FAQ's


Grooming FAQ's

  • Does my dog need to be vaccinated?

Yes. We ask that your dog is fully vaccinated for the safety of the dog but only require the Rabies vaccine for mobile grooming. We may verify rabies by the certificate or by calling the vet. If your pet is not vaccinated we have the ability to decline or accept your pet.

  • How long does the grooming take?

Typically about an hour per dog. Larger sized dogs may take up to two hours. Time also depends on the condition of the pets coat, type of cut and/or behavior.

  • What is your cancellation Policy?

We ask that if you need to cancel your appointment that you kindly call or email 24 hours in advance so that we are able to allow other clients to take advantage of the new available slot! Same day cancellations may result in a 25$ fee or we may require a deposit for your next appointment. If we arrive at your home and you are not there to allow access to your pet and their appointment a last-minute cancelation fee of up to $50 may be added to your next bill.

  • Can I be in the van while my dog is getting groomed?

No. We may allow you to momentarily be in the van to assist with getting your pet on if they need it, or if your pet needs extra comfort. Unfortunately, due to insurance purposes, we cannot allow any persons who are not employees to be in the van during the grooming process.

  • Can I watch my dog get groomed?

You are more than welcome to look through the window and check on your pet but we do ask to do so quietly as to not disturb your pet and cause possible injury.

  • What if my dog gets injured?

We ensure our best to make your dogs safety and comfort our number one priority! We are working with live animals and unfortunately, anyone can make a mistake but if we do we will promptly let you know, provide basic first aid, if your pet is severely injured we will immediately take them to the vet and cover all costs. If you notice your pet is harmed after the groom from us please notify the office immediately at (210) 817-2680 or send an email to info@puptownspaw.com so we can promptly take action in resolving any issues.

  • What if my pet is matted and gets injured?

We are not responsible for injuries that are caused by pets being matted. If your pet is in this condition we will try our best to help remove matts in the safest manner possible but because of how tight some matts can be to the skin, we cannot guarantee the matts won't cause damage once removed. In these cases, although very rare, we will not be responsible for any cuts, scrapes, possible infections resulting from the matts being removed.

  • What if you are late to my appointment?

Please allow up to 30 minutes after your appointment time for us to arrive(Unless we contact you and advise otherwise). We always try our best to notify your prior if we are running behind, stuck in traffic or having mechanical issues. Other times, we may run early and may arrive at your appointment up to one hour ahead but we will ALWAYS ask if we can do so before arriving.

 

  • What if I don't like my pets haircut?

If you are not satisfied with your pets haircut please tell us before we leave your home. When we drop your pet off at your door we ask that you inspect the pet and let us know if anything needs to be fixed. If you call us after we have left or are not home to inspect your pets haircut and have another person there we can not guarantee that we will come back out. If we do, a trip charge may apply.

  • How does mobile grooming work?

After we confirm your appointment we will drive to your home on the given day and time. We park outside on the street if there are a lot of cars we try to park as close as possible. If at an apartment complex we can park in the front office or inside the complex if parking is available. We come to your door or you can bring your pet outside. We get to go over the type of service your pet will be needing, sign a consent form and bring the pet into the salon for their spaw! After their spa time is over we can call you or come straight to the door and collect the payment!

  • What type of payments do you take?

We accept Cash, debit or credit cards. Sorry, but we do NOT accept checks.

  • Why is mobile grooming so expensive?

Compared to traditional salons mobile grooming is on the higher side of what most people are used to paying. Mobile is extremely convenient which saves many clients a lot of time and hassle of driving their pet to a salon and leaving them there for HOURS and still having to pick them up. We save your gas and provide excellent one on one time with your pet. Every penny will be worth knowing your pet is safe and happy!

  • Can I receive discounts?

Yes! Check our facebook or subscribe to our newsletter to receive promotional offers on our services. We also offer great discounts to our loyal clients. Clients on a schedule of 4 weeks or less receive 10% off their bill each groom. Just give us a call or contact us to set up a schedule! Discount only applies to actual groom price, does not include upgrades.

 

PupTown shop FAQ's

  • Do you offer a money back guarantee if I am not satisfied?

We sure do! If you're not satisfied with your order for any reason, contact us within 14 days and we will refund your order. After 14 days we will not be able to refund your money.

  • Do you offer free shipping

Yes, we do! 

  • How long will it take to receive my item(s)?

Approximately 4-28 business days after shipping out. Please be patient with us This is how we can keep shipping FREE for you!

  • Where do you ship?

All 50 states of USA.

  • Do you make the products?

No, we work with suppliers who allow us to purchase the products. We are an online retailer of pet supplies.

  • Can I cancel my order?

Yes! Please use the contact us link at the bottom of our page and let us know immediately. If the item has already been shipped out the item will need to be shipped back before we can process a refund.

  • Who pays for shipping if I want to return my item?

Shipping on all returns for refund items is at the expense of the buyer.

  • Why does the shipping take so long?

We work with vendors throughout the United States who process a lot of orders every day. To keep our prices low and shipping free we have to follow their processing guidelines!

  • How do I check the status of my order?

Upon placing your order, please allow up to 3 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. Once your order has been shipped, you will receive a tracking number to your order. If you do not receive the order tracking number after 5 business days, please contact us immediately.
  •  Is your website secure with my information when I make a purchase?

Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product.