Underdogs Policies

Packages & Pricing:

At Underdogs, one of our core values is that every dog should have their day. Therefore, our packages are all inclusive; your dog will get the right products chosen for their specific skin and coat type by a Certified Canine Esthetician. Their teeth will be brushed, their ears will be cleaned and their nails will be clipped and/or filed. There are no hidden fees to ensure your dog gets what they need. This does mean our base price is a little higher, but we take pride in sending your dog home looking and feeling their best.  
Given the nature of this individualized attention, we cannot give you exact quotes until we have assessed your dog’s skin, coat and behavioral needs in person.
We understand that in this day and age many people need to prioritize their budget, and that's ok! We are happy to meet with you and your dog, prior to your groom and give you an estimate. However please understand that it is only an estimate and that can change should the scope of the work change during the course of the groom. For example, your dog has an intense fear of the blow dryer that no one was aware of beforehand, they require extra time and desensitization, and that's the sort of thing that can add on surcharges. Of course, these things will be communicated to you as they arise, no one likes a sticker shock at pickup!
We are a Fear Free facility. Fear Free philosophy is the integration of positive reinforcement training and grooming. We do not push dogs beyond their threshold of fear, anxiety and stress. Science has proven in abundance that the old school methods of “just getting it done” only makes behaviors intensify.
Therefore, your dog may not leave with a perfect haircut. We may not be able to provide all of the services requested..for now. We will however work with you, your dog and if necessary, trainers, veterinarians and behaviorists to get your dog to a place where they are equipped to be groomed comfortably and safely. This extra time and attention require an investment from you, their guardian to ensure success and we will work with you to create a plan that is realistic for your lifestyle.
Aside from the individualized attention to their behavioral, skin and coat needs, we offer several services that are optional upgrades.

On Ear Plucking & Anal Gland expression:
Emerging science suggests that most dogs do not require these services, and if/when they do, that the safest provider is your veterinarian. Therefore, we do not express anal glands, and will only perform ear plucking on healthy ears with no signs of soreness or infection, at an additional charge.

Fleas, ticks and other parasites:
We strongly encourage you to keep your dog current on the flea & tick preventative product that you and your veterinarian determine is best suited for their needs. We do not perform flea baths, flea dips or apply flea prevention at our facility. Should fleas or other contagious parasites be discovered during any point in the grooming process, you will be asked to pick up your dog immediately and return once they have been determined parasite free. A $40 cleaning fee will be applied to any pet that enters our facility with fleas. A reasonable amount of ticks will be removed if it is deemed safe to do so, but dogs with an excessive amount of ticks will be referred to their veterinarian for removal and health assessment before returning.

Behavioral limitations:
Please inform us of any specific triggers your dog has regarding being handled. Some dogs just don't like certain things, and that's perfectly normal! However, the staff at Underdogs is not only empowered, but encouraged to stop or refuse a service if it becomes unsafe for human or animal. We are prepared to accommodate an array of special needs and will do our best to help, even if that isn't with us. We network with many service providers in the area so even if we aren't the right fit, we will do our best to help you find someone who is!

Financial Responsibility:
All Underdogs clients are required to keep an updated credit card on file. For your first appointment we do require a $25 non-refundable deposit to hold your spot. This will be held and applied to your first service.  

General policies:
We provide one on one appointments for all clients and therefore our ability to manage our time is of the utmost importance. Therefore we ask that you arrive no more than 10 minutes prior, nor 10 minutes later than your appointment time. Early drop-off or late arrival can be arranged, but extra fees will be applied. If you are more than 15 minutes late your appointment may be rescheduled or services may be adjusted to fit within the allotted time slot.
It is also very important to be available to pick up your dog at any point during their grooming services. Generally we ask for a 2-3 hour window and provide you with an expected pickup time. We will provide up to 30 minutes prior notice of your dog’s expected completion via text or call. We have limited kennel space and like to provide a calm, peaceful environment for the dogs in our care. If you are going to be more than 15 minutes later than expected completion time, we simply ask that you stay in contact with us. However if you are more than 30 minutes later than the stated pickup time, a $30 fee will be added, and for every 30 minutes thereafter, another $30 will be added. If you fail to pickup your dog by end of business day and we cannot reach you, we will have no choice but to notify ACS of abandonment and your dog will be relinquished to them, as the terms of our lease and insurance policies do not cover boarding services.
Please ensure your dog has time to relieve themselves prior to arrival and do not allow them to do so on or near neighboring businesses. There are grassy/wooded areas to the side and behind the shopping center and we ask that you pick up after your dog and dispose of the waste in an appropriate receptacle. If you need a bag we are happy to provide you one! We respect our neighbors and want to keep a great relationship with them by ensuring our clients do not litter the property with pet waste.
Verbal abuse of our staff will never be tolerated. We understand that our clients are passionate about their pet's care, we are too! However we feel very strongly that disagreements can be resolved politely and any hostility towards any member of our staff will result in removal from our client list.
Payment is always due at the time of services rendered.
If your dog has a bite history, a health condition or is on medication that you do not inform us of prior to services, we will terminate the client-provider relationship. At Underdogs, the safety of our staff and of the dogs in our care is always our first priority and failure to fully inform us of anything that might compromise that will cause you to be removed from our client list.