NYC Closure Information & Reimbursement Requests
NYC Closure Information & Reimbursement Requests
As we prepare to close our NYC location on April 10th,
we’re here to make this transition as smooth and supportive as possible for you and your pup.
We understand this news may come with questions, and we want you to know our team is here to help every step of the way. Below, you’ll find important information about services, memberships, and packages, as well as a form to request reimbursement if applicable.
How Can We Help?
We’re here to support you during this transition. If you have questions, need assistance, or would like to request a reimbursement, please submit the form below. A member of our team will review your request and follow up within 48 hours.
Please note: Premium Memberships will be automatically reimbursed to the original payment method on file—no action is required. If you have a daycare package with unused visits after our closing date, you may submit a reimbursement request through this form.
PUPS NYC – Frequently Asked Questions
We know you may have questions about our upcoming NYC closure. Below you’ll find answers to the most common ones. Our team is here to support you every step of the way.
General Closure InformationOur NYC location will be closing on 4/10/2026.
Will you remain open and operating until then?
Yes. We will continue operating as usual and fulfilling services through our closing date.
Premium Memberships
Daycare PackagesAll daycare packages will expire on our closing date: 4/10/2026.
Can I still use my remaining package visits?
Yes. We strongly encourage you to schedule and redeem any remaining visits prior to our closing date. Our team would love to see your pup enjoy their remaining time with us.
Can the team help me schedule my remaining visits?
Absolutely. Please reach out to our front desk team for assistance.
Will my daycare package be automatically reimbursed?
Daycare packages will not be automatically reimbursed. If you have unused sessions remaining, a reimbursement request must be submitted for review.
Our reimbursement policy is reflected below but we will review all requests on an individual basis as well.
Packages purchased within the last 30 days will be eligible for reimbursement for any remaining unused visits.
30-day packages purchased within the last 60 days will also be eligible for reimbursement of unused visits.
For packages outside of these timeframes, we kindly encourage you to use any remaining visits prior to our closure on April 10.
How do I request a reimbursement for unused daycare visits?
To request a reimbursement, please complete the digital form above. A team member will follow up within 48 hours..
Grooming, Boarding & TrainingYes. All grooming, boarding, and training appointments scheduled on or before 4/10/2026 will be fulfilled as planned.
What if my appointment is canceled?
If an appointment is canceled by us, a member of our team will reach out to you directly.
What if I have a reservation scheduled after the closing date?
If a future reservation extends beyond our closing date, we recommend canceling it directly in Gingr. If not canceled in advance, our team will contact you to cancel on your behalf.
Payments & RefundsWhat qualifies for a refund?
Packages purchased within the last 30 days will be eligible for reimbursement for any remaining unused visits.
30-day packages purchased within the last 60 days will also be eligible for reimbursement of unused visits.
For packages outside of these timeframes, we kindly encourage you to use any remaining visits prior to our closure on April 10. Any requests beyond these guidelines will be reviewed on a case-by-case basis.
How will refunds be issued?
Approved refunds will be issued to the original form of payment, whenever possible.
How long will refunds take to process?
Refunds typically take 10–20 business days to appear, depending on your bank or credit card provider.
Will I receive confirmation of my refund?
Yes. You will receive confirmation once your refund has been processed.
Documentation & RecordsWe recommend downloading or saving any important records (such as vaccination history or report cards) from your account prior to 4/10/2026.
Additional QuestionsPlease reach out to our team directly before 4/10/2026, or contact us at info@pupspetclub.com or call us at
(312) 971-7080.
The Pups Family
We get to know each dog on a personal level. In fact, our team members will likely recall their name before they can recall yours!
