Mutts & Co. FAQ

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.

Grooming

In accordance with Franklin County Boards of Health laws, as listed in Ohio Revised Code Section 955.39, we require all pets over the age of 4 months to be currently immunized against the Rabies virus by a licensed veterinarian. Proof of vaccination in the form of verbal verification or written documentation from a veterinarian is now REQUIRED 48 HOURS PRIOR TO YOUR SCHEDULED APPOINTMENT TIME! This is required for ALL grooming services, including nail trims. Rabies tags will not be accepted as proof of vaccination. 

Mutts and Co. reserves the right to cancel any appointments without the required records provided to us before this timeframe. Vaccination records and/or exemptions can be emailed to services@muttsandco.com. You can also upload your digital copy to your Savvy Customer Portal.

** If your pet is exempt from receiving the Rabies vaccination for any reason or has proof of Titer testing, we will accept written documentation or verbal verification from your veterinarian.

** It is recommended that you wait 48 hours after vaccinations to be sure your pet doesn’t experience any adverse effects from the vaccine (ie: tenderness at injection site, allergic reaction, irritability, lethargy etc.). This is not currently a requirement of Mutts & Co., but we do ask that you please
inform your pet grooming professional if shots have been given in the 48 hours prior to visiting one of our grooming salons.

To cancel your appointment, please email us at services@muttsandco.com or call our scheduling line at 614-792-9212 at least 24 hours prior to your scheduled appointment.

Cancellations with less than 24 hours of notice prior to the scheduled appointment time will result in a fee of 50% of the reserved price for all scheduled services. Any appointments which were scheduled within 24 hours of the start time (i.e. same day or day prior) will require a minimum of 4 hours of notice prior to the scheduled appointment time to avoid a cancellation fee. Cancellation fees will be collected via your pre-authorized credit card.

If you forget or do not show up for a scheduled appointment, which we refer to as a no show, it will result in a fee of 50% of the reserved price for all scheduled services. Any appointments which were scheduled within 24 hours of the start time (i.e. same day or day prior) will require a minimum of 4 hours of notice prior to the scheduled appointment time to avoid a cancellation fee. Cancellation fees will be collected via your pre-authorized credit card.

Due to the nature of our salon-style appointments, showing up late for your scheduled appointment(s) impacts the time and quality of not just your appointment, but other clients scheduled throughout the day. 

• Arriving 10 minutes or more after your scheduled start time may require us to change the service to one which can be completed in your remaining appointment period. Clients choosing not to complete the adjusted service will be considered a ‘late cancellation’ and incur a fee.

• Clients arriving 20 minutes or more after your scheduled start time will likely require us to cancel the appointment as we will be unable to remain on schedule for the rest of our daily appointments. 

• Late cancellations listed above will result in being charged 50% of the scheduled service price. These fees are non-refundable and will not be applied to future services.

Clients are responsibile for supplying proof of up to date rabies information. Rabies tags will not be accepted as proof of vaccination. Records and/or exemptions can be emailed to services@muttsandco.com.

We will not preform a service without up to date rabies information. Proof of vaccination in the form of verbal verification or written documentation from a veterinarian is required 48 hours prior to your scheduled appointment time. This is required for ALL grooming services, including nail trims.

Mutts and Co. reserves the right to cancel any appointments without the required records provided to us before this timeframe.

You can schedule an online appointment by submitting a request through the Savvy Booking Link or by using the Savvy Customer Portal.

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.

Self Serve Dog Wash

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 Bather Box machines, 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.

Local Delivery/Pickup

Mutts & Co. Home Delivery is available 7 days a week except on New Year’s Day, Easter, Thanksgiving and Christmas. Orders are currently delivered between 2 PM to 7 PM

Yes. Orders received by 2:00 PM will be delivered that same day by 6:00 PM. Any delivery orders placed after 2:00 PM will be delivered the following day by :00 PM.*

Mutts & Co. Local Delivery is currently FREE for all purchases over $49.00. All other orders are charged a $4.99 delivery fee. 

Yes. Mutts & Co. Home Delivery is available within 7 miles of all local Mutts & Co. stores. To find out if your address is within a delivery area, enter your zip code into the validator in your shopping cart once you’ve selected Local Delivery to confirm whether it is available. If not, you can still place an online order for curbside pickup.

Yes. We will credit your Mutts Rewards account and/or Astro Frequent Buyer account for all eligible delivery purchases. At this time, Mutts Rewards coupons and Frequent Buyer free items can only be redeemed in store.

Select Local Delivery during checkout of your order.

We will deliver all items by your front door if there is no answer when we knock or ring doorbell. If you prefer, you can provide special delivery instructions online during checkout.

Yes. Delivery to a workplace is available for any client who is able to personally accept that delivery upon arrival.

Simply email us at info@muttsandco.com.

*Inclement weather or traffic delays, may affect delivery times.

Yes, but all returns must be processed at your local Mutts & Co. store.

Store

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 atbark@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 600 points you earn you receive a $10 reward that can be used on a future purchase. Participating purchases include all products and services 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.