Our Stores

We operate multiple store locations that we call clubs. Our clubs are full service pet care facilities where you and your dog will have access to a complete suite of services. As a client or member of PUPS you can use any of our stores that you desire. All of our stores are operated in the same manner and generally offer the same services. For specific information about store service and product offerings, please visit our locations page on our website and choose the store location that you wish to visit for detailed information.

Hours of Operation

Our store hours of operation vary location and by service. We are closed to the public on all major US holidays for check-in and/or check-out of dogs.

Reservations

We cannot guarantee care for your dog unless you have made a reservation in advance. Reservations are required for all services. We recommend that you make a reservation at least a week in advance. To make a reservation please contact us either by phone, email, or in person. Reservations must be confirmed via phone, email, or by an authorized representative.

Cancellations

We do our best to accommodate every reservation. In addition, there are many times that we are turning away new members to accommodate existing ones. Therefore, once a reservation is made and confirmed, it cannot be canceled without a fee. If you cancel your reservation, regardless of the service, you will be charged a cancellation fee.

Holidays

Due to high demand PUPS reserves the right to charge additional fees for care over the holidays. For more information about which holidays we observe, how they affect availability, and the amount of the charge, please call us and speak with a member of our member services team.

Payment

Payment is due and must be made as goods and services are rendered. For certain services, we require payment in advance. We accept credit cards, cash, and checks. All checks should be made payable to “PUPS”. We will not accept personal checks walk in customers. To use any of our services, you MUST have a credit card on file with us at all times regardless of your ultimate method of payment.

There is a charge for a returned check and a daily surcharge if you have an overdue balance, up to the maximum allowable by law. If collections procedures are necessary to receive payment on overdue balances, we reserve the right to charge administrative fees to cover the cost of these collections. PUPS reserves the right to terminate services or suspend memberships if unpaid balances persist for any period of time.

General Member and Pet Requirements

In order to utilize any of our services, every client must comply with the following requirements:

Customer and Dog Profile

In order for us to care for your dog in a safe and responsible manner, and to ensure that he or she has as much fun as possible, we require that each parent fill out a detailed profile. A complete profile is required for admittance and includes important information such as an emergency contact number, your veterinarian’s name, dates of latest vaccinations, and of course your dog’s birthday. No dog will be cared for unless all information is in our system and verified to be accurate.

Waiver

Each customer must thoroughly read and sign a waiver that releases PUPS from certain liabilities. By utilizing our services and signing the waiver, you understand and acknowledge that PUPS has limited liability regarding certain occurrences and incidents that may occur regarding your dog. While we take every precaution possible to ensure that all of the dogs in our care are healthy and safe, you must recognize that incidents will happen whenever dogs socialize together and that we take no responsibility regarding these incidents.
PUPS is not liable for injuries or illness that any animal may incur while in our care. PUPS also reserves the right to quarantine, transport and/or take reasonable action regarding any animal in our care to insure their well-being and the well-being of other dogs in our care. No dog will be admitted into our care unless this waiver is fully understood, executed and verified in our system.

Credit Card on File

In order to use our services, you must have a valid credit card with a sufficient available credit line on file with us at all times.

Veterinarian

Each dog must have a local veterinarian that is authorized to see and treat your dog if medically necessary. While we take every precaution possible to safeguard your dog’s health, things can and do happen on occasion. If you do not have a local veterinarian, we are happy to help you find one.

Vaccinations

PUPS abides by all local, state, and federal laws and regulations that require us to insure that dogs that we care for are fully vaccinated. In most states these requirements include Rabies, Distemper/Parvo, and Bordatella. Every PUPS customer, no matter the state or location that you visit, must comply with the state and local laws and regulations by providing PUPS with a current health certificate verifying that all required vaccinations are up to date.

Good Health

All dogs using our services must be healthy as we care for a large number of animals. We will not admit any dog that we believe, at our sole discretion, to be a risk to the other animals in our care. It is your responsibility as a parent to notify us of any health related issues affecting your dog so that we can make an informed determination about how to best care for your dog. Customers that do not inform us in a timely manner of any health issues, knowingly bring their dog to us while he or she is sick, or do not make all efforts possible to remove their dog from our facility once determined to be a risk by us will be subject to a surcharge. In addition, at our discretion, those customers may not be allowed to use our services again and in that case will forfeit any unused portion of their membership without a refund.

Specific Service Requirements

Each of our services is unique and PUPS. There are many common requirements that exist between our service offerings but it is important that you review the specific requirements for the services that you intend on using at PUPS.

Dog Daycare

Our clubs are equipped to provide an environment in which dogs can play, socialize, and have fun while also being as safe and healthy as possible. We have found that dogs that are socialized and receive ample exercise are happier and healthier. While we take every precaution possible to safeguard your dog, incidents and illnesses are inevitable when dogs socialize and play together. As a result, we must strictly adhere to the following policies and procedures to ensure the safety and well-being of all of the dogs in our care.

Understanding the Risk

Everyone at PUPS is a dog lover and is fully committed to the health and well-being of your dog. As an organization, we are committed to creating a place in which dogs socialize and have fun in an environment that is cage-free and off-leash so that they can enjoy their experience. We strongly believe in health, wellness and prevention when it comes to your dog. To that end, all of our care is under the supervision of our expertly trained staff. Despite all of this, please know that like kids at school, all dogs at PUPS are susceptible to, among other things, the following:

  • Nicks, scrapes, and punctures
  • Sore joints and muscles
  • Fatigue
  • Strained tendons and ligaments
  • Various strains of kennel cough
  • Airborne viruses
  • Common colds

All parents that use our services acknowledge that these injuries and illnesses can occur and acknowledge that PUPS takes no liability if something should occur to your dog. ALL DOGS PLAY AT THEIR OWN RISK.

Injury Communication and Care

At PUPS, our number one priority is the health and safety of your dog. In the event that something should happen to your dog that requires medical attention, we will do everything possible to obtain the right treatment for your dog in a timely manner. In the event that we are unable to reach you in a timely manner for whatever reason, WE RESERVE THE RIGHT TO MAKE MEDICAL DECISIONS ON YOUR BEHALF FOR THE CARE OF YOUR DOG. YOU WILL BE RESPONSIBLE FOR ANY VETERINARY BILLS THAT RESULT FROM GETTING YOUR DOG THE MEDICAL ATTENTION THAT HE OR SHE NEEDS.

Temperament

Your dog must be friendly towards other dogs and people. This helps to insure the safety of all dogs in our care. A temperament test is required prior to acceptance to our dog daycare program. If your dog exhibits aggressive and disruptive behavior once already a part of the PUPS daycare program, we will suggest that you and your dog work with one of our qualified behaviorists. If through our combined efforts, we cannot correct your dog’s aggressive behavior, PUPS reserves the right to discontinue daycare service for your dog.

Age

Your dog can start daycare as early as 4 months old. Dogs are typically separated based on age, size, and temperament.

Spayed and Neutered

Your dog must be spayed or neutered by 8 months of age at the latest.

Collar and Identification Tag

All dogs must be wearing a collar with an identification tag at all times.  PUPS strongly recommends a properly fitted nylon snap clip collar.  The collar must also be fitted around your dog’s neck so it does not slip off over his/her head.  PUPS will not be responsible for misfitted collars that slip off your dog’s neck.

Damaged Items

We are not financially responsible for any damaged items that during the course of daycare. We strongly discourage your dog wearing an expensive or sentimental collar for daycare.

Feeding

Due to the nature of open play, we cannot accommodate feedings in the middle of the day.  We therefore cannot feed dogs that are at a PUPS club strictly for daycare.  Please make sure that your dog is fed in the morning before you arrive at PUPS or in the evening after you return home with your dog.

Holidays

PUPS will be closed for daycare to the public during all nationally recognized holidays.

Webcams

Clients may purchase daily webcam access credits or may obtain unlimited access to our webcams via a PLUS membership. Webcams are available for your viewing pleasure.  Our store associates cannot help with webcam technical support.  If you are having difficulty accessing the webcams, please email our Member Services department at memberservices@pupsrule.net.

Payment

Payment is due for daycare when services are rendered.  Members that have packages are eligible for express checkout.

Overnights

Dogs that spend the night with us will also participate in dog daycare. Therefore you must understand all of the benefits, risks, and conditions of that service and the following as well:

Feeding

It is not possible for PUPS to accommodate a special feeding schedule.  All dogs staying at one of our clubs are fed two times a day.  Once in the morning between 7:00AM and 8:30AM and once in the evening between 4:00PM and 5:30PM.   PUPS requires that you portion all of the meals that are required for your dog’s stay with us into individually marked baggies. The baggies should be labelled with your dog’s first and last name.  Please send at least two extra meals in the event your travel plans change and you are delayed.  DO NOT bring your entire bag of dog food to PUPS.  All food that is left at PUPS after your dog checks out will be immediately discarded.

Medication

PUPS will administer medications on your behalf.  We actively monitor and record all medication administrations.  Our pet supervisors are only permitted to administer oral or topical medications. All other medications that are injectable will require a licensed veterinarian or veterinary technician to administer. Additional fees will be incurred for such a requirement. In order to insure proper administration of your pet’s medications, we require that you mark all medication containers with your dog’s name. Further, you will need to type specific administration instructions.

Personal Items

We do encourage that you bring personal items for your dog’s stay with us. We permit only blankets and clothing items that are clearly marked with your dog’s first and last name. We do not accept beds or toys as they are difficult to wash or could cause a behavioral disruption in our playgroup.  PUPS does not accept any responsibility for damage to any of your personal items.  We encourage you to bring items in disposable paper or plastic bags.

Sleeping Arrangements

PUPS provides a social and cageless environment for overnights at most of our locations.  However, we do separate dogs when needed for feeding. administering medications, or needed down time away from the group.

Payment

Payment is due for overnights at checkout.  Due to the high demand for our overnight service during the peak holiday season (New Years, Spring Break, Memorial Day, Labor Day, Thanksgiving, and Christmas), a two-night non-refundable deposit is required to be made on your booking at least 7 days in advance of your dog’s check-in date.  Failure to make the required deposit may result in loss of your booking to a client on our waiting list who has made the required deposit.

Grooming

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Grooming Availability

Grooming is available for dogs in all locations and cats in some.  Check a particular location service details to see what grooming services are available in the club that is located nearest to you.  Grooming appointments are made on a first come and first serve basis.  Appointments can be made by calling our Member Services team or by booking online.  Grooming service days and hours also depend on location.

Communicating your Requests

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Pricing

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Gratuity

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Pick Up Requirement

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Holidays

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Training

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Booking

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Cancellations

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No Show

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Make Up Classes

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Payment

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Holidays

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Veterinary Care

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Appointments

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Cancellations

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No Show

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Records

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Holidays

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Transport

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Transport Times

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Service Areas

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Reservations

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Access

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Special Instructions

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Additional Charges

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Dog Walking

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Home Access

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Scheduling

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Holidays

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Dog’s Items

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Pet Sitting

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Home Access

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Your Home

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Pet Sitter’s Home

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Dog’s Items

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Detailed Instructions

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Retail

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Returns and Exchanges

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Refunds

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Satisfaction Guarantee

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Other Services

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Puppy Play Groups

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Winter Weekend Indoor Dog Park

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Parties

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