Questions people actually ask
Making an appointment
How late can I book?
Any time before we close. An appointment only has to start before closing time — it does not have to finish before then. If your Fur Baby needs three hours and the last slot is at four, we stay until the job is done properly.
I booked online. Am I on the book?
Not yet. A website request is a request until we confirm it. We check the time against the groomer's day and the service you need, then confirm — and you get an email the moment we do. Nothing is charged and nothing is held until you hear from us.
If the time will not work, we move the request and tell you. You do not lose your place by asking for the wrong slot.
I do not have a smartphone. Can I still book with you?
Yes. Call the studio and we will enter everything for you — you, your Fur Baby, the appointment. You never need a computer to be with us, and you never will.
How far ahead should I book?
Saturdays fill first, then Fridays. If you want a particular groomer or a particular time, book it when you pick your Fur Baby up — that is the easiest moment to get the slot you want.
When are you open?
| Day | Hours | Who we groom |
|---|---|---|
| Tuesday | 11:00 AM – 3:00 PM | Cats and exotic pets only |
| Wednesday | 11:30 AM – 3:00 PM | Dogs |
| Thursday | 11:00 AM – 3:00 PM | Dogs |
| Friday | 11:00 AM – 3:00 PM | Dogs |
| Saturday | 9:00 AM – 5:00 PM | Dogs |
| Sunday & Monday | Closed | — |
Money
What is the deposit for?
A $27.50 deposit holds the chair. It is not an extra charge — it comes straight off your total on the day. The balance is due at pickup.
Why can't you quote me an exact price on the phone?
Because price follows size, coat and condition, and the last one we cannot see down a phone line. A matted coat takes longer and costs more. What we will always do is tell you before we start — never after.
How do I pay?
The $27.50 deposit is paid by card in your Pet Parent portal when you book. The remaining balance is paid by card in the same portal. Card payments run on the studio's own account. We do not take cash.
Is there a charge for not showing up?
Yes, and it is the one we least like charging. A missed appointment with no word forfeits the $27.50 deposit and adds a $35.00 no-show fee — $62.50 in all, due next time you book. Telling us even an hour ahead avoids all of it.
Changing plans
How much notice do you need?
Plenty of notice. Give us that and your deposit moves with you to the new appointment. Less than that and the deposit is not returned — the chair was held and a groomer was rostered for your Fur Baby.
My dog is sick / my car died / something happened.
Call us. Things happen, and we would far rather hear from you than not. We cannot help with a situation we do not know about.
Can I change the time myself?
Ask us and we will move it. Times have to be checked against the groomer's day, so a change is confirmed the same way an appointment is — you will get an email when it is done.
The day itself
How will I know when to come back?
We message you the moment your Fur Baby is ready — a text and an email. That is a real message sent by the groomer standing next to your dog, not an estimate.
How long do I have to collect?
30 minutes from that message. After that it is $27.50 per 30 minutes. This is not really about money: a finished dog waiting in a crate is having a worse day than they need to.
Can I stay and watch?
Most Fur Babies settle faster when their person is not in sight — they stop asking to be rescued and let us work. Drop off, go and get a coffee, and we will message you.
Do you groom two of mine on the same day?
Yes, but book them as two appointments so the day is sized properly. Two dogs in one slot is how a studio runs an hour late by eleven o'clock.
Shot records
What do you need from me?
Current proof of vaccination, before we groom — we cannot groom without it on file. Upload it in your Pet Parent portal, on your Fur Baby's page. We are a paperless studio — a photo of the certificate taken on your phone is all we need.
What if mine has expired?
We will have told you before it did — we watch the dates and remind you. If it has lapsed we may have to reschedule, for the safety of every animal in the building, yours included.
Cats and exotic pets
Do you groom cats?
Yes — on Tuesday, and only Tuesday. That day there is not a dog in the building. It is calmer, quieter and much easier on them.
Can you fit my cat in on a Saturday?
No, and this one is not negotiable. A dog-free day only works if it is actually dog-free. Please do not ask us to bend it — we are protecting your cat.
It is my cat's first groom. Anything I should do?
Yes — and it is required. Cats MUST receive vet-issued calming medication for their first groom, and you will not be seen without proof. Upload your vet documentation (PDF, photo, or vet note) when you book; the Appointment cannot be made without it. Give the medication as your vet directs before you arrive. If the medication was not given, the groomer will not start and the Appointment is cancelled — their safety, and the groomer's, comes before a finished haircut.
Coats and matting
My dog is badly matted. Will you shave them?
Sometimes that is the kind thing to do. Matting hurts, and brushing out a badly matted coat hurts considerably more than clipping it off. Where a short clip is the humane option, we will tell you before we start and let you decide.
Will you ever stop partway through?
Yes, if we have to. If a Fur Baby is too distressed, or it stops being safe to continue, we stop and call you. You pay only for the work done.
Should I tell you about a bite history or anxiety?
Please do. Bites, anxiety, seizures, arthritis, hot spots — anything that makes handling harder. Nothing you tell us gets your Fur Baby turned away for no reason. It is how we keep them safe, and how we keep the groomer safe too.
Texts and emails
What will you send me?
Email is the record — confirmations, receipts, reminders, shot-record notices. Text is for the moment it matters: ready for pickup, a reminder, a change on the day.
Will I get reminders about my appointment?
Yes. We send a reminder the day before and again a couple of hours ahead, so a Saturday appointment made three weeks ago does not quietly slip your mind.
Will you market at me?
No. We message you about your own appointments. That is the whole list.
How do I stop the texts?
Reply STOP to any of them, or tell us and we will turn them off. Appointment texts only go to numbers that agreed to them. Safety notices about your Fur Baby’s care — like the cat calming-medication requirement — go to the mobile on file even without that, until you reply STOP. Email still carries anything you need in writing. Full detail on the text message page.
Your account
How do I sign in?
Enter your email and we send you a code. There is no password to forget. If the code does not arrive within a minute or two, check your junk folder — and tell us, because we would rather fix that than have you hunting for it every time.
Can I see what I have booked and what I have paid?
Yes — both are in your Pet Parent portal, along with your Fur Baby's record and shot documents.
Something on the website is wrong or broken.
Tell us. Use Report issue in the top bar of the portal, or just say it at the desk. It reaches the people who build PAWLUX, and it is far more useful to us than you assuming it is your fault. It usually is not.
Still stuck?
Call the studio, or message us from your Pet Parent portal. A question that took you two minutes to find here and did not get answered is a question we want to add to this page.