Frequently Asked Questions
Q: Can I tour the facility?
A: Yes! But we do need to schedule your arrival so we can make time to show you around. Give us a call or send an email to set up a tour!
Q: What form of payment do you accept?
A: Due to the nature of our business, we are able to accept all major credit cards, checks or EXACT cash. You will be required to keep a card on file when you register with us.
Q: What is your cancellation policy?
A: If a reservation must be cancelled or rescheduled, we respectfully ask for a 48 hour notice. For our recognized Holidays, we require a 7-day notice (See our recognized holiday dates here). Cancellations or missed bookings without a 48 hour notice (or 7-day notice for holidays) will result in a fee totaling 25% of the initial booking estimate. This fee will not be applied in situations of extreme weather, illness or emergencies on a case by case basis. All clients will be required to sign our cancellation policy agreement to make any future bookings.
Q: Do you charge more for Holidays?
A: Yes, we charge 15% more on the specific holiday dates listed on our Pricing page.
Q: Can I board my puppy?
A: Yes, however puppies must have all 3 rounds of their Distemper vaccinations, their rabies vaccination, and at least 1 Bordetella, in addition to a fecal flotation screening before being boarded. Puppies under 6 months are not allowed to participate in daycare for safety reasons.
Q: Do you allow unfixed males and females?
A: We no longer allow unfixed dogs over 1 years old, male or female, for our Daycare option. However you are welcome to board your unfixed dog under our "Intact after 1 year" Boarding option if they are still intact after 1 years of age! If you are boarding a puppy under 1 years old, they will be under our regular "Classic boarding" option. However, unfixed dogs will only be allowed in group play on a case by case basis.
PLEASE NOTE: we will NOT accept females in heat for the comfort of the rest of our visitors. Should your dog go into heat while in our care, you or your emergency contact will be asked to pick up immediately. If you are unreachable they will be transported to Spearfish Animal Hospital for the remainder of their stay and will be subject to additional charges.
Q: What kind of dog is NOT allowed at your facility?
A:
1: As stated above, female pups in active heat are not allowed to stay with us under any circumstance.
2. Dogs that cannot be touched or handled by our staff, or are considerably untrusting of strangers (staff) are also not allowed at Paws & Relax. If we are unable to properly handle your pup, then we are unable to properly care for them. If a dog shows our staff any aggression (such as growling, biting at, or lunging at staff) at any point, they will not be allowed back with us.
3. If we are unable to contain your pup in our facility, such as: If your pup can climb out of or escape our kennels, if they can jump or climb over our fences, if they are destructive and destroy our flooring/doorknobs/fencing/gates/etc. in trying to escape, then they also won't be a good fit for us.
4. If we find, by our professional opinion, that your dog is too stressed to stay with us . The comfort of our guests is our top priority!
Q: What time can I pick up or drop off my dog?
A: We allow pick-ups and drop-offs in the morning (7:00 a.m. - 9:00 a.m.) and in the evening (5:00 p.m. - 7:00 p.m.) 7 days a week!
* Between those times, the front office is locked for the safety of the dogs as we cannot leave them unattended. If you are unable to make either of those times, you need to schedule a specific appointment time to meet with the staff for a pick-up or drop-off.
Q: How does the drop off / pick up procedure work?
A: - On the morning (or evening) you drop off your pup, you will want to arrive within our drop off/pick up time frames, which is anytime between 7am-9am or 5pm-7pm if you are doing an evening drop off. If you must drop off or pick up outside of these hours (between 9am-5pm), please make an appointment with us to do so! We cannot accommodate drop offs or pick ups any earlier than 7am or any later than 7pm.
- After you arrive to drop off, please leash your dog and double check that there isn't another guest already in the office before you enter. If we are busy helping another guest, we kindly ask for your patience in waiting for them to exit the building before bringing your dog inside! This is to ensure we don't overstimulate our guests by introducing them to strangers or dogs they may not like in such a small space, that's no fun for nervous pups! Once the coast is clear, come on in!
- We will then go over feeding/medication instructions, any behavioral notes, preferences, and anything else we should know about your dog to help us better care for them.
Q: Do you provide food?
A: No, the only thing we require you to bring is food (and any medications needed) from home! We find that switching up a pups food for a stay, is a recipe for an upset tummy! And we want our guests to be as comfortable as possible.
Q: What do I need to bring?
A: Bring a labeled container or bag of your dog's food with clear feeding instructions. You're welcome to bring toys (please limit to 3) and bedding, but please leave dishes at home unless it is a slow feeder dish or other special needs dish. When bringing bedding, please don't bring anything sentimental as bedding can become lost or get destroyed during the visit. Paws & Relax is not responsible for replacing any lost or damaged items.
Q: What does my dog do all day?
A: Social dogs spend time playing with dogs of similar temperament in small groups, rotating playmates. Unsocial dogs will spend time playing any games they prefer (fetch, tug-o-war, etc.) and frequently going outdoors. All dogs eat and rest separately within their own personal kennel.
Q: My dog needs socialized, is this a good place to bring him/her?
A: You are certainly welcome to bring your unsocialized pup for Boarding under our "Solo/Unsocial Boarding" option, however, Daycare at Paws & Relax is catered to dogs that are already socialized and need a place to run off energy with other socialized dogs. A dog that needs socialized likely requires training by a professional to become used to various stimuli and large groups. Placing an unsocialized dog in group play may only exacerbate his fears.
Q: Can my dog get hurt while playing in daycare?
A: Just like children who play on playgrounds in daycare or at school can get hurt from time to time, dogs playing with each other on the playgrounds can get hurt too. Dogs play with their mouths and paws and like to wrestle around on the ground with each other. Because of the training program our staff is required to complete, injuries are rare. If injuries do occur, you (not Paws and Relax) are responsible for any medical expenses for your dog, as you would be for a child. You need to be sure that you are comfortable with this before allowing your dog to play with others. Most owners find that the benefits of allowing their dog to play outweigh the risks.
Q: What if my dog becomes sick or injured while in your care?
A: Should your dog develop an illness or injury, we will contact you or your emergency contact numbers. While injuries are rare, dogs play rough and accidents can happen! If we are unable to reach you, we will transport your dog to our preferred veterinarian (Dr. David Elsom at Spearfish Animal Hospital). Any hospital charges accrued are the responsibility of the owner and not of Paws & Relax.
Q: Can I visit my pet?
A: You certainly can, but may find you don't need to! Our goal is to keep your pet comfortable and having fun during the entire stay. We tend to find that more often than not, a mid-stay visit can confuse your pup and cause extra stress.
Q: What happens in the case of inclement weather?
A: Veterinary personnel are always close by and the building is equipped with a back-up generator. We're also equipped for our staff to stay overnight as needed.
A: Yes! But we do need to schedule your arrival so we can make time to show you around. Give us a call or send an email to set up a tour!
Q: What form of payment do you accept?
A: Due to the nature of our business, we are able to accept all major credit cards, checks or EXACT cash. You will be required to keep a card on file when you register with us.
Q: What is your cancellation policy?
A: If a reservation must be cancelled or rescheduled, we respectfully ask for a 48 hour notice. For our recognized Holidays, we require a 7-day notice (See our recognized holiday dates here). Cancellations or missed bookings without a 48 hour notice (or 7-day notice for holidays) will result in a fee totaling 25% of the initial booking estimate. This fee will not be applied in situations of extreme weather, illness or emergencies on a case by case basis. All clients will be required to sign our cancellation policy agreement to make any future bookings.
Q: Do you charge more for Holidays?
A: Yes, we charge 15% more on the specific holiday dates listed on our Pricing page.
Q: Can I board my puppy?
A: Yes, however puppies must have all 3 rounds of their Distemper vaccinations, their rabies vaccination, and at least 1 Bordetella, in addition to a fecal flotation screening before being boarded. Puppies under 6 months are not allowed to participate in daycare for safety reasons.
Q: Do you allow unfixed males and females?
A: We no longer allow unfixed dogs over 1 years old, male or female, for our Daycare option. However you are welcome to board your unfixed dog under our "Intact after 1 year" Boarding option if they are still intact after 1 years of age! If you are boarding a puppy under 1 years old, they will be under our regular "Classic boarding" option. However, unfixed dogs will only be allowed in group play on a case by case basis.
PLEASE NOTE: we will NOT accept females in heat for the comfort of the rest of our visitors. Should your dog go into heat while in our care, you or your emergency contact will be asked to pick up immediately. If you are unreachable they will be transported to Spearfish Animal Hospital for the remainder of their stay and will be subject to additional charges.
Q: What kind of dog is NOT allowed at your facility?
A:
1: As stated above, female pups in active heat are not allowed to stay with us under any circumstance.
2. Dogs that cannot be touched or handled by our staff, or are considerably untrusting of strangers (staff) are also not allowed at Paws & Relax. If we are unable to properly handle your pup, then we are unable to properly care for them. If a dog shows our staff any aggression (such as growling, biting at, or lunging at staff) at any point, they will not be allowed back with us.
3. If we are unable to contain your pup in our facility, such as: If your pup can climb out of or escape our kennels, if they can jump or climb over our fences, if they are destructive and destroy our flooring/doorknobs/fencing/gates/etc. in trying to escape, then they also won't be a good fit for us.
4. If we find, by our professional opinion, that your dog is too stressed to stay with us . The comfort of our guests is our top priority!
Q: What time can I pick up or drop off my dog?
A: We allow pick-ups and drop-offs in the morning (7:00 a.m. - 9:00 a.m.) and in the evening (5:00 p.m. - 7:00 p.m.) 7 days a week!
* Between those times, the front office is locked for the safety of the dogs as we cannot leave them unattended. If you are unable to make either of those times, you need to schedule a specific appointment time to meet with the staff for a pick-up or drop-off.
Q: How does the drop off / pick up procedure work?
A: - On the morning (or evening) you drop off your pup, you will want to arrive within our drop off/pick up time frames, which is anytime between 7am-9am or 5pm-7pm if you are doing an evening drop off. If you must drop off or pick up outside of these hours (between 9am-5pm), please make an appointment with us to do so! We cannot accommodate drop offs or pick ups any earlier than 7am or any later than 7pm.
- After you arrive to drop off, please leash your dog and double check that there isn't another guest already in the office before you enter. If we are busy helping another guest, we kindly ask for your patience in waiting for them to exit the building before bringing your dog inside! This is to ensure we don't overstimulate our guests by introducing them to strangers or dogs they may not like in such a small space, that's no fun for nervous pups! Once the coast is clear, come on in!
- We will then go over feeding/medication instructions, any behavioral notes, preferences, and anything else we should know about your dog to help us better care for them.
Q: Do you provide food?
A: No, the only thing we require you to bring is food (and any medications needed) from home! We find that switching up a pups food for a stay, is a recipe for an upset tummy! And we want our guests to be as comfortable as possible.
Q: What do I need to bring?
A: Bring a labeled container or bag of your dog's food with clear feeding instructions. You're welcome to bring toys (please limit to 3) and bedding, but please leave dishes at home unless it is a slow feeder dish or other special needs dish. When bringing bedding, please don't bring anything sentimental as bedding can become lost or get destroyed during the visit. Paws & Relax is not responsible for replacing any lost or damaged items.
Q: What does my dog do all day?
A: Social dogs spend time playing with dogs of similar temperament in small groups, rotating playmates. Unsocial dogs will spend time playing any games they prefer (fetch, tug-o-war, etc.) and frequently going outdoors. All dogs eat and rest separately within their own personal kennel.
Q: My dog needs socialized, is this a good place to bring him/her?
A: You are certainly welcome to bring your unsocialized pup for Boarding under our "Solo/Unsocial Boarding" option, however, Daycare at Paws & Relax is catered to dogs that are already socialized and need a place to run off energy with other socialized dogs. A dog that needs socialized likely requires training by a professional to become used to various stimuli and large groups. Placing an unsocialized dog in group play may only exacerbate his fears.
Q: Can my dog get hurt while playing in daycare?
A: Just like children who play on playgrounds in daycare or at school can get hurt from time to time, dogs playing with each other on the playgrounds can get hurt too. Dogs play with their mouths and paws and like to wrestle around on the ground with each other. Because of the training program our staff is required to complete, injuries are rare. If injuries do occur, you (not Paws and Relax) are responsible for any medical expenses for your dog, as you would be for a child. You need to be sure that you are comfortable with this before allowing your dog to play with others. Most owners find that the benefits of allowing their dog to play outweigh the risks.
Q: What if my dog becomes sick or injured while in your care?
A: Should your dog develop an illness or injury, we will contact you or your emergency contact numbers. While injuries are rare, dogs play rough and accidents can happen! If we are unable to reach you, we will transport your dog to our preferred veterinarian (Dr. David Elsom at Spearfish Animal Hospital). Any hospital charges accrued are the responsibility of the owner and not of Paws & Relax.
Q: Can I visit my pet?
A: You certainly can, but may find you don't need to! Our goal is to keep your pet comfortable and having fun during the entire stay. We tend to find that more often than not, a mid-stay visit can confuse your pup and cause extra stress.
Q: What happens in the case of inclement weather?
A: Veterinary personnel are always close by and the building is equipped with a back-up generator. We're also equipped for our staff to stay overnight as needed.
