There are many reasons why a pet’s hair can get matted. When a dog’s or cat’s hair becomes tangled or clumped close to the skin, it can pose a health risk and increases the chance of skin irritation or injury during the grooming process. There are really only two options when a pet’s coat is deemed matted. The first is to shave under the matted portion of hair, leaving the hair shorter but greatly reducing the stress on the animal. The other option available (providing the pet isn’t too far gone) is de-matting. This service is available only for pets that can tolerate it, and when the matting is not so severe that it poses a high risk of injury or stress.

Both the de-matting and stripping of the matted coat can be a slow process that takes skill and extra care from our groomers. It is also demanding on our bodies and equipment, and often requires extra sharpening of blades and scissors. For these reasons, there are extra fees associated with both the de-matting and clipping of a matted, neglected coat.

Any dog or cat that we discover to have fleas is immediately given a flea bath to reduce the risk of parasite transmission to the other pets in our care. We use a pesticide-free flea shampoo to reduce the risk of irritation or reaction that can be associated with this service. The salon is thoroughly treated with a flea spray after every case of fleas is discovered to protect the other pets that visit us. An extra fee of $5 is always applied to the grooming bill to cover the cost of the extra labour associated with the flea bath, as well as the shampoo and fumigation products.

It is your responsibility as a pet owner to follow your veterinarian’s advice on parasite protection to prevent an infestation.

We recommend that you follow your veterinarian’s protocol for vaccinations to protect your pet from communicable diseases.

Grooming can be stressful for sensitive pets and some tolerate it better than others. Our professionally trained pet groomers use proper handling techniques and equipment to deal with most dispositions. However, if a pet’s temperament poses a threat to our safety or itself, we reserve the right to deny service. Please be sure to inform our staff at the time of booking if your pet requires special handling so we can book accordingly. Special handling fees may apply.

Customer service is very important to our staff. We do our very best to accommodate all customer requests; however, if a pet’s temperament or health condition prevents us from fulfilling a client’s wishes, we will communicate our concerns beforehand whenever possible. If an issue arises during the grooming process, we reserve the right to refuse any service if we feel it could compromise the health or safety of any pet.

Scheduling is important to maintain the flow of the shop. We strive to book appointments so we can keep our appointment times short and accommodate our clients’ schedules. Showing up late for appointments can result in us having to reschedule your appointment if it is too disruptive to our schedule. Missed appointments that could have been offered to another client are frustrating. Please call at least 24 hours in advance. We will be applying a $25 fee to anyone who misses an appointment or fails to give 24 hours’ notice when cancelling an appointment.

Your pet is our number one concern. If you suspect they are feeling under the weather, please notify us in advance. Grooming can be physically demanding and can aggravate pre-existing health problems. It is our policy to refuse entry to any dog or cat that is displaying symptoms of any contagious condition.

If you have a concern about an issue that arises after a grooming appointment, we request that you bring it to our attention within 24 to 48 hours so that it can be addressed immediately.

We do not have the space to accommodate pets past their appointment time. Most pets are completed within 2 hours and to lessen the stress and keep our shop running smoothly we require people to pick their pet up by the designated pick up time. Late pick-ups will be subject to a daycare fee.