owner communication) within 48 hours after they were initially scheduled to be picked up. Dogs will then be placed with a local rescue group. Owners need to understand that they may not be able to retrieve possession of dog.
Fees: Fees are due and payable (credit or debit) at the end of service, unless paid prior to service via the client portal. We are a cashless and paperless business.
Discounts: Limit one discount code at checkout. Discount codes cannot be combined with any other discounts or deals. Customers must provide ID proof at time of first use. After ID verification, a discount icon will be manually added (from the admin side) to customer's profile. ID's must be rechecked and verified annually.
Cashless and Paperless: We do not accept cash payments or checks. Purchases, invoices, receipts, etc. will be completed/sent electronically through Gingr and/or our Stripe POS machine.
Rules and Policies Acknowledgement: We require all customers to read through our Rules and Policies prior to Gingr registration. During the registration process, customers will be required to acknowledge that they did in fact read through all Rules and Policies.