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Boarding F.A.Q.

Some additional information to help you prepare for your dog's vacation with us.

What are the Drop-off and Pick-up Procedures?


Drop-offs and pick-ups are scheduled in advance in 15 minute increments. This allows us enough time to properly go over your dog's individual needs at drop-off and to make sure that your dog is ready to depart at pick-up time. Please be sure to arrive on-time for your scheduled drop-off and pick-up. (A $10 late fee will be added for arriving outside of your scheduled time.)


Please be sure to subit your dog's boarding paperwork prior to arrival to expedite the checkin process.  


Boarding is charged per day, and check-out time is before noon, by appointment. Late pick-up is available at the discounted rate of $20 (vs. another full day boarding charge).  Late picks are available until 6pm on weekdays. Lobby may be closed major holidays.  


What do I need to bring for my dog's stay?


We ask that all dogs bring their own food, portioned into sandwich bags for each meal (two per day). We will also need a copy of your dog's current vaccines (see below for details) and they should receive flea prevention treatment prior to boarding. We provided dishes and bedding to each boarder during their stay. There are also options for additional goodies like beef cheeks or antlers to choose from at check-in for a small fee. Please do not bring toys or bedding as these items can be easily misplaced/damaged in a busy boarding environment.


Will my pup get to play with other dogs? What if my dog doesn't play well with others?


There are many options for play - from play with other dogs to play only with staff members. Group play is provided according to each dog's individual temperament and needs, and the requests of the owner. Let us know if you would like your pup to play at daycare, small group play, just with dogs from your family, or only with human staff. Play with staff or dogs is included with every stay.  


What are the vaccine requirements for boarding? Do you require that everyone provide vaccination or titer testing paperwork? What about Kennel Cough and Influenza?


All dogs must be current on core vaccines or titers following your veternarians recommendations.  We do not require elective vaccines, including kennel cough and canine influenza. It is our policy that dogs are NOT allowed into the building within 7 DAYS of receiving a kennel cough or canine influenza vaccine due to the possibility of viral shedding.  


We do check vaccine/titer paperwork and require current rabies vaccine certificate or medical waiver to be on file (as per NYS requirements) for all dogs that come into the facility, regardless of the reason (training, daycare, etc).


What is the typical schedule for overnight guests?  


Monday through Friday boarding staff arrive at 6 am for morning potty, play/walks and breakfast. Dogs who participate in daycare will head into the playroom after 6am. In the afternoon, dogs will get a second walk/play/potty break with kennel staff. Early evening, dogs receive their third round of walks, dinner, and play and potty breaks. Dogs who are playing in daycare will return to their rooms for dinner by 6pm. In the evening,  kennel staff carry out the "good night" potties and tuck-ins. On weekends, dogs get extended play sessions in the morning and evening, in addition to regular breakfast and dinner, potty, walks, and play breaks.


What is the feeding and potty schedule?


Dogs are fed twice per day, morning and evening. Food should be brought from home, bagged per meal to ensure that each dog is eating the proper amount.  Accommodations may be made for dogs who have special feeding needs beyond this.  Potty breaks are provided as often as needed, with multiple scheduled play and/or walks daily.


What is the protocol if there is an emergency or a dog becomes ill?  


In the event of illness or injury (with the exception of a true emergency, in which case protocol is to put the dog into the car and transport immediately), you receive a call prior to the veterinarian. We can either take your dog to the closest veterinarian, emergency, or to your veterinarian, depending upon owner preference and severity of the situation. We have first-aid kits on hand and a manager experienced in medical care. Our closest veterinarian hospital is Irondequoit Animal Hospital, located on Hudson Ave.


Is there an emergency fire safety protocol?  Does the fire department know there are animals there and where they are?


Yes, we have a sprinkler system, fire extinguishers, and an emergency evacuation plan, and the fire department is familiar with our facility.


What is your cancellation policy if I need to cancel or shorten my dog's stay?


A non-refundable deposit equal to the cost of the first night's stay is required for all boarding reservations. 7 days advance notice is required to cancel, shorten, or reschedule a boarding stay. If notice is given in less than 7 days a 20% fee will be charged. With less than 3 days, the fee is 50%. If less than 24 hours notice is given, the reservation will be charged in full. A credit card is required to be on file for all reservations.