Frequently Asked Questions & Requirements
We are very sorry, but our policy only allows dogs to leave our boarding facility when the boarding period has ended. The reason for this is because, for some of our favourite furry friends, it takes them a couple of days to settle into our routine, and get over missing their family. If the dog were to be picked up and taken out, and then returned to We Love Dogs, it would be like starting all over again at boarding for him or her. A typical day for our boarders is filled with group play, and different activities so they aren’t bored, or lying in a kennel all day. There is also a risk that your dog could become ill or injured while out and about (we all know how much they love to eat and sniff so many interesting things), and we would never want that to happen while they are primarily in our care. So while we understand that you are trying to make the boarding experience less stressful for your pup by having someone pick him up and take him out for a few hours, it could actually do the opposite. We appreciate your understanding, and we’re sure your dog will too. And we know, regardless of how much fun they have here, they are so very happy to see their family at the end of their stay!
Yes, it is possible that your reservation won’t be accepted because we are full. Let us explain, we are governed by policies which restrict the number of dogs we can have at any one time. First, our insurance policy stipulates a maximum number of dogs that we can accommodate at any one time. This is a combination of daycare, boarding, and other drop ins, so we need to take into consideration all of our doggies. Second, is our own policy with respect to the number of staff. As we want to ensure safety, and a low dog to staff ratio we must ensure we keep within certain limits. While we hate to turn any of our favourite furry friends away, we also must honour our promise to our customers and insurance company. Therefore, we strongly recommend that you book well in advance of your needs to avoid disappointment.
We do not normally offer refunds on any of our services, including punch passes, however a refund may be considered under exceptional circumstances. Examples of exceptional circumstances would be:
*Inappropriate behaviour/actions by owner or dog, which includes owners violation of policy or abusive language to staff;
*Unforeseen family relocation; or
*Death or serious injury.
Expired vaccines are NOT a reason for which a refund can be provided, as this is a requirement of our insurance and the policy of our daycare and boarding.
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.
Dogs that we have not seen for 90 days (3 months) or more, may lose their preferred standing at the daycare.
If a dog has not attended our facility for one year, a redo of Intro may be required. This will be judged on a case by case basis. Depending on the temperament of the dog, it’s previous history, and circumstances this requirement maybe waived.
If a dog has not been in attendance for an extended period of time, the owner may need to provide updated vaccination certificates, and complete a registration form before attending.
Cancellation For Daycare Reservations: for dogs scheduled to arrive in the morning, we require notification of cancellation prior to 6 p.m. the day before; for dogs scheduled to arrive in the afternoon for 1/2 day daycare we require notification before 8 a.m. same day. Failure to notify the office of a cancellation within these timings will result in a charge for the full booking.
Please leave a voicemail message when calling to cancel or if you are going to be late to pick up your furry friend.
Cancellation For Boarding Reservations: we require a minimum 24 hour notice for weekday (Mon-Thu) 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 New Years, we may require a non-refundable deposit to confirm the booking. All Holiday hours and dates are posted 1 year in advance in the lobby. Cancellations within the 7 days will result in a 50% charge of the booking amount.
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:
As we are not trained or staffed to look after ill dogs, dogs cannot attend WLD if they are ill, or showing symptoms/signs 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 with a certificate from the veterinarian, or 14 days without, following the operation. Day 1 is the day following the procedure. 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 16 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 16 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 your vet, as he or she knows your pup best, and will have the pups best interests in mind!
Please keep in mind that puppies must wait 5 days following the bordetella vaccination (usually done with 2nd or 2rd set of puppy boosters) before attendance, along with having all other vaccine requirements.
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. Please note this is in the best interest of all the dogs.
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 throughout 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!
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 water for them, even if they decide to pass on it at first 😀
It is very important to keep the daycare environment balanced to ensure the dogs are safe, content and comfortable. To ensure this, we prefer not to allow anyone, other than staff, access to the daycare play area or boarding area.
We welcome our existing clients to come visit the facility during scheduled tours (dates will be announced well in advance). When coming for an tour, please do not bring your pet along, this is a chance for you to see the facility and ask questions.
A daycare environment is not like a dog park; dogs are continuously supervised, and the staff manage the dogs to ensure balance and safe play/interaction. Having an owner present often disrupts the balance of the group, and dogs can act very differently if they see their owner watching. 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. But check our Facebook page to see plenty of photos of your furry one at play.
For the reasons mentioned above, and also because some dogs in the daycare may fear some humans (like men), or unfamiliar humans, owners must remain in the lobby during pick-up and drop-offs.
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!
-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. 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, and outside. 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! Even an old t-shirt that smells like you can help to settle your pup.
- 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.
- Please do not bring your dogs bowls as many times due to the washing of bowls after meals they get mixed in with WLDs bowls, and may not be returned to you by mistake.
** 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 supervised around the clock, so even overnight guests have supervision and care! Staff are 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 actually overnight in house, all night.
Overnight staff do 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 building 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! All dogs staying for overnight boarding should also meet the requirements of all daycare dogs (vaccinations, spay/neuter, not aggressive). Please bear in mind dogs that are not social that board at our facility are not normally offered the same group play as other dogs. This is for the safety of all dogs and staff. You may wish to consider adding activity add on so that your dog receives some special one on one attention and extra exercise. However, if you have a dog that prefers more solitary or less social environments, we are happy to refer you to an alternate kennel not far from town.
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/Canine 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 16 weeks and up are welcome to attend daycare as long as they have had their 3rd set of puppy shots, bordetella vaccine and rabies vaccine. Owners should be cautious of facilities that allow puppies less than 16 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 16-20 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 facility (dogs are organized by size, energy level, and age). We ensure shy dogs are warmed up to the energy by a slow introduction as needed.
- Once most of our dogs have arrived at WLD, we start the various group play. Dogs of similar size, and energy levels are grouped together and activities are organized to meet with each groups needs.
- Throughout the day dogs participating in activity add ons head out of the group play to enjoy those extras!
- As groups of dogs come and go from their 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 offer structure by regularly intervening play, ensuring dogs are playing nicely and appropriately. Staff use 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 important. There will be plenty of bed spaces in the free play area as well as the 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: 6 a.m. – 7 p.m.
Saturday: 7 a.m.-10 a.m. and 5 – 6 p.m.
Sunday: 8-9 a.m. and 5-6 p.m.
If you need special consideration with pick up or drop off outside of these hours, please inquire.
Although we are staffed 24/7, staff at the daycare during our closed hours are not available to unlock or answer the door for any reason, as their main duty is to care for all of our furry friends. As such, 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-up and early drop-off up is dependant on staffing availability. Any late pick-up requests past 8 p.m. will not be accommodated, and those dogs will stay overnight, with the cost of overnight boarding and meals 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 frequently 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, however the safety of staff/dogs, appropriate building capacity, staff to dog ratios, and our insurance policy limits always are 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.