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 would not 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 is clearly 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 be offered as a cheque.
Dogs that we have not seen for 90 days (3 months) or more, may be required to do a new Intro session. This is especially true for younger dogs whose temperament may have changed over time.
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.
A new Intro session after extended periods of time will be assessed on a case by case basis. The reason for the new Intro session after lengthy absences is due to the fact that not only may have your dog changed in that time, but also the dynamics of the pack may have changed from when your dog previously attended, and we want to make sure everyone of our furry friends will get along.
If a dog has not been in attendance for an extended period of time, the owner may need to provide updated vaccination certificates, and update their registration form.
Cancellation For Daycare Reservations: for dogs scheduled to arrive in the morning (full day daycare or a.m. ½ day of daycare), we require notification of cancellation prior to 6 p.m. the day before; for dogs scheduled to arrive for the p.m. 1/2 day daycare we require notification before 8 a.m. same day. This allows us to contact to someone on our waitlist and fill the vacant spot. 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-occurring 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-occurring bookings and is subject to the no show charge.
- the same cancellation rules apply as listed above.
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 attending daycare or boarding who exhibit these symptoms will be separated from all other dogs, and will be sent home. Depending on the type and severity of the symptom, they 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.
On the rare occasion that we cannot contact the owner or emergency contact, and if it is considered the symptoms are severe enough, we will convene a panel of the daycare staff (some of whom have had experience working in a veterinary clinic, and all who have had pet first aid) and decide if the situation warrants a visit to the veterinary clinic.
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 always have safety and health measures 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 Session. We always recommend basic obedience training for every dog and puppy. Puppy classes can begin as early as 12 weeks at most facilities. We do not offer training, but do encourage appropriate behaviour. This is by requiring dogs “sit” and “stay” when instructed, responding to their name, and have an understanding of the command “no.”
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 one on one attention for most their time during daycare, they are not appropriate for group play.
Inappropriate behaviours might include:
- Excessive barking
- Lack of name recognition, impulse control.
- Generally lacking 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 a part 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. We do have zones for some of our senior dogs or more quiet dogs, who are absolutely awesome but just don’t like hanging out with the high energy pups.
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.
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. Think of those times, when your pup is super excited and jumps up on your legs, and they accidently scratch you. The same holds true in the daycare. 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.
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 a tour, please do not bring your pet along, this is a chance for you to see the facility and ask questions. It is understood, that no one would want to leave their pup in a place they haven’t checked out, if you cannot attend one of our facility tours, check with our staff to see what we can arrange for you to have a look at the facility. Usually we can work something out so that you feel comfortable.
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.
While your dog boards with us, he or she participates with the regular daycare dogs each day – weekends included (although there is usually a much smaller group). Our overnight guests are up each morning around 5 and go for a potty break, that is followed by breakfast in their cabin, and then once the daycare dogs arrive they join with that group. If they are more senior, or have lunch, they may return to their K9 cabin mid-day for a break, and then return to the group for the afternoon. Around 5 p.m. they return to their cabin to chill before dinner which is typically served between 5:30 and 6:00. After the daycare dogs go home, they go back outside for a little quieter roam around. Around 10/10:30 p.m. they all go back out again, nighttime treats are given, and then they are all tucked in for the evening. Many of the staff love to take the time at the end of the day to go into the cabins with our boarders and have some hugs.
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.
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.
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). We strongly recommend, pre-portioned is meals in ziplock bags, or provide a sealed container of food for longer stays. Please note, that it is easier to feed your dog correctly if we are given the actual measurements that you would like your dog fed (such as 1/2 cup twice per day, rather than 1/2 a scoop twice per day). We have measuring cups at WLD so you only need to provide the food. 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 dog’s 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 kenneling 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!
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 1/2 Day Session before any further attendance and meet some additonal criteria. Please review the Requirements and Introductory Session pages for full details.
Our regular hours of operation are:
Monday – Friday: 6 a.m. – 7 p.m.
Weekends and Holidays: 7:30 a.m. – 9:30 a.m. and 5 – 6 p.m.
If you need special consideration with pick up or drop off outside of these hours, please inquire.
Once we are closed in the evening, staff are not permitted or available to unlock or answer the door for any reason, as their main duty is to care for the safety and security all of our furry overnight friends (not to mention their own). 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 dependent on staffing availability. Late pick-up requests past 8 p.m. will not be accommodated, and should a daycare dog be left past 8 p.m. the dog 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.