FAQ: Frequently Asked Questions

Have questions about Mutts and Co. Grooming or Self-Serve Dog Wash? Want to know about our policies or figure out how our Rewards Programs work? We’ve got you covered. Click on the links below to filter answers to the most commonly asked questions we receive here at Mutts and Co. If you have a question that isn’t answered here, feel free to contact us at our contact page and we’ll get back to you with the answers.

FAQ

We strive to be flexible and accommodating for our clients and therefore offer extended weekday and weekend grooming hours. Appointments can be made as early as 9 am and as late as 7:00 pm, depending on the day and service requested.

For the health and safety of our pets and others, Mutts & Co. requires all pets entering our facilities to be up to date on rabies vaccinations. Documentation or verbal confirmation from your veterinarian will need to be provided prior to the grooming service being performed. Sorry, but we cannot accept rabies tags as proof of vaccinations.

We understand that life happens! As a courtesy to all of our guests, we request that you give us a 24 hour cancellation notice so that we can give that time slot to another customer. If we do not receive a 24 cancellation notice, a $25 cancellation fee may apply and future appointments may require pre-payment.

As a complementary service, we include an external gland expression as part of every grooming package. If we feel that we cannot safely perform this service without risking injury to the gland, it will not be performed, and we will direct you to your veterinarian.

Because we schedule much like a traditional hair salon, it is critical that you arrive on time for drop off and pick up. If you know that you will be late, please call us to confirm that we will still be able to perform your scheduled groom, as there is the possibility that we might have to reschedule to avoid delays for our other clients. We know that things happen, so we will work with you to schedule or re-schedule when it is most convenient for you.

Please visit our Grooming page for a full listing of services.
 

Absolutely! We will work with you to schedule your appointments to best suit your needs.

We have a great respect for our senior friends and believe they deserve the best. When your pet reaches a certain age, however, it is better to provide the essentials. Our goal is to keep your dog comfortable and happy when they are receiving these services. Sometimes, this means that they aren’t going to get the “show cut” you might want, but they will be well taken care of and experience minimal stress!

De-matting charges may apply depending on the amount of time required to complete the de-matting process. Typically, additional de-matting (via brushing or shaving) that requires more than 10 minutes of the standard appointment time will result in a charge of $1 per minute, or $60 an hour. If we attempt to de-mat but it results in excessive discomfort for the pet, we will stop the process and consult with you to discuss other options.

We have a firm policy that we will not submit pets to stresses caused by lengthy grooming sessions or procedures that may aggravate age, joint and or health related conditions. Dogs with extensive grooming needs require more grooming time per visit, which can exhaust their ability to cooperate and increase their discomfort, and ultimately lead to behavioral problems. Depending on the severity of the matting, we may be able to accomplish what you desire. If the matting is severe and next to the skin, the most humane option is almost always to perform a shorter cut so that we can start with a clean palette. With proper at-home maintenance, it is possible to keep your pets coat the desired length. Please talk to us about your goals, and we will work with you on recommending the appropriate tools and techniques to achieve them.

No appointment is necessary to use our self-serve facility. Just bring your pet in at least 30 minutes before closing to ensure sufficient bathing time.

Because dogs cannot sweat like people, the use of extremely hot bathing water could result in overheating. For this reason, we set the water temperature in our self-serve facility to 94-98 degrees. This optimum temperature may feel cool to you, but is very comfortable for your pet. When using the HydroSurge tubs, test the water temperature prior to spraying your pet with the nozzle as water temperature may vary due to the design of the bathing system.

Most of our customers find that we have supplied them with everything they need for a job well done! However, feel free to bring special products that you prefer to use.

Well, this depends on you and your dog! While we have designed our facilities to minimize the “wet factor”, it is best to dress accordingly and you must be sure to wear slip-resistant shoes to ensure safety during the bathing process.

You can find a complete listing of our self-serve dog wash services on our self-serve dog wash page.

You may sign up in store or online to receive our emails that contain news, information, event information and specials. We never sell or share your information and you may unsubscribe at any time.

If you aren’t completely happy with your purchase from Mutts & Co., you can return it to our store within 30 days along with your original receipt and we will refund your purchase. Items returned without an original receipt within 30 days will receive a merchandise credit. Items must be returned in original packaging with attached product tags and in a sellable condition. We cannot accept damaged or soiled items (no fur, smoke or other smells). For the health and safety of both pets and their people, no returns can be made on beds, carriers, mats, blankets and car-seats. Clearance item sales are final. Personalized items, special orders and any item that is noted as a custom order, cannot be cancelled, exchanged or returned. Mutts & Co. reserves the right to refuse any return at our discretion.

If your gift card is lost, stolen, or destroyed, Mutts & Co. may replace it if you are able to provide us with the gift card number. The replacement card will be for the value of the gift card at the time Mutts & Co. receives your report of loss, theft, or unauthorized use. Please contact Mutts & Co. at 614-792-6888 for information on gift card replacement.

At Mutts & Co., we are committed to giving back in our community. We actively support local non-profit organizations whose focus is on improving the lives of homeless pets and/or contributing to the reduction in the number of homeless pets through spay/neuter programs and community education. Please complete the donation request form for consideration of a donation.

If you would like to contact someone regarding an experience in one of our retail stores email us at bark@muttsandco.com. If your experience was not what you had expected, we will make every effort to correct the issue. We may also ask for permission to share your feedback on our website on social media.

Well-behaved, leashed dogs are always welcome in our stores. Dogs must be up to date on vaccinations and free of fleas. For the safety of all our patrons and their pets, leashes must be no longer than 6’ and retractable leashes must be locked at all times. Please do not allow your pet to mingle with others during your visit. Dogs must be under owner control at all times. If you are concerned about your pets behavior during your visit, please consider a muzzle for additional safety.

At Mutts & Co. we currently offer 2 ways to save! Our Mutts Rewards Program lets you earn credit and redeem rewards on any participating product or service we offer. For every $200 you spend in our store, you earn a 3% credit that can be used on a future purchase. Participating purchases include all products and services except all forms of dog and cat food. In addition, we also offer a Frequent Buyer program for food purchases. Earn FREE bags of food. For our Self Serve Dog Wash clients we offer a Frequent Bather Card. Please visit our Rewards page for complete information on both our Mutts Rewards and Frequent Buyer programs.

We believe in supporting the community and also endeavor to be a primary resource for pet owners in the neighborhoods we service. Please see our events page for an events calendar and additional information on events we currently have planned in our stores.  If you wish to hold an event in our store, please email us at events@muttsandco.com.

Please visit our locations page for a complete listing of all our Mutts & Co. stores and contact information.