POLICIES & FAQS
Our Policies
ROTATION SCHEDULE
We require all clients to book appointments every 8 weeks, or closer together. The time allowed between grooms will be based on your dog’s needs, which will be determined by the maintenance required for your pet’s coat. Please keep in mind, your groomer may recommend a closer groom schedule based on your dog’s specific needs.
If it has been three or more months since your last grooming appointment with us, you will be asked to submit a New Client form to be added to our rotation schedule again.
CANCELLATIONS
Due to the high demand for our services, we have very strict cancellation and late policies.
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Access to all future appointments is easily found through our customer portal. Please take the time to ensure the appointments work with your schedule and reach out to reschedule as far in advance as possible.
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Reminders are sent one week prior to your appointment date. Cancellation at this time will incur a $30 fee.
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If you must cancel less than 48 hours prior to your appointment, a fee of $50 will be charged.
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Any cancellations within 24 hours will be charged 50% of the grooming appointment.
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Any same day cancellations are considered a no show and charged full price of the groom.
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One no show is understandable. After a second, pre-payment will be required to book future appointments. After a third no show we will no longer accept bookings.
LATE FEES:
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All appointments are allowed a 15-minute grace window. After 15 minutes a late fee of $1 per minute will be added to your appointment cost. Arriving more than 30 minutes late may require a reschedule and the appointment will be considered a no show.
Frequently Asked Questions
Click on any of the below FAQs to navigate to the answer.
Why is my dog at the salon for so long?
We want every dog to enjoy their time at the spa, so we typically have each pet stay at the salon for 3-4 hours to allow for playtime and socializing in addition to their groom. Even dogs who aren’t very playful benefit from being able to spend a bit more downtime with their groomers. Our grooming process integrates breaks in between the grooming steps, which provides time for the dogs to relax if there are parts of the groom they find upsetting (such as the blow dryer or nail trim). We find that the extra time at the spa strengthens the dog’s bond with us and keeps them happy to come back.
Why does my dog need to be groomed so often?
Dogs are creatures of habit — the more often they are exposed to things the more comfortable they become. We typically like to train our clients from puppyhood, so they understand what the grooming process is all about. The groomer is also your first line of defense in finding medical problems. We get to see every square inch of your dog during the bathing and drying process and have found things that vets have often missed. We can keep an eye out for any possible issues before they become major problems.
How does Serenity handle aggressive dogs?
We have years of experience working with dogs in need of rehab to understand the reasoning behind a dog’s particular behavior. Often, a dog’s aggressive behavior stems from past negative grooming experiences. To help, our team works to build strong and trusted relationships with these dogs, typically by spending time with them before the groom to show these dogs the grooming experience doesn’t need to be scary.
How does Serenity handle senior dogs?
We have a variety of tools and techniques to help your senior remain as comfortable as possible with grooming as they age. In addition to express appointments for those that need to spend less time away from home, we offer team grooming so your dog can be done faster and with a helping hand for support. Our team also utilizes tubs and tables that automatically lower and rise to help older dogs get up and down from the bath and groom safely.
How do Serenity's puppy packages work? When should I first bring them in and how often should I bring them in?
We recommend puppies start their grooming experiences as early as possible. Once they have two series of shots, it is safe for them to be in the salon. Our puppy packages include a bath, blow dry, nail trim, ear cleaning, and a face, feet, and sanitary trim. We work with puppies to teach them how to be groomed safely and comfortably, as the grooming process can sometimes be scary for new pups with loud noises, shiny objects, and weird sensations. Every puppy is different; however, we typically recommend puppies to come in every 2-4 weeks, with some needing to come in a little more consistently depending on the breed and coat. We offer special discount pricing for this service – give us a call or fill out our New Client form to learn more.
Still Need Help?
If your question wasn’t answered above, or you would like to talk to our team, feel free to reach out to us!