Frequently Asked Questions & Requirements
We do not offer refunds on any of our services, including punch passes, with the exception of a few reasons.
Exceptions (staff must be notified within 2 months of last visit to receive the refund):
*Dog or Owner Dismissed from accessing our services due to dog’s inappropriate behaviour/actions, or owners violation of policy or abusive language to staff.
*Owner/Dog moving away
*Death or severe injury
**deciding not to spay/neuter at 7 months, or expired vaccines are NOT reasons for which a refund can be provided.
When a punch pass refund is given, the refund amount is pro-rated. Refund amount is determined by the value of individual days used calculated at a single visit rate, less the initial cost of the punch pass.
If owners do not have the original receipt, refunds may only be offered as a cheque.
Yes. Dogs that we have not seen for 90 (3 months) days or more, will be required to do another Introductory Day before regular attendance.
On a case by case basis, and depending on the temperament of the dog and it’s previous history, managers may decide the redo of an Intro is not necessary.
Unless previously notified by an owner for a long absence, such as travel, we do not keep records on file for those who have not attended in more than 90 days. Upon return, owners may need to retrieve vaccination certifications and complete a registration form in order to attend.
For daycare reservations, we require a 12 hour notice for cancellations. If you are going to be more than 1 hour late for the drop off time for which you have reserved, the spot may be given away if you have not called to notify us.
On some occasions, like for a Half Day booking, there may not be availability for a later drop off time than booked as the 5 hour duration is booked in accordance with other dogs’ pick ups and drop offs.
Please leave a voicemail message when calling to cancel or if you are late,etc.
*the latest start time for a Half or Full Day is 1pm. The latest start time for a Drop N’ Shop is 3pm.
For Boarding Reservations, we require a minimum 24 hour notice for weekday (mon-thurs) bookings and minimum 48 hour notice for weekend (Fri-Sun) bookings.
Long weekends/holidays require a 2 night minimum to book and 7 days notice to cancel. During some holidays, like Christmas and NYE, we might also require a non-refundable deposit to confirm the booking. All Holiday hours and dates are posted 1 Year in advance in the lobby.
Due to the high volume of calls and those cancelling last minute or ‘no showing’ will be charged accordingly on the next visit for the original spot booked (or punch pass used if one is on file).
“Regulars” or Re-Occuring Bookings:
- only those clients in ‘good standing’ may book a re-occuring booking (ex: every tues/thurs)
- any holds or time away must be communicated to staff
- a “no show” without contacting staff within 48 hours after missed appointment will result in a cancellation of further re-occuring bookings and is subject to the No Show charge.
- The same cancellation rules apply as listed above.
Health Policy Overview – please see in store for full details:
Dogs cannot attend WLD if ill, or showing symptoms of illness. Symptoms may include (not all listed):
- Coughing, Sneezing, Eye Discharge
- Constant/Excessive Diarrhea, Vomiting
- Have a fever
- Have an open sore/wound
It is an owner’s responsibility to inform staff of any symptoms or recent illness prior to bringing dogs into the facility. We understand that some symptoms don’t present themselves immediately. Dogs exhibiting these symptoms will be sent home, and possibly may require a vet visit before returning.
Any dogs getting over an Upper Respiratory Infection can return to daycare following 7 days of being symptom-free. Starting the day AFTER the last cough, count 7 days.
Any dogs recovering from a general surgical procedure, like spay/neuter, can only return after a MINIMUM 7 days following the operation. Day 1 is the day following the procedure. We recommend waiting closer to 14 days. Dogs may not be permitted to attend if a surgical site does not appear healthy. More intense or serious procedures may need a longer recovery time. Always discuss concerns with your veterinarian.
Due to the varied pathological processes of various illness, we do not offer advice on illnesses and simply follow our protocol to provide first aid and contact owners. Coughing is one of the most frequent symptom we see and have to send dogs home for. While many other non-contagious illness or diagnosis’ cause a cough, dogs will be sent home unless cleared by the vet/provide proof of diagnosis that causes a non-contagious cough. We also highly recommend appropriate training if using a check chain, flat collar or harness to ensure that your dog’s neck is not damaged.
Our minimum age requirement for puppies to attend daycare is 12 weeks of age.
We always recommend that even if puppies are old enough to attend, they should only do so for shorter durations. Puppies are much like a human infant/young child; they are more susceptible to illness, injury or exhaustion. Although we have safety and health measures always in place for every dog, puppies can easily get ‘run down’ if over-exercised or over stimulated.
WLD recommends only Half Days to begin with, especially if attending at 12 weeks of age. Of course we are able to accommodate Full and Long days for those who are in need of those services and provide young puppies with additional breaks and naps.
If you would like to know what is best for your pup, please talk to a team member!
Please keep in mind that puppies must wait 5 days following the bordetella vaccination (usually done with 2nd set of puppy boosters) before attendance.
For additional information, please see FAQ about “requirements”.
Each dog’s behaviour and obedience is assessed continually, even after their initial Introductory Day. We always recommend basic obedience training for every dog and puppy. Puppy classes can begin as early as 12 weeks.
Inappropriate or disruptive behaviours that are not addressed by owners will likely result in a dog being dismissed from Daycare/Boarding until training or behavioural changes are addressed.
Staff will provide owners with verbal and/or written (report cards) when issues arise. Dogs are expected to be able to participate in group play – simply meaning that if they are requiring 1-1 attention during daycare, they are not appropriate for group play.
Inappropriate behaviours might include:
- Excessive barking
- Lack of name recognition, impulse control.
- General lacking of basic manners
*It is important to understand the difference between an inappropriate behaviour that requires addressing like obedience, versus a personality trait – like being a shy or nervous dog.
*Owners should have realistic expectations of their dog and it’s ability to be apart of a social environment like daycare. Not all dogs really enjoy the group play, yet they are still well socialized. There is a difference between being ‘social’ and being well socialized.
A day at daycare includes a lot of daycare stimulation for dogs! More often than not, dogs go home sleepy and ready to rest from their fun day.
However, not all dogs interact, play and engage in the same way while at daycare. In addition, all dogs have varying energy and endurance levels that can impact how tired or alert they are at the end of a daycare visit. For example, some dogs come in the door and begin to play immediately and are happy to engage in play continuously throughout the day. Some play styles can be very physical and active, and others can be a little more docile. On the other hand, even if very social and well-socialized, some dogs prefer to hang out, ‘visit’, but take a more relaxed approach to socializing while at daycare. Some dogs who regularly receive a constant and large amount of exercise also have a lot of endurance – meaning that even if they have played and gone for a hike in the day, there is still energy for them to burn once they go home.
Other factors, like length of their daycare visit, contribute to a dogs’ level of energy when they leave daycare. Generally, a Full Day is more stimulating and tiring than a Half Day or Drop n’ Shop. In addition, dogs love their humans and even if they have been dozing in the daycare before pick-up, they get a case of the “crazies” once they see their beloved humans. This is why you might also notice a burst of energy when your canine friend comes home to the family or their ‘space’ – they are simply happy and excited!
One additional factor that may contribute to your dog’s energy level once at home is what their “daycare routine” is like. While at daycare, staff engage with dogs and are always giving them little tasks or reminders in manners (everyone must do a sit-stay whenever going out to the outdoor space). However, staff do not interrupt/stop dogs from resting, nor do staff encourage the dogs to get ‘worked up’. Staff are there to provide safety, supervision, and correction when appropriate.
Dogs needing to burn off extra energy might enjoy any one of our Activity Add-Ons like hiking, sniffy/nose work or a individual fetch session!
It is good to keep in mind that the focus of daycare is not simply to exhaust your dog. It is to provide them a safe and comfortable place for healthy interaction and safe play, as well as physical and mental stimulation.
If your dog is one who comes home extra tired, it is good to keep out plenty of food and water for them, even if they decide to pass on it at first. If you have a very active player, it also might be necessary to provide them with a little extra food on daycare days 😀
It is very important to keep the daycare environment balanced to ensure the dogs are safe, content and comfortable. To ensure this, we limit pet-owner access to the daycare play areas at certain times of the day.
We welcome pet-owners to come tour the facility in the evenings on a select day(s) each week. Tours are not confirmed unless you have signed up with a staff member. We recommend calling ahead to ensure we are able to accommodate a tour for you! When coming for an tour, please do not bring your pet along (instead book our Free Intro Day for them!).
Facility tours are available for existing clients only, on the first Monday of every month from 7-710pm. Registration is required so ask us about a tour on your next visit!
A daycare environment is not like a dog park; dogs are continuously supervised and the staff manage and supervise the dogs to ensure balance and safe play/interaction. For this reason, the main play areas are not meant for owners to watch their dog play. Having an owner present often disrupts the balance of the group and dogs can act very differently if they see their owner watching. In this way, Doggie daycare is very similar to a children’s daycare! We do have a viewing windows where you are welcome to sneak a peak of all the fun, but we appreciate your understanding that it is best to let your furry loved one do their thing and enjoy the daycare without ‘parent’s’ watching.
In addition, we ask that Owners remain in the lobby during pick-up and drop-offs. In addition to the reasons mentioned above, some dogs in the daycare may fear some humans (like men) or new humans and can cause them stress when these new people continuously walk into the daycare areas.
Our staff is constantly taking pictures and videos to capture our fun filled days in the daycare and on the trails! Check our Facebook page for the latest snapshots and videos 😀
When you come to get your pup from their day of play there is a few things you may notice that are totally normal and of no concern.
-Still excited and full of energy when you pick them up: This one is always short lived. Even after a full day of exercise, your dog will be very very tired from play, the stimulation of socializing, and the outdoor exercise! However, it’s normal if your pup displays excitement and energy when they see you come to pick them up!
-Minor scratches/nicks: Small scratches can occur even when it’s from safe, happy play interaction. Minor scratches and scrapes can occur through these happy play interactions from nails, teeth or paws. It is normal to see and the safety of dogs is our first priority. That’s why play is always supervised and play interactions are regularly broken up so no play gets too rough. Our staff is also Pet First Aid Certified to ensure the health and safety of each dog.
-Very thirsty when getting home: We always ensure dogs have access to plenty water at all times, inside, outside and on walks. However, since daycare is an exciting environment sometimes dogs ‘forget’ to drink enough and may be very thirsty when they arrive home.
What to bring for overnight stays:
Here is a list of things to help your dog feel right at home in our cabins without getting homesick!
- Favourite bed, blankets or pillows they are used to!
- A crate is also welcome if you regularly crate your dog at night
- Dog food and treats (don’t forget to put an extra scoop in case pick-up is delayed). It is best to portion meals in ziplock bags, or provide a sealed container of food with a serving scooper for longer stays. We are able to accommodate food that requires refrigeration/freezing/thawing.
- Toys or something familiar that smells like home! (yes, even that old sock that your pup likes to snuggle with)
- Any medications or supplements your dog is taking. This can include pain medications that are not given every day, but may be something your dog requires during their stay. Please provide administration instructions if bringing any medications along.
** Overnight boarding and kennelling is not a good time to switch dog foods or purchase new toys/bedding. Things that are familiar bring less stress to dogs especially in a new environment!
As safety is our first priority, WLD is staffed around the clock, so even overnight guests have supervision and care! Staff is there to ensure dogs are safe and comfortable, and give them late night and early morning potty breaks. Unlike many kennels that boast “24/7” and have only cameras or staff in another building, WLD’s night staff is actually physically in house, all night.
Overnight staff does not unlock the door for any reason, to ensure the utmost safety to themselves and the dogs. In addition to a security system and camera monitoring, we also have an overnight guard dog that stays in the lobby at night to add an extra layer of safety.
You can rest assured that your dog is in our safe care around the clock!
If your dog does not do well in a daycare setting, we are still happy to accommodate them for an overnight stay. However, it is good to keep in mind that our specialty is dogs who enjoy the exercise and stimulation of daycare and hiking! All dogs staying for overnight boarding must also meet the requirements of all daycare dogs (vaccinations, spay/neuter, not aggressive). If you have a dog that prefers more solitary or less social environments, we are happy to refer you to a custom kennel not far from town.
To make life easier, we have the DogMobile shuttle to help get your pet to and from the daycare! Pick up and drop off times are scheduled in half-hour ranges to ensure we have adequate time between all bookings.
We are fully insured and bonded and are able to pick up and drop off your dog, with out without you home! All we need is a key or code, and instructions from you.
Dogs are transported in our temperature regulated shuttle in groups of 4 or 5 to areas such as Kenna Cartwright Park or other nearby locations (Pineview trails) for their hike. We only go to trails we are familiar with and are safe for us and the walking pack. The exercise isn’t just good for our furry companions. Our staff love the outdoors and enjoy taking the time to understand each dogs needs!
Please remember to send your dog with appropriate outerwear in winter months – if applicable. All dogs are provided with plenty of water before, during and after walks.
To attend the daycare and/or boarding services, all dogs must complete and successfully pass our Introductory Day (see details below) before any further attendance. On the introductory day, we must have the following:
- Completed and signed registration form/waivers (which can be done at the time of drop-off)
- Up to date vaccination records for the following treatments:
- DHPP (Distemper, Hepatitis, Parainfluenza & Parvo)
- Bordetella (Kennel Cough)
*Proof of Vaccination can be faxed or emailed to us by your veterinarian for your convenience. We only accept vaccination certificates – we DO NOT accept vaccine ‘passports’ or brochures. It is owner responsibility to ensure vaccines are up to date at all times and to bring in vaccine certificates. Dogs cannot attend without current vaccinations at any time. Staff may contact your vet for updates on occasion if time permits – however this may result in delays in attendance until staff has a chance to contact your vet. Keep in mind that many vets do not release vaccine info without owner permission so we may be unable to retrieve vaccine info quickly.
*Please note that vaccine updates or renewals done more than 2 days past the previous expiry date, or done for the first time, dogs must pass a 5 day waiting period before attendance to WLD.
- All dogs over the age of 7 months must be spayed or neutered. Females in heat may not attend.
*We Love Dogs does not allow Aggressive dogs into the daycare for the safety of all. However, we do not discriminate against breed – all dogs are welcome as long as they meet the health and behaviour criteria. Dogs’ behaviour in the daycare environment is continually assessed and supervised. Should there be any concerns about your dogs behaviour we will discuss that with you!
*Puppies 12 weeks and up are welcome to attend daycare as long as they have had their 2nd set of puppy shots and bordetella vaccine. Owners should be cautious of facilities that allow puppies less than 12 weeks of age and should limit exposure to a dog park if under 12 weeks.
*Our recommendation, for the health and appropriate socialization for puppies, is that dogs 12-20 weeks in age begin only with Half Days or Drop n’ Shops for daycare, as much as your life schedule permits. Puppies are more likely to over-exert themselves, get rundown, and are more prone to illness with excessive exposure to a large group of dogs and stimulation. Puppies should have equal parts rest and play and may require several breaks/sessions of downtime while at daycare.
We offer a Free 4 Hour Introduction Day for all new customers to We Love Dogs!
The Introductory day allows the staff to assess your furry friend and see how he/she responds to a daycare environment. This visit must be booked in advance as we only take a few new dogs per day, and so we can ensure all the appropriate vaccinations and paperwork are in order. We are currently booking Intro’s approximately 1 week in advance at this time.
*Owners do not accompany dogs for the duration of the Intro. Besides pick up and drop off, owners do not attend. Dogs’ behaviour must be suitable for daycare without their owners close by, and the daycare portion of facility is not open to the public for safety and for the comfort of the other dogs present.
*Intro days are a requirement for all new dogs attending our facility, even those from out of town. If you are visiting from out of town, we may be able to accept your dog on a case by case basis. Please contact us to discuss.
*Intro Days are Free for locals only. Local is also considered those surrounding Kamloops’ communities like Barriere – where many dog owners come into Kamloops for errands and shopping.
A day at daycare looks as such:
- Dogs are dropped off by the owner and brought into the play area (shy dogs will be warmed up to it by a slow introduction as needed)
- After some time playing and socializing with each other and getting comfortable at daycare each day, groups of dogs participating in daily Activity Add ons will begin their extra fun!
- For those going on the Outdoor Hike, groups of 4-6 dogs are walked on leash up, down around and all over the fun trails to help burn off some energy. Pack Leaders try to ensure dogs are listening appropriately and are practicing pack manners and walking manners.
- Next, the group is brought back to the facility to romp and play in our large indoor/outdoor space and at that time the next group of dogs is loaded up and set off on their hike time.
- Dogs participating in other activities like Sniff N Search and Fetching Fido are heading out of daycare to enjoy those extras!
- As groups of dogs come and go from their hikes and activities, the dogs in the facility will have plenty of stimulation and fun with our range of different structures to play on and interaction with staff and other dogs.
- Staff offers structure by regularly intervening play, ensuring dogs are playing nicely and appropriately. Staff uses distraction and positive reinforcement to encourage appropriate behaviours and discourage inappropriate ones.
- Dogs under 1 year old are given lunch (if provided by owner) in either a cabin, crate or x-pen. After meals dogs rest for 45 minutes to ensure proper digestion.
- As dogs wind down and get tired throughout the day, nap times can be crucial. There will be plenty of bed spaces in the free play area as well as the kennel and napping room to accommodate all amounts of dogs.
- Slowly as the day winds down into the evening, dogs will be picked up to head off home feeling happy and fulfilled from a great day of structure, exercise and naps.
Our regular hours of operation are:
Monday – Friday 6am – 7pm
Saturday 7am-10am and 5 – 6pm
Sundays 8-9am and 5-6pm
If you need help with pick up or drop off outside of these hours, please inquire. Our DogMobile is available for pick up and drop offs right to/from your home.
Although we are staffed 24/7, night staff is not available to unlock or answer the door for any reason as their main duty is to care for overnight guests. As such, any pick ups more than a few minutes late (past closing time) is at a cost of $5/15 minutes as it requires additional staffing to stay late to assist a customer. Any requests for early drop off are at the same rate. Late pick and early drop off up is dependant on staffing availability. Any late pick ups past 8pm will not be accommodated and those dogs will stay overnight, with any costs of meals ($2.50/cup) being charged accordingly.
Our Holiday or seasonal hours are posted on our Facebook Page or in our lobby and front door!
We strongly encourage reservations as the facility is at capacity/limit each weekday. We do understand that life doesn’t always allow for planning ahead and will do our best to accommodate same day or last minute bookings, though the safety of staff/dogs and appropriate building capacity and ratios always be our first priority.
Reservations can be made by at the desk in person or by email, phone/message, Facebook, or via Gingr – the online booking software available on our website.