FAQs


FAQ’s
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Why do you call your stores, “clubs”? When you join PUPS, we strongly feel that you are becoming part of our family. We call our stores “clubs” because we want you to enjoy the space as if it were an extension of your own home. Our clubs are full-service pet care facilities where you and your dog will have access to a complete suite of services. As a member of PUPS you can use any of our clubs that you desire. All of our clubs are operated in the same manner and generally, offer the same services. For specific information about club service and product offerings, please visit our club page on our website and choose the location that you wish to visit for detailed information. What are your club locations? Please visit our Clubs page for a complete listing of all PUPS Pet Club store locations. What are your club hours? Generally speaking, our clubs are open to the public during the following hours: How do I reach your member services department? Our member services team may be reached by telephone at 312-971-7080 or by emailing info@pupspetclub.com. Please allow 1 business day for a response via email. How do I get in direct contact with a club? Our clubs may be reached by telephone at 312-971-7080 during store hours. You may also send an email directly to a club. Please visit our clubs page for your club’s specific email address. What happens if I need to contact PUPS after hours? Please leave a message via phone or email and a team member will respond to you by the next business day. When can I visit a club? All of our clubs have an open door policy. You may visit the club anytime unannounced during store hours. However, if you are visiting a club for the first time, we recommend you contact us ahead of time to schedule a “Meet & Greet” so a PUPS team member can spend all the time you require to give you a tour and answer all your questions without being distracted. What forms of payment do you accept? PUPS accepts all major credit cards and cash. We also accept checks but only from our Premium Members. When is payment for goods and services due? For the most part, payment for goods and services is due at the time services are rendered. However, there are some services and packages we sell that require payment in advance. Do I need an appointment or reservation for your services? A reservation or appointment is required for every service we offer. We cannot guarantee care for your pet unless you have made an appointment or reservation in advance. Every consideration will be made for last-minute requests as well as walk-ins but there is no guarantee we will be able to be of service to you and your pet unless you have an appointment or reservation. We recommend that you make an appointment or reservation as far in advance as possible. How do I make an appointment or reservation? Reservations and appointments can be made by calling us at 312-971-7080, emailing us at memberservices@pupspetclub.com, or by asking a Member Services Representative at the club. We are working on enhancing our online system to include appointment booking but online appointments are not yet available. What happens if I have to cancel my appointment or reservation? We do our best to accommodate every appointment or reservation. In addition, there are many times that we are turning away new members to accommodate existing ones. Therefore, once an appointment or reservation is confirmed, there will be a cancellation charge if you do not do so within a required timeframe for the specific service. How do I cancel an appointment or reservation? Reservations and appointments can be canceled by calling us at 312-971-7080, emailing us at memberservices@pupspetclub.com, or by asking a Member Services Representative at the club. Please note that every service we offer has a cancelation period. If you do not cancel your appointment or reservation in time, you will incur a cancellation fee. What is your return, exchange, & refund policy? Some of the goods and services that you purchase from PUPS Pet Club are non-refundable such as promotional items, memberships, and packages. The reason that these are non-refundable is because of the discounts they afford our members. All products or services that are non-refundable are indicated as such in the description on your order receipt or indicated as such on our website on the club page where you purchased the product or service. If your purchase is refundable, you may request a refund directly from the club you purchased the product or service. A team member will evaluate your request, and provide a refund if authorized, or escalate the matter to the General Manager.
Do I need to become a member in order to shop at a PUPS Pet Club store? You do not need to be a member to shop at our stores. You may do so anonymously. However, if you would like to earn reward points on your purchases, you must at least become a Basic Member. In order to use services at any of our clubs, you must be a Plus or Premium Member. Is there a cost to becoming a member? There are complimentary memberships as well as paid memberships. Please visit our Benefit and Rewards and Rates pages for more information on our different membership levels and pricing. You may participate in all of our service programs with a complimentary Plus Membership. What is a Premium Membership? A Premium Membership is a paid membership with additional benefits that are not included in our complimentary Plus Membership. What are the benefits of Premium Membership? Premium Membership includes access to the webcams, discounts on daycare, overnights, and pet sitting, priority reservations, 2% cash back on all purchases, and exclusive access to Member Appreciation events. How often do I need to purchase a Premium Membership? Premium Membership has an annual fee. You will need to renew your membership one year from the purchase date. How do I access the Webcams? Log on to your account using a computer or mobile device. There will be a button called “PUP CAMS” – simply click on the button. Webcam access is complimentary for Premium Members. Daily webcam access may also be purchased for a fee. What are the different membership levels? The different levels of membership are dependent on what you would like us to help you with. How do I become a member of PUPS Pet Club? Creating an account takes just a few minutes. Click the SIGN UP link and fill out the required fields.
What are the requirements for my dog to participate regularly in your dog daycare program? Your dog must be friendly with other dogs and people, fully vaccinated per our requirements and spayed/neutered by the time they are 1 year old. He/She must also wear a soft leather or nylon, buckle or clip collar with an ID tag. Why should I schedule a trial day? A trial day is a chance to see how your pup fits in with our pack for daycare. If both you and our team feel like it’s a good fit, your pup may continue to participate in our daycare program. What is included in a trial day? When you purchase a trial day, you will receive all of the benefits of being a Premium Member for a day. When may I schedule a trial day? A trial day may be scheduled any day of the week. In order to get a real feel for whether or not your dog fits well into the pack, we suggest you schedule your trial day during a weekday. How much does a trial day cost? A trial day is the same price as a single day of daycare or puppy playcare, which you purchase when you drop your dog off for daycare, that way you have access to the Webcams for the day. This cost will be rebated if a package or membership is purchased on the same day as the trial day. How do I make a reservation for daycare? Reservations for daycare can be made by calling us at 312-971-7080, emailing us at memberservices@pupspetclub.com, or by asking a Member Services Representative at the club. Reservations may also be made online by logging into your member portal account. What is your daycare reservation cancellation period? Reservations for daycare must be canceled 48-hours in advance. You will be charged a cancellation fee if you do not provide enough notice or fail to show up for your reservation. How do I cancel my daycare reservation? Daycare reservations can be canceled by calling us at 312-971-7080, emailing us at memberservices@pupspetclub.com, or by asking a Member Services Representative at the club. What vaccinations are required? The required vaccinations are rabies, distemper, and bordetella. Canine Influenza is not required but strongly recommended. Does my dog need to be spayed/neutered to play in daycare? We require all dogs be spayed or neutered by 1 year of age. What is the age requirement for daycare? There is no minimum age requirement for daycare. As long as your dog has all of the required vaccinations for daycare, they may participate in the program. What is the weight limit for daycare? Some of our clubs have a weight restriction for daycare. Please visit the page of the specific club you are interested in to find out if there is a weight restriction and what it is. Why do you have a weight limit? While we love dogs of all sizes and would be happy to welcome them into our stores, we have a weight limit at some of our stores because the daycare space is limited. We just don’t think it would be right to cramp a large dog into a small space. However, this weight limit does not apply to any of our other services. What are your hours for daycare? The daycare program runs in conjunction with the store hours. What time is check in and check out? You may check in or check out your dog anytime during store hours. Do you offer half-days or daycare by the hour? None of our clubs offer half day or hourly daycare. What happens if I can’t pick up my dog before 7 PM? There is a $5 per minute late charge for every minute past the store closing time. How many daycare attendants supervise the playgroup? For every 15 dogs that attend daycare, there is one daycare attendant. Do you have any outdoor play space? Please visit the page of the club you are interested in attending to find out if it has outdoor space. Our clubs are designed using state of the art flooring, plumbing, and mechanical systems to insure your dog’s comfort. Although outdoor space would be nice to have, our play areas are cleaner and safer than any outdoor dog park with all the comforts you would expect in an indoor space. Will you walk my dog outside? Yes, all dogs get one walk outside during the day typically between 11:30 AM and 1:30 PM. However, it is very important for you to note that if your dog is not wearing a collar with an ID tag, our team will not be able to walk your dog due to safety protocols. Our daycare dogs are walked in pairs with a fixed length leash attached to your dog’s collar and a slip lead. Due to time restrictions, we cannot dress your dog in a harness for the walk unless they have a specific medical condition that requires it. If that is the case with your dog, you must provide our Member Services team at the club with a note from your Veterinarian explaining the specific requirement of the condition that will prevent us from walking them in the manner of our designed safety protocols. Will you feed my dog at daycare? We have the utmost concern for the well-being and care of your do but due to space restrictions and the nature of the free and open play, we cannot accommodate feedings. Please make sure that your dog is fed in the morning before you arrive at PUPS and/or in the evening after you return home with your dog. Our daycare service is all about socialization and exercise, Since our dogs remain active during most of the day, we find that they physically adjust very well to our program. This requires our members to acclimate their dogs to a two meal a day feeding regimen – once before daycare and once after. However, should your dog have a medical condition that requires feeding in the middle of the day, we will be more than happy to accommodate you. We simply just need you to provide a note from a licensed Veterinarian explaining the condition and the purpose of the feeding. What type of collar does my dog need to wear? We require that your dog wear a leather soft-buckle or nylon clip collar to daycare. We also require that your dog has a name tag with your phone number attached to the collar. Please note that due to the nature of play between dogs in daycare, your dog’s collar may be damaged or even destroyed. Therefore, our team strongly suggests that your dog wears an inexpensive collar when attending daycare. PUPS is not responsible for repairing or replacing damaged collars. Is there scheduled nap time? No, but it is highly likely that your dog will adapt to the pack’s schedule which always includes some self-regulated downtime. Why does my package have an expiration date? Packages have expiration dates because they are expected to be used within a certain period of time. This is because our members are given deep price discounts on daycare. In exchange for these discounts, we require that our members use the package credits within a certain period of time. What happens if I have not used all the credits in my daycare package before the expiration date? Since PUPS offers such a significant discount on our daycare packages, we require you to use them within the required expiration period. PUPS cannot reactivate an expired package so if you do not use them you will lose them. However, every member is allowed to suspend their package one time during the active life of their package. This holds true for any and every type of package you have purchased. Therefore, with good planning or by timely informing a PUPS team member of an unexpected situation, you should not ever have a package expire with credits remaining. How do I suspend my package? Please contact a member service representative and tell them the day you would like your package to be suspended. How do I reactivate my package? Please contact a member service representative and tell them you would like to reactivate your package. The number of days between your suspension date and reactivation date will be added to the expiration date of your package. What package is right for me? The easiest way to determine what package is right for you is to speak to a Member Advisor. Generally speaking, you should consider the exercise and socialization needs of your dog and your budget. The largest discounts are given to our members who use the service at least 4 times a week. However, there are other great package options available for those who want to use the service 1-3 times per week. You should always plan for the future when considering a package as every package we sell will expire 10 weeks from the date of your first redemption. What happens if my package expires? With the right package and planning, this should never happen. Every package should be purchased with your utilization in mind. Additionally, if something planned like a vacation comes up or even something unexpected like your dog gets sick, you can suspend your package. Every package you purchase has a one-time courtesy suspension which will extend the life of your package equal to the period of time from the day you suspend it to the day you reactivate it. In the end, PUPS has a use it or lose it policy. If you haven’t planned correctly or suspended your package in a timely manner, you will have to use all of the credits before the expiration date or they will simply expire. What are the risks of having my dog participate in daycare? 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 team. 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 How do you handle aggressive dogs? Every attempt is made to assimilate a dog into our pack. Each dog is given every opportunity to socialize properly. If a dog shows aggression towards other dogs in the pack, we will use proper animal behavior modification techniques to correct them. All of our techniques are humane and taught to our team by a Master Trainer and Animal Behaviorist. Some dogs’ behavior will require them to be separated from the pack. Those dogs are put in time out in a crate or cage for a period deemed necessary by the Lead Daycare Attendant. If a dog’s behavior is repeatedly disruptive and is deemed a serious hazard to other dogs in the pack, we will notify the pet parent and the dog will be removed from the daycare program. What happens if my dog gets hurt during daycare? PUPS makes every effort to make sure all dogs are returned to their pet parents happy and healthy. However, there are some things that are beyond our control. When you sign our Member Service Agreement you agree to assume the risks of your dog being injured while they are in our care. If that is to happen, we will immediately inform you of the incident. If the injury is serious enough, we will immediately seek medical attention for your dog. The medical costs of any required treatment of your dog will be your responsibility.
What are the requirements for my dog to participate regularly in your puppy playcare program? Your dog must be friendly with other dogs and people, have up to date vaccinations as required by their age, and be less than 20 weeks old. What vaccinations are required for the Puppy Playcare? Updated vaccines are required per your puppy’s age and veterinarian’s recommendation. How often are the puppies walked? A PUPS Team member will walk your puppy every 2 hours starting at 10:00 AM. followed by 12:00 PM, 2:00 PM, 4:00 PM, and 6:00 PM. Is there a weight limit for Puppy Playcare? No, all puppies of all breeds and sizes are welcome. What are the age requirements for Puppy Playcare? Your puppy must be at least 8 weeks of age to participate in the program. They may continue to participate in the program until they are 20 weeks. However, many pet parents graduate their puppies to the daycare program as soon as their puppy has had their rabies vaccination – usually given around 16 weeks of age. If you feel that your puppy has a little more growing up to do before he or she plays with some of the older and bigger dogs in the daycare program, we do offer the option for your puppy to remain in the puppy playcare program until they are 20 weeks old. Will you feed my dog at Puppy Playcare? We can feed puppies with food pet parents provide per your instructions at the time of drop off. The food you provide for your dog must be packed in a disposable bag with his/her first and last name on it. How many puppies are in the puppy playcare room at one time? It depends on which club you are attending but there is constant supervision and we assure you there will always be enough space for your puppy to play and have fun. What happens if I have not used all the credits in my Puppy Playcare package before the expiration date? Since PUPS offers such a significant discount on our daycare packages, we require you to use them within the required expiration period. PUPS cannot reactivate an expired package so if you do not use them you will lose them. However, every member is allowed to suspend their package one time during the active life of their package. This holds true for any and every type of package you have purchased. Therefore, with good planning or by timely informing a PUPS team member of an unexpected situation, you should not ever have a package expire with credits remaining. May I transfer any remaining credits on a Puppy Playcare package to a Daycare package? Yes, when your puppy graduates the Puppy Playcare program, remaining credits on the Puppy Playcare package can be applied to a new Daycare package. How do I suspend my package? Please contact a member service representative and tell them the day you would like your package to be suspended. How do I reactivate my package? Please contact a member service representative and tell them you would like to reactivate your package. The number of days between your suspension date and reactivation date will be added to the expiration date of your package. What package is right for me? The easiest way to determine what package is right for you is to speak to a Member Advisor. Generally speaking, you should consider the exercise and socialization needs of your dog and your budget. The largest discounts are given to our members who use the service at least 4 times a week. However, there are other great package options available for those who want to use the service 1-3 times per week. You should always plan for the future when considering a package as every package we sell will expire 10 weeks from the date of your first redemption. What happens if my package expires? With the right package and planning, this should never happen. Every package should be purchased with your utilization in mind. Additionally, if something planned like a vacation comes up or even something unexpected like your dog gets sick, you can suspend your package. Every package you purchase has a one-time courtesy suspension which will extend the life of your package equal to the period of time from the day you suspend it to the day you reactivate it. In the end, PUPS has a use it or lose it policy. If you haven’t planned correctly or suspended your package in a timely manner, you will have to use all of the credits before the expiration date or they will simply expire.
What’s included in a full groom? A full groom includes a bath, blow-dry, brush out, styling, nail-clipping, ear cleaning, and anal gland expression (if requested). What’s included in a bath? A bath includes a bath, blow-dry, brush out, ear cleaning, nail-clipping, and anal gland expression (if requested). How long does it take to do a full groom for my dog? The length of the groom depends on the size of the dog and the services requested, but we typically estimate 2-3 hours. When you check in your at the club, you will meet with a groomer who will give you a more specific time frame. How long does it take for you to give my dog a bath? The length of the bath depends on the size of dog and breed of your dog, but we typically estimate 1-2 hours. When you check in your dog at the club, you will meet with a groomer who will give you a more specific time frame. How should I communicate my grooming requests to PUPS? Although we appreciate every email, picture, and any other information you provide to our team members about the way you want your dog styled, nothing is better than when you directly communicate what you want to our professional groomers. When you check-in for grooming you should expect to speak with your groomer so he/she can check your dog over and directly understand exactly what you want. The groomer will also take the time to provide you with an estimate of all charges. How long is my dog eligible for a Puppy Works groom? Puppies who are 5 months and under are eligible for Puppy Works. What is a Puppy Works groom? The Puppy Works groom is really only meant to familiarize your puppy with the grooming process. This is important so they become accustomed to groomers working with them. The earlier you start grooming your dog, the easier and more pleasant the grooming process will be for your dog. Regular groomings starting at an early age almost guarantee a stress-free experience for your dog. What is the difference between a Full Groom and Puppy Works groom? A puppy works groom is only a bath plus a face, feet, and fanny trimming. A full groom is a bath and a full body haircut. Many new puppy parents don’t know exactly which service they would like. It’s important that you speak to the groomer and clearly explain what you would like before we begin service. We don’t recommend a full groom for your puppy but we can do it if you would like. However, if you want a full-body haircut, you will have to pay the full-body price. What vaccinations are required for grooming? For adult dogs, the only required vaccination is rabies. For puppies under the age of 16 weeks, updated vaccines are required per your puppy’s age and veterinarian’s recommendation. How much time do I have to pick up my dog after their groom is complete? We will call you when about 20-30 minutes before your dog is finished with their bath or groom. Once your dog is finished, you will have 30 minutes to pick him/her up. What happens if I cannot pick up my dog from grooming in the allotted time? If you cannot pick up your dog within required pick up time, additional care will be required for your dog. If that is the case, you will be charged for a single daycare day in addition to your groom or bath.
Is there a PUPS team member on site to supervise the dogs that spend the night at one of our clubs? No, we put the dogs to sleep in separate quarters at 11:00 PM. At that time, we lock the facility, set the alarm system, and notify the Manager on Duty. The Manager on Duty monitors the dogs remotely via our security system throughout the night. PUPS team members are back in the club at 5:00 AM. What is the difference between overnights and pet sitting? Overnight boarding is when your dog stays overnight at one of our clubs. Pet Sitting is when your dog stays the night at the home of one of our PUPS team members. What time may I check in my dog for an overnight? You may check in your dog for overnights at the store anytime during club hours. What time do I have to check-out my dog? You may check out your dog anytime during store hours. However, if you check out your dog after 12:00 PM on your day of check out, a charge for daily daycare will be added or if you have a package, 1 credit will be deducted from your package. May I use my daycare package credits towards my overnight charges? At the present time, your daycare credits cannot be applied towards your overnight charges. We are working on a system enhancement to allow for the use of daycare package credits to be applied to overnights. What do I need to bring? Please bring enough food for your dog for his/her entire stay. Please do not bring more food than what is necessary. Food should be placed in disposable bags portioned by meal and marked with their first and last name on it. We have plenty of dog beds and blankets, so please do not bring your own. Also, because some dogs can be possessive over toys, please do not bring any toys either. Will you give my dog medications? We will give your dog medications as per your instructions. The instructions must be carefully written and signed off by you when you check in your dog. Where do the dogs sleep? PUPS provides a social and cageless environment for overnights at our clubs up and until 11:00 PM. At that time, you dog will go into a sleeping run or appropriately sized crate with comfortable bedding. We wake the dogs up again at 5:00 AM to start the feedings, walks, and administer any medications. They will then start daycare again at 7:00 AM. When will you feed my dog? Feeding times are in the morning before 7:00 AM and in the evening after 7:00 PM. When will you walk my dog? Dog walks are first thing in the morning, midday, and in the evening. What vaccinations are required for Overnight boarding? The required vaccinations are rabies, distemper, and bordetella. Canine Influenza is not required but is strongly recommended. What are holiday surcharges? During the holidays, the demand for overnights increases tremendously. In order to ensure your dog is being cared for in the same manner as he/she would during a less busy time, we need to bring in additional resources. The holiday surcharges help us cover the cost of those resources. Why do you require non-refundable deposits for overnights during the holidays? When you make a reservation, we guarantee we will care for your dog during the holidays when you are away. We commit resources to helping us achieve that goal well in advance of the holiday. In addition, since space is limited, we typically have to turn members away. Therefore your dog’s spot means we have to turn away a dog from another member. How should I decide what training program is right for me and my dog? The training program you choose should depend on your training goals, your budget, and the time you have to invest in training your dog. There are three different options for training your dog: classes, private lessons, and bootcamp. If you are unsure about which program is right for you, we suggest you meet with one of our dog trainers or behaviorists. When do you hold classes? Please visit our training page to see the date, time, and location of the class you are interested in attending. Do classes have an age requirement? The only age requirement for any class is the puppy classes. Dogs that participate in any of the puppy classes must be 12 months or less. How can I figure out what class my dog should take? Your dog’s class level depends on their experience and proficiency. Just because you and your dog have attended classes at another training center, does not mean they would be qualified to be in intermediate or advanced classes at PUPS. How do Private Training lessons work? Private training is typically scheduled on evenings and weekends. Sessions are scheduled at the member’s convenience. Training lessons are typically 1 hour in duration but are more goals based than anything else. Sessions are typically held at a club unless there is a specific concern that needs to be addressed outside the club – like separation anxiety in the member’s home. What vaccinations are required? For adult dogs, the only required vaccination is rabies. For puppies under the age of 16 weeks, updated vaccines are required per your puppy’s age and veterinarian’s recommendation.
What kind of pets can you pet sit for? PUPS pet sitters can pet sit for both dogs and cats. Where will my pet stay? Your pet will stay at the home of one of our PUPS team members. All PUPS pet sitters are employees of PUPS Pet Club. Where do I drop off and check in my pet for pet sitting? You will drop your pet off and check in for pet sitting at the club of your choice. They will then be transported to the pet sitter’s house at no additional cost to you. In most cases, your pet will stay at the pet sitter’s house during the entire stay and then be transported back to the club on the day of check out. However, in some but not all instances when pet sitting for dogs, the pet sitter will bring the dog to and from a club for daycare. What time may I check in my dog for pet sitting? You may check in your pet for pet sitting at the store anytime during club hours. What time do I have to check-out my pet? You may check out your dog anytime during store hours. However, if you check out your dog after 12:00 PM on your day of check out, a charge for daily daycare will be added or if you have a package, 1 credit will be deducted from your package. What does my pet do during the day at the pet sitter’s home? During the day the pet sitter will look after your pet. Your pet will be free to enjoy the pet sitters home as if it were their own. The pet sitter may also choose to bring your dog to a club for daycare. Either way, your dog will get plenty of love, attention, and exercise during the day. Will there be other pets at the pet sitter’s home? It depends. Some of the pet sitters have dogs and other pets. Also, some of our pet sitters will pet sit for more than one pet at a time. If this is a particular concern of yours, please let us know in advance so that we can match you and your pet to a pet sitter that will suit your needs. What should I bring for pet sitting? Please bring enough food for your pet for his/her entire stay. Please do not bring more food than what is necessary. Food should be placed in disposable bags portioned by meal and marked with their first and last name on it. We also require you to bring a leash as well as a soft nylon or leather collar with an ID tag. What vaccinations are required for Pet Sitting? The required vaccinations are rabies, distemper, bordetella. Canine Influenza is not required but is strongly recommended. Will you give my pet medications? We will give your pet medications as per your instructions. The instructions must be carefully written and signed off by you when you check in your pet. Where do the pets sleep? The pets sleep wherever they are comfortable in the pet sitter’s homes. No crates or cages are used for sleeping. Do you offer pet sitting in my (PUPS member) home? No, we only offer pet sitting out of the homes of our professional pet sitters. What are holiday surcharges? During the holidays, the demand for overnights increases tremendously. In order to ensure your pet is being cared for in the same manner as he/she would during a less busy time, we need to bring in additional resources. The holiday surcharges help us cover the cost of those resources. Why do you require non-refundable deposits for pet sitting during the holidays? When you make a reservation, we guarantee that we will care for your pet during the holidays when you are away. We commit resources to helping us achieve that goal well in advance of the holiday. In addition, since space is limited, we typically have to turn members away. Therefore your pet’s spot means we have to turn away a pet from another member.
What are the requirements for my dog to be walked? For every service we offer including dog walking, we require that each member establish an account, setup your profile, setup your pet’s profile, and sign the Member Services Agreement. We also require that you provide proof that your dog is current on the vaccinations required for dog walking. For our Dog Walking service, we also need you to complete a Meet & Greet at your home with a PUPS team member. Do you have any restrictions on the size or breed of dogs that you walk? We have absolutely no restrictions on size or the breed of your dog. Your dog simply needs to be well tempered and not aggressive towards people. When can I setup a Meet & Greet for Dog Walking? Please call or email our Member Services team to inquire about setting up a Meet & Greet. Meet & Greets will be scheduled at a mutually convenient time. When may I schedule my dog to be walked? Regularly scheduled weekday walks are performed Monday through Friday between 10AM and 3PM. You may request a more specific time with that window and we will do our best to accommodate you. However, we do not guarantee a specific time to perform the walk. This is to respect our dog walker’s ability to visit each member in a timely, efficient, and safe manner. How long are the visits? Every walk consists of is 25 minute visit. The start time of the visit is the moment that we arrive at your home. The end time is the moment we leave the apartment. Please note that if you live in a doorman building and your doorperson does not promptly hand our walker the keys to your apartment, your walk may be cut short. What if I need my dog walked before 10AM or after 3PM on the weekdays, on the weekends, or during a holiday? Walks on weekdays before 10:00AM or after 3:00PM will incur an additional charge. Weekend and Holiday walks will also incur an additional charge. For a list of these additional charges, please visit our Rates page. Do you still walk during inclement weather? Unless you cancel the walk, we will perform the visit. However, we may shorten the amount of time that we spend outside if weather conditions are unsafe for your dog and the walker. The full 25 minute visit will be honored, but may include more time inside playing with your dog. Do I need to give you keys? All of our members are required to provide us with two sets of keys. One set is active and will be stored in a lockbox that we will provide outside of your home. The other set is a back up which will be kept in a lockbox at our Headquarters. For those members who live in buildings with a concierge or door person that maintains a set of keys to your home, you will need to make sure that any representative from PUPS Pet Club may gain access to the apartment. Please note that if there is any significant delay in gaining access to your apartment because of a missing or non functioning set of keys that are supposed to be provided to us by your concierge or door person, it will be counted against your total visit time. In addition, if we are unable to gain access with the keys provided to us by your concierge or door person then you will still be charged fully for the visit. What is the set up fee for? We require a $40 set up fee to cover the time of the Meet & Greet as well as the cost and installation of our standard PUPS lockbox. We standardize all of our lockboxes to ensure that we are reliably able to easily gain access. In the event you discontinue services with PUPS the lockbox will be yours to keep. Can you do anything else besides walk my dog during the visit? Yes, we are happy to accommodate all kinds of dogs and their needs at home. *Feeding and Playtime counts towards the set 25 minute total visit length.* Who will be walking my dog? All of our dog walkers are employees. We perform background checks on every dog walker. Our team member go through extensive performance and safety training at a club and directly with a dog walking team leader before given the opportunity to walk your dog. Every one of them has pledged to follow our guidelines that help insure your dog’s health and safety. They are PUPS certified before they step foot into your home or come in contact with your dog. How do I schedule walks? Once you have completed your account, Meet & Greet, and we have your dog’s vaccination records on file, you may schedule by calling or emailing our Member Services team. You may also login to your account schedule walks online. What is your cancellation policy for your dog walking service? Cancellations must be made at least 48 hours before your scheduled service. Members that do not cancel a scheduled walking service on time will be subject to a cancellation fee. Timely cancellations must be made to respect the time and schedule of your dog walker. Will you provide me with updates on my dog? We will send you detailed PUPdates and photos for each & every visit! How many dogs do you walk at a time? We only provide one-on-one walks. All of our walks are done on the leash with an extra slip lead or slip collar for safety. We provide the safest and most individualized care possible. This means no unnecessary risks. Can I freeze or modify my package? All walking only packages may be frozen once during the active life of the package. Packages become active on the day of your first redemption. When you suspend your package, no redemptions can be made. Once you reactivate your package, the total number of days between when you suspended your package and when you reactivate it will be added to your expiration date. The Weekly Wag and Weekly Wiggle combo packages which combine Daycare and Walking services cannot be suspended or modified in any way. What is a combo package? Combo packages combine daycare and walking into one package. The days for each service are pre-determined and cannot be modified, cancelled, exchanged, or in any way carried over to subsequent weeks. How is your dog running service different from dog walking? Some of our PUPS certified dog walkers are also runners. These team members will take your dog for a run instead of a walk. They’ll jog at a pace that is appropriate for your dog. This service is intended as more of a workout to provide your dog with the exercise they need. What vaccinations are required for dog walking? We require your dog to be current on their rabies and distemper vaccinations for the dog walking or dog running service.
What services does your vet offer? Puppy, Adult, and Senior Wellness packages and exams, vaccinations, fecal testing, and more for dogs and cats. Do I have to be there when my dog sees the vet? No, you can schedule an appointment for a day when your dog will be in daycare, and we can pull your pup out and have them vaccinated and ready for you to pick up. What is your transportation range for pick ups and drop offs? Please visit your Club’s page and reference the transportation boundaries. Your club’s General Manager does have the ability to make exceptions to their transportation boundaries. Please inquire with the club’s General Manager if you wish for them to make an exception. Please contact your club’s General Manager to speak to them about making an exception. Why is your transportation range limited? All of our transportation is done on foot. We will walk your dog to and from our club. Occasionally, a PUPS team member will use their personal vehicle to transport your dog. What is the difference between One-Way transport and Round-Trip transport? A One-Way transport is when your dog is transported one time in a day from your residence to a club or from a club to your residence. A Round-Trip when your dog is transported both to and from the club in one day. A round trip may not be split up between two days. Therefore, in the event your dog is transported to and from a club for overnight pet sitting or boarding, you will be charged two, One-Way transport fees. What time can you pick up or drop off my dog? The two windows for pickup and drop off are between 9:00 AM – 11:00 AM and 3:00 PM – 7:00 PM. No pickup or drop off time is guaranteed. Therefore, we will not be able to honor a request for a specific pickup or drop off time. However, we will always do our best to accommodate your requests. Will you transport my dog between clubs for a service that may not be offered at my home club? Yes, we offer complimentary concierge transport for your dog between clubs for our pet sitting and overnight services exclusively. After you check in at your home club, your dog will be transported to one of our clubs that provides the service for their stay with us. On the day your dog is scheduled to check out, they will be transported back to your home club. Do you offer transportation packages? It’s not on our rate card but depending on the pickup and drop off location as well as the frequency that you will use transportation, we will create a custom package for you. A transport package must be purchased in conjunction with a daycare or puppy playcare package and cannot be purchased individually. Please be advised that the same expiration rules that apply to our daycare and puppy playcare packages will apply to transportation packages. Additionally, transport package credits will be deducted from your daycare or puppy playcare package on the day you use a credit from that package regardless of whether or not you use the transport credit on that day.
Monday through Friday 7:00AM – 7:00PM
Saturday 9:00AM – 5:00PM
Sunday 11:00AM – 4:00PM
All clubs will be closed during major US holidays. Please check your particular club for specific hours.
Basic Members are only permitted to purchase retail goods. Plus Members have signed our Member Service Agreement and are permitted to use our services. Premium Members have signed our Member Service Agreement and have purchased the premium membership for all of its additional member benefits.
-Sore joints and muscles
-Fatigue
-Strained tendons and ligaments
-Various strains of kennel cough
-Airborne viruses
-Common colds
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