General FAQs
Why do we require our clients to sign an agreement/waiver?
We feel that we are partners in your dogās care. As partners, itās important to be clear on what each can expects and rely on from the other. We require that our clients read and sign agreements to ensure that for all parties participating in any of our services we clarify expectations and are transparent about protocols and accountability.
Can I use your daycare service if I have a senior dog, a dog with special care needs (physical or behavioural)?
At Good Dog, we are equipped and educated to deal with a wide variety of needs that our furry friends present us with. We have a customized approach to all dogs that we have the pleasure of taking care of and have vast experience providing top quality care to dogs with special considerations. We are honoured to be able to care for your senior or special needs dog, as long as we are the right fit for your dog (meaning your dog will be able to successfully be cared for by our team).
Do I need to book in advance for Daycare days?
We can only safely and responsibly take a certain amount of dogs per day, so booking ahead is the best way to ensure you get your doggy in on the days you want! You can always call or text in the morning to see if we have extra space to squeeze you in :)
Do I need to come on the same day(s) each week?
No, however, in order for us to be able to maintain consistency in scheduling and deliver the amazing day your dog has each time they visit, we recommend keeping their days relatively consistent and create a standing reservation if you have a set day you would like to bring your dog every week.
What if I need to cancel a day last minute on the same day? Do I need to let you know?
Yes, we look forward to having your dog with us and plan our team schedules based on how many and which dogs are coming each day, so we ask that you let us know in advance, if you will not be attending your regular scheduled day, so we can adjust our plans accordingly. We understand that life happens and you donāt always know in advance, so if you do need to cancel last minute, donāt worry, we understand and will look forward to your pups next visit and you will not be charged for that day. If it turns out that regular scheduled days are not the best option for you, as you have to cancel last minute or you do not show up for a scheduled visit frequently, itās best to cancel your standing reservation and move to our more flexible drop in option.
Can my dog get sick or injured at daycare?
Our team gets a great amount of training and continuing education to ensure that they are maintaining appropriate and positive play between dogs, however, it is possible for dogs to get scratched, punctured or otherwise injured during playtime or care.
Serious injuries can also occur, quite like children on a playground or doing sports. Our focus at Good Dog is on prevention of negative social experiences, through understanding of dog behaviour and body language. We do everything we can to ensure the well-being of every dog in our care.
Just like us, dogs are also susceptible to spreading sickness between them. Please refer to the section on Vaccinations and Health Requirements for more information on how we do everything we can to prevent spread of illness between our furry guests.
What should I expect when I drop off my dog the first time?
You will receive an appointment time for your First Day Visit. When you come into our lobby, our reception team will greet you. Then, the caregiver who will be doing your dogās assessment will be called to come and greet you, meet your dog and ask a few questions. Your dog will then be taken through then barn door and star their assessment process! Your dog will be assessed with people, other dogs, larger groups, smaller groups as well as in our different lodging options. The first day is different for each dog and we take our time to set your dog up for success.
To ensure the safety for everyone:
Never allow your dog to wander around the property off-leash. Even a quick potty at drop off or pick requires you to leash your dog.
Unless escorted on a pre-booked tour from our office, do not enter any area through gates or doors or around buildings. There could be loose dogs and opening gates will put them in harmās way.
Should I feed my dog before I arrive?
Your dog should eat no later than 1.5 hours before coming to Good Dog. Our furry guests get to play as soon as they are dropped off, and running on a full stomach can lead to serious health consequences. If you canāt feed your dog this early before coming to the Ranch, simply let us know and we will hold off on letting your dog play until the appropriate time has elapsed or we can give your dog a meal break after some morning play time.
Why is my dog so tired at the end of the day?
One of the great benefits of having your dog visit the Ranch is they do go home tired! Often, our furry guests are not used to the amount of exercise that they get while playing in a group environment or playing one-on-one constantly throughout the day with one of our Caregivers. Our Training Team have designed the dogsā schedule at Good Dog to ensure that no matter what, your dog gets an appropriate amount of mental and physical stimulationand rest breaks to ensure that they are satisfied at the end of the day. If you have a dog that gets overly tired (often times this occurs in puppies and seniors), we will give them additional naps or breaks as needed.
Why do you nap the daycare dogs?
Not all dogs are napped equally at Good Dog. Puppies and Seniors are all on a special nap rotation to make sure their specialized requirements for rest are being met. Our adolescent and adult daycare guests are all given a break midday. Trust us, they need it! Napping your dog helps to break up their day with a mental and physical break from play and activity. They need this to stay healthy, both in body and mind. Over-stimulation leads to high levels of stress, and the amount of exercise they get will put too much physical strain on their bodies without breaks. Some dogs with high drive or anxiety will also get breaks to help keep their stress levels down.
Sometimes, your dog also may be given a break before pick-up time. This helps to send them home in a calmer state, rather than coming right off of play and into your car. As always, we take a custom approach for each and every dog to make sure we are optimizing their care needs.
Why does my dog drink so much when I pick him/her up? Why does my dog pee/poo when they get home?
Fresh water is always available in all spaces your dog enjoys at Good Dog. After such a great amount of exercise, dogs will likely need to do some serious re-hydration at the end of the day! Also, sometimes dogs find playtime distracting and may not drink as much during the day as they normally would if they were at home.
Please note: do not allow your dog to gulp down large amounts of water when they get home (i.e. ā do not refill their bowl right away if they drink it all). This can lead to a medical condition called ābloatā, which can be very serious.
The same goes for eliminating when they get home - they may have been so distracted by the fun of the day, they have been holding their last pee/ poo for you! This does not mean they havenāt eliminated during their day with us.
What are your vaccination & health requirements for daycare & boarding?
All dogs must be up to date on their vetās schedule for Bordatella/Kennel Cough, Parvo/Distemper and Rabies.
We require that dogs come into our facilities without fleas, and the only way to do this is to be on preventative medication year-round. This is a requirement, though it is over-the-counter, therefore it is on the good faith system.
We highly recommend your dog be regularly de-wormed to ensure they remain free of parasites that can be passed on to other dogs. We require that dogs come into our facilities in a state of health that does not put your dog or our other doggy guests at risk.
To ensure this, your dog must be free of any injuries or pain that may be inflamed or irritated by play, as well as being free any of the following symptoms for 24 hours prior to any visit: green or yellow discharge from eyes/nose, vomiting, diarrhea, unusual coughing or sneezing and free of ticks and worms to the best of your knowledge.
What if Iām not exactly sure about the dates or my plans change?
We understand plans change! Please let us know as soon as you can if you plan to alter or cancel your Boarding booking.
A Cancellation Fee of $49 will be charged for any bookings cancelled within 72 hours (3 days) of your drop off day.*
Are there times of the year that you have exceptions?
During long weekends, Spring Break, Summer and Winter Break, there is a $10/night Peak Season charge added to boarding rates.
What do you do if my dog gets sick or injured in your care?
Our team is trained to be constantly aware of your dogās health and wellness. If there appears to be an injury or illness, an assessment is done and if a trip to the veterinarian is required, we will arrange to ensure that the dog gets treatment in a time sensitive manner. We will always stay in communication with you.
Can I use your boarding services if I have a senior dog or a dog with special care needs (either physical or behavioural)?
At Good Dog, we are equipped and educated to deal with a wide variety of needs that our furry friends present us with. We have a customized approach to all dogs that we have the pleasure of taking care of and have vast experience providing top quality care to dogs with special considerations. We are honoured to be able to care for your senior or special needs dog, as long as we are the right fit for your dog (meaning your dog will be able to successfully be cared for by our team).
Why is my dog so tired when they come home from boarding?
One of the great benefits of having your dog visit the Ranch is they do go home tired! Often, our furry guests are not used to the amount of exercise that they get while playing in a group environment or playing one-on-one constantly throughout the day with one of our Caregivers.
Our Training Team have designed the dogsā schedule at Good Dog to ensure that no matter what, your dog gets an appropriate amount of mental and physical stimulation and rest breaks to ensure that they are satisfied at the end of the day. If you have a dog that gets overly tired (often times this occurs in puppies and seniors), we will offer them additional naps or breaks as needed.
Why does my dog drink so much when I pick him/her up? Why do they pee/poo when they get home?
Fresh water is always available in all spaces your dog enjoys at Good Dog. After such a great amount of exercise and fun, dogs will likely need to do some serious re-hydration when they get home! Also, sometimes dogs find playtime distracting and may not drink as much during the day as they normally would if they were at home, so when they reunite with their familiar water bowl, they may dive right in.
Please note: do not allow your dog to gulp down large amounts of water when they get home (i.e. ā do not refill their bowl right away if they drink it all). This can lead to a medical condition called ābloatā, which can be very serious.
The same goes for eliminating when they get home - they may have been so distracted by the fun of their stay, they have bee holding their pee/poo for longer periods. This does not mean they havenāt eliminated during their stay with us.
Should I feed my dog before I arrive?
Your dog should eat no sooner than 1.5 hours before coming to Good Dog. Our furry guests get to play as soon as they are dropped off, and running on a full stomach can lead to serious health consequences. If you canāt feed your dog this early before coming to the Ranch, simply let us know and we will hold off on letting your dog play until the appropriate time has elapsed or we can give your dog a meal break after some morning play time.
Where will my dog sleep?
Your dog will have his/her own space to get cozy and enjoy some much needed rest. We recommend that you speak to us about what you think your dog will be most comfortable in ā normally, we try to mimic how they sleep at home as much as possible. For example: if they sleep loose in the house, we normally recommend a Suite and if they sleep in a crate at night, we have all types and sizes of these too (Cozy Kennel option!).
What should I expect when I drop off my dog the first time?
You will receive an appointment time for your First Day Visit. When you come into our lobby, our reception team will greet you. Then, the caregiver who will be doing your dogās assessment will be called to come and greet you, meet your dog and ask a few questions. Your dog will then be taken through then barn door and star their assessment process! Your dog will be assessed with people, other dogs, larger groups, smaller groups as well as in our different lodging options. The first day is different for each dog and we take our time to set your dog up for success.
To ensure the safety for everyone:
Never allow your dog to wander around the property off-leash. Even a quick potty at drop off or pick requires you to leash your dog.
Unless escorted on a pre-booked tour from our office, do not enter any area through gates or doors or around buildings. There could be loose dogs and opening gates will put them in harmās way.
What are your vaccination & health requirements?
All dogs must be up to date on their vetās schedule for Bordatella/Kennel Cough, Parvo/Distemper and Rabies.
We require that dogs come into our facilities without fleas, and the only way to do this is to be on preventative medication year-round. This is a requirement, though it is over-the-counter, therefore it is on the good faith system.
We highly recommend your dog be regularly de-wormed to ensure they remain free of parasites that can be passed on to other dogs. We require that dogs come into our facilities in a state of health that does not put your dog or our other doggy guests at risk.
To ensure this, your dog must be free of any injuries or pain that may be inflamed or irritated by play, as well as being free any of the following symptoms for 24 hours prior to any visit: green or yellow discharge from eyes/nose, vomiting, diarrhea, unusual coughing or sneezing and free of ticks and worms to the best of your knowledge.
What time is check in for a boarding reservations?
Your dog will settle in better on their first night if they get the full day of play! If you can, please have your dog checked in before 10am for their boarding stay. The best time of day for boarding drop-offs is between 9am-10am, when the Daycare crew is mostly arrived.
Do I have to let you know when I am planning to pick up from a boarding stay?
Please let us know when we can expect you, so we can ensure your dogās belongings are packed up and he/she is all ready to go home! This also impacts our ability to time your pre-booked grooming services to optimize that fresh new look or beautiful spa smell.
What are your vaccination & health requirements for group classes?
All dogs must be up to date on their vetās schedule for Bordatella/Kennel Cough, Parvo/Distemper and Rabies. Titre testing is accepted.
We require that dogs come into our facilities in a state of health that does not put your dog or our other doggy guests at risk. To ensure this, your dog must be free of any injuries or pain that may be inflamed or irritated by training, as well as being free any of the following symptoms for 24 hours prior to any visit: green or yellow discharge from eyes/nose, vomiting, diarrhea, unusual coughing or sneezing and free of ticks and worms to the best of your knowledge.
What training methods do you use?
Training should be fun for both ends of the leash. We use play based training methods that include positive reinforcement, food and games and never use ācorrectionsā, or employ methods that cause fear or pain for your dog. At the core of our philosophy is enjoying the process for the dog and handler, and working towards a better relationship. We donāt rely on any one method of training or tool when helping any client meet his or her training goals, as not every method works for each dog and handler. We work closely with you to customize a training plan to suit your dogās unique personality, including various methods and tools.
Should I book private training or a group class?
The option to book Private Training or a Group Class will depend on your availability, training goals and your preference. Private Training is ideal for those clients that have a busy schedule and canāt commit to a set of classes, as well as those individuals who are dealing with a problem behaviour that is not addressed in a Group Class setting. Some clients also prefer having the trainerās undivided attention to work through their goals faster, one on one, and therefore, Private Training would be appropriate.
How do I set up a private session with a trainer or register for a group class?
Upon contacting us, a member of our Client Care team will help you complete your customer profile, either through a self service link we can send you or by collecting some important details over the phone, whichever you prefer. For convenience, we have fully encrypted integrated credit card processing directly through your profile, so we can quickly and easily process your payment and youāll always have a record of your services with us to refer back to. We also have a waiver/agreement for you to sign in your profile. Once your profile is set up, we have confirmed your dog is up to date on vaccinations and the waiver is signed, we will book your dogās first session with us.
Will you come to my home, or do I come to you?
We start all private training with a session at our location. We can usually accommodate either option after that. We do offer limited in home sessions, for those times we decide that your issue may lie within your home environment or if you are unable to make it out to our location.
What if I need to cancel a group class?
As we have saved your spot, just for you in class at your time of registration, we ask that you let us know soonest if you are unable to attend a class so we can inform your instructor of your absence. Weāll work with you and your dog to ensure you are continuing to progress when you return to class. If you feel like you may need extra help please inquire about a private session to help you get caught up.
What if I need to cancel a private session?
We look forward to working with you and your dog and our trainer has set aside this time specifically for you and prepared a plan for your session. We ask that you let us know in advance, if you will not be attending your regular scheduled session, so we can adjust our plans accordingly. We understand that life happens and you donāt always know in advance, so if you do need to cancel, we understand and will book your next session with you and look forward to your next session. Weāll do our best in emergencies to fill your spot, so we can return your full deposit to you. In order to receive a full credit for your session, we require at least 48 hours notice. In order to receive a partial credit of 50% of the session cost, we require at least 24 hours notice. If we can fill the reservation with another client, the full cost of the session will be credited back to you and you are only charged for sessions we can not fill.
When is it safe to start attending socialization classes with my puppy?
The choices about what is safest for your puppy are best made with your vet, as part of an overall care plan to support the development of your puppy through the critical early stages of social development.
Our space is thoroughly cleaned before puppies enter the facility. We follow the guidelines laid out by the American Veterinary Society of Animal Behavior and puppies can start puppy socialization classes as early as 10 weeks of age. Puppies must receive a minimum of one set of vaccines at least 7 days prior to the first class and a first deworming. They should be kept up-to-date on vaccines throughout the class.
You can read the full position statement of the American Veterinary Society of Animal Behaviour here.
What if my puppy is showing signs of fear?
If you're uncertain whether your dog will do well in group classes we suggest beginning with a one on one session to work on confidence building with one of our trainers.
How do I know if my dog is reactive?
Generally, we are seeing reactivity when the dog is barking, growling or lunging at strangers, other dogs, or others within your household or the environment.
How do I know if I need a specialist?
Are you feeling stuck or overwhelmed? Or unsure of what to do next? If so, we recommend a session with a reactivity specialist.
I donāt want to do online training, what are my options?
Online training has come a long way. We have designed online training programs that deliver all the information you need to know in a dynamic and easy to understand way. Online training allows you to control the pace of your training, as well as the location, while also reducing the cost of your investment in your dogās training program.
For those clients who prefer an in person format, we do offer limited in person private sessions with a specialist.
What is your vaccination policy?
All dogs must be up to date on their vetās schedule for Bordatella/Kennel Cough, Parvo/Distemper and Rabies. We do require proof of vaccinations, or a letter from your vet confirming your dogs schedule, before your appointment.
How often should my dog by groomed?
Each skin cell on a dog has a lifespan of about 21 days (or 3 weeks). That means that every 3 weeks every skin cell on your dog has been replace by a new one! Lots of those skin cells fall off your dog entirely, but many of them get trapped by their coat and stay sitting next to the skin causing itchiness, odour, and impacting the health of the new skin cells hiding underneath them. Depending on the density of your dog's coat we recommend a bath and blow dry every 2-6 weeks to remove those trapped skin cells before they cause problems, as an added bonus frequent grooming reduces shedding and prevents matting from ever forming. We use only very gentle, nourishing products on every dog we groom, unless your dog has an underlying health condition there's little risk of negatively affecting their skin or coat. We also offer weekly maintenance packages help save you time grooming between appointments, keep your home cleaner and allow you to keep shedding hair and dander in the home to a minimum and save you money be reducing the amount of work and time the groomer will need to spend on your dogās groom at the regular full service appointments.
How long will it take for my dog to be groomed?
At Good Dog we operate with a "Dog First" policy, that means that no matter what we're doing the dog's comfort and well being takes priority over everything else. Most dogs benefit from having the opportunity to take a break, lie down, drink some water, and go to the bathroom at points throughout their groom, it can be really overwhelming for them to stand still and have someone touch them for an extended period! We ask for our canine guests to stay with us for 3-4 hours for their groom so we have ample time to work at their pace. If your dog has health or behavioural concerns that mean a straight through groom would work better for them please reach out and we'd be happy to discuss a plan that works for them!
My dog has developed some matting since my last appointment. Will you comb or cut them out?
If your pet cannot be humanely dematted, we may ask permission to clip the hair to remove mats. A matted coat can cause numerous health conditions including itching, irritation and skin infections. Removing a heavily matted coat includes risks of nicks, cuts or abrasions due to warts, moles and skin folds trapped and hidden in the mats. Heavy matting can also trap moisture near the petās skin allowing fungus or bacteria to grow causing skin irritations that exist prior to the grooming process. Our groomers take great care to ensure the grooming experience is a pleasant one and use stress free handling techniques. In order to provide the best possible experience for your dog, our groomer will recommend a maintenance scheduled customized to your dogās coat type, your lifestyle and how much maintenance you are able to do at home between appointments. This is to ensure that your dog continues to enjoy their spa experiences for years to come and helps you avoid extra costs due to additional time spent dematting or patiently working through a difficult groom for your dog.
What if I need to cancel a groom last minute on the same day?
We look forward to pampering your dog and plan our team schedules based on how many and which dogs are being groomed each day, so we ask that you let us know at least 24 hours in advance, if you will not be able to make it in for your dogās grooming appointment. We understand that life happens and you donāt always know in advance, so if you do need to cancel last minute, donāt worry, we understand and will work with you to get you in for our next available appointment. In order to waive the cancellation fee of $25, we require at least 24 hours notice. The full amount of the cancellation fee goes directly to the groomer to cover the time they had set aside for your appointment. Weāll do our best in emergencies to fill your spot, so we can avoid charging a cancellation fee. If we can fill the appointment with another client, we will not charge the cancellation fee.
Can I stay with my pet while theyāre being groomed?
The only time we can allow pet parents to stay with their pet is during a Meet and Treat, Brushing Lesson, or the first visit of one of our Puppy Packages. Most dogs experience more stress when their owners are present, so we ask that for any other services we get some alone time with your pup!
Can I bring my own shampoo?
Absolutely! If you have a product that you'd prefer we use we just ask that you bring it in it's original bottle (so we can follow any specific instructions) and label it with your pet's first and last name!
Do you perform anal gland expression or ear plucking?
Yes. Gland expression and ear plucking are included complimentary with any Clean Up, Bath and Tidy, or Full Groom. You do need to request that we perform them each time you drop your dog off as we won't perform these services unless we are asked to.
Will you shave my dog to reduce shedding or keep them cooler?
If you dog has a coat type that sheds shaving it is not recommended. Because of the unique structure of their hair cutting their coat can cause permanent damage that could result in a drastic change in coat colour and texture, or eventual coat loss. We offer a Deep Conditioning Treatment that helps relax the follicle and allows us to brush out much more coat while your dog is with us! Well maintained double coats are very effective at cooling, a good deshed will keep your pup a more comfortable temperature than clipping. If your dog is already suffering from Post Clipping Alopecia we are happy to address their needs on an individual basis.
Can you groom my dog straight through?
Our grooming department operates with a "Dog First" state of mind, that means that at every step of our process we prioritize what will be most comfortable for the dog. Usually that means offering the dogs a break in between each step of their groom, they're offered the opportunity to lie down, decompress, have some water and a potty break 2-3 times during their groom. That means we can't make any promises about grooming your dog straight through, we'll take our cues from them about what they need.
Does my dog play in the daycare before being groomed?
Groom and Play appointments are available for dogs that have previously passed a daycare assessment with us. We recommend booking one of our afternoon appointment times, then dropping your pup off anytime after 7:00am to play their morning away in our Enrichment Daycare! Please note that while we are happy to return your dog to playgroup for a bit more fun after their groom, we can't guarantee that their friends won't undo some of our hard work!
My dog has had behavioural issues with past groomers, is that something you have experience with?
We sure do! We're always happy to give a dog a chance, and have lots of experience in bringing scared or anxious dogs around! We do ask that you be honest and disclose any past incidents to us, we're far more likely to be able to help you and your dog if we know exactly what to expect!
We do not groom sedated grooms. If your dog requires any sedation to be handled we recommend seeking a veterinary office that provides grooming. If youād like to work on a plan to get your dog accustomed to handling so they can be groomed without sedation, we recommend booking a Meet and Treat to begin creating a desensitization plan!
My dog has fleas, lice or has been skunked. Can you help?
Unfortunately, due to our facility also having daycare and boarding dogs on the premises we can't accept dogs with transmittable pests or that have been skunked. It would require a full shut down of our facility to fumigate and deodorize to prevent passing anything to our other guests. We recommend speaking to your vet about their recommendations for fleas, ticks, or lice, and Nature's Miracle Skunk Shampoo for skunk odour.
Can my dog get sick or injured at your grooming salon?
Our Groomers are all professionally trained and are dedicated to the wellness of your dog, both physically and mentally. Because we do work with sharp scissors, nail clippers and clippers, there is a risk of your dog getting injured during grooming visits. Clipper burn is the most common grooming injury - something that occurs when very closely shaving matted fur off of dog. The best chance of an injury-free experience for your dog is regular grooming visits to both a) prevent their coat from getting matted and b) ensuring they are calm and happy on the grooming table, preventing fast movements from being nervous or scared.
Just like us, dogs are also susceptible to spreading sickness between them. Please refer to the section on Vaccinations and Health Requirements for more information on how we do everything we can to prevent spread of illness between our furry guests.