POLICIES & PROCEDURES
SCHEDULING APPOINTMENTS
We are OPEN Monday through Saturday from 8am with appointment ONLY. Appointments are generally taken between 8am through 9am and in some case up to 10am. Client is to ask for the later time with its groomer. Grooming process on small dogs take 2-3hrs but remember that the condition of the pet may cause time to take longer. Matting, flea treatment or behavior of pet do add more time to the process.
EXPRESS SERVICE
EXPRESS gives your pet an exclusive service; it allows your pet to be in and out quickly while looking and smelling wonderful. EXPRESS is ideal for young puppies, older dogs and pets with health conditions. EXPRESS SERVICE is only accepted at 8am. Clients who arrive after that time will not have the service accepted but rather a regular appointment. In which case it is no longer an in and out process. Each groomer may only have 1 EXPRESS appointment available for their day as it is a more demanding groom at a faster pace and attention to detail on the pets health or age. Groomer will notify the client 15-20mins before pet is complete, giving the client time to arrive for pickup.
GROOMING PROCESS
There are several things to keep in mind when your dog being groomed. Pets are washed before the groom. A clean pet is easier to groom than a dirty one. Depending on how well you pet handles the dryers, it is difficult to know how long your pet will take to be dried. Dogs who do well with a hand dryer (pressure blow dryer) tend to dry faster. Dogs who are shy or sensitive to loud noises tend to be kennel dried, this process takes much longer. We aim to have all pets done within a 2-3 window, but this is not always possible. After your pet dries, the groomer will clip and grind nails, clean the ears, and then begin the grooming process. Some pets may or may not like being brushed, and if they have mats it can be a time consuming process. Mats that are too close to the skin may need to be cut out for the comfort of your pet. You will always have the opportunity to speak with your groomer when you drop off, but keep in mind there is only so much we can do when a dog has severe matting. If we cannot do what you ask, we will notify you of other options. In some cases it is best to just start over and put your pet on a good maintenance program. The groomer can speak with you after the groom to give you advice on how often you should bring them in, brushes, and other thinks to help maintain your pet’s coat.
APPOINTMENT ARRIVAL TIMES
All our Appointment drop offs are in the morning between 8am and 9am. Please attempt to arrive promptly at those times. Pets get groomed in order of their arrival always. Late arrival for appointments also throws off a groomers schedule, this is why we book your pet at a specific time. If you are going to be late, please notify us as soon as possible. We will give you a call to confirm you are on your way 30mins before 9am cut off time.
A groomer, at their discretion, may also refuse appointments more than 30 minutes late. If your pet is late, you should also expect that they may take longer to finish than usual, as the groomers cannot allow all their other grooms to be late to accommodate for time requests.
DROP OFF, PICKUP, PARKING, ENTERING &Â EXITING GROOMING SALON
We do offer curb side drop off and pickup, but please make sure to ask about this when scheduling your appointment. We ask that you please have all dogs on a leash when entering and exiting the salon. This is to ensure the safety of your pet and others. Each pet has a 1hour time for pickup after groomer notifies you that your pet is ready and a maximum of 2. After the 1 hour has passed there is a $10 late pickup charge added and a 2nd $10 added after 2 hours.
BATHING REQUIREMENTS
All pets are required to be bathed as part of the grooming process. This is not only for the benefit of your pet, but also to not damage the groomer’s equipment. For pets with allergies, skin issues, or other sensitivities, we do offer a medicated soak or oatmeal bath. Clients are also welcome to provide any vet prescribed medicated shampoos as needed. All of our shampoos are of the highest quality.
EAR CARE AND EAR HAIR REMOVAL
All pets will have their ears cleaned with a mild ear cleaner. Ear hair will be removed/not removed based on your preference and your vet’s advice. Ear hair removal is typically a standard part of the grooming process, if you choose to not have your pet’s ear hair removed please let us know.
TOE NAIL TRIMMING
All nails will be trimmed and grind during each grooming appointment. We always do our best to trim the nails as short as possible, without hurting your pet. Should your pet show any signs of aggression during the nail trimming process, we will muzzle your pet for the safety of the groomer and the pet during the nail trimming only. We do not like to use muzzles and will try everything possible to avoid muzzling your pet. If your pet is showing signs of stress or aggression, we may not be able to grind the nails.
CANCELLATION/ NO CALL & NO SHOW POLICY
If it is necessary to cancel/skip your grooming appointment, we do ask for a 24 hour notice when possible. Early notification allows us to fill empty appointments with call ins or our wait list. Not notifying us causes the groomers to miss out on appointments they could have otherwise filled, and a loss of commission for them. We do understand that unexpected issues can occur without much notice, please notified us ASAP in those cases.
After a second last minute cancellation in a row it will result in having to pay a $25 scheduling fee for your next appointment. The $25 will apply towards the groom, however if you cancel again within 24 hours, or NCNS, the deposit is lost.
After the first No Call No Show, if a second one occurs, we will charge a $25 missed appointment fee before allowing for rescheduling. Continued missed appointments may result in us not taking future appointments for your pet.
SATISFACTION
Our groomers will always work to give your pet the cut that you want, however, keep in mind that your pets comfort and health are always our number one priority. We will always keep notes on who groomed your pet and what was done for the groom. You are always able to request the same groomer and if they are not available, another groomer will be able to read notes on how your pet was cut. If you are unsatisfied with the groom, please let us know before you leave the shop so that the groomer can make any necessary corrections and we can take notes for the next groom. If changes are requested more than 24hrs after the grooming appointment, there will be an additional charge which may include a re-bathing fee.
There are no REFUNDS
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TIPPING YOUR GROOMERS
If you are pleased with the service you have received we encourage you to show your appreciation to your groomer. Although not required, a gratuity is a powerful way to say "I appreciate your work." Even a note from you, simply saying "thanks for a job well done" means a great deal.
REFUSAL OF SERVICE
We reserve the right to refuse service. If a client is persistent or being hostile to our staff we will be within our right to have that client vacate our salon and refuse future service. If a pet has attacked one of our groomers that pet will be banned from our facility for any future services. A pet who is aggressive or vicious will be refused service at our discretion. We strive to have a safe environment for our staff to work in.
DANGEROUSÂ ORÂ AGGRESSIVEÂ ANIMALS
If your pet is going to bite during grooming, this is aggression. If your pet is aggressive, the dangers of doing a full body hair cut increases for the pet and for the groomer. MOST groomers do NOT want to have a hand or face injury from the work they love. It can be the end of his/her career.
If we cannot safely groom your dog by safely restraining and/or muzzles, we may recommend you discuss sedative options with your vet before returning for another groom or we may refer you to a vet for full sedation grooming. You also understand that the groom may not be completed but there may still be a grooming fee charged for the services rendered until that point. It is your responsibility to let your groomer know if your dog has bitten a human or another dog before. If you do not disclose your pet’s aggression or behavioral issues, you may no longer receive services at our salon.
INJURIES DUE TO YOURÂ PET POLICY
In any case in which your pet attacks a groomer that pet will be removed from the work area as safe as possible without the risk of hurting another groomer in the process. That pet will be place in a waiting for pickup kennel with a lead on. Client will be notified immediately of the attack and will be asked to pick up their pet as soon as possible, the groom will be terminated at that point.
Grooming fee of work up to that point will still be charged. Any medical bills steaming from the attack on the groomer will be sent directly to the pet owner. Each pet owner is responsible for their pets' actions.
A credit card from pet owner will be placed on hold until the Medical Bill is available.
Client will be asked to forward all vaccine records up to date from their pet to have handy for the Doctors once they need them to verify pets'Â history while tenting to the groomer's injuries.
News
WELCOME HOME Winter Texans!
K9 HEADQUARTERS would like to welcome back all Winter Texans. K9 Headquarters is one of the prime Pet Grooming destinations for our Winter Texans community. Our groomers are ready to assist you with any grooming questions and booking appointments. Give us a call.
NEWS
UPDATES
CLOSED WEDNESDAY'S
Until further notice
We will designate Wednesdays for Job Interviews. Adding to our staff helps us keep up with the high demand of traffic we receive for grooming appointments. To better serve you, we are Hiring Groomers.
CURBSIDE
UPDATE to our Drop-off/Pickup Process
Drop-offs will remain a curbside service. Drop-offs are in the morning between 8am-9am. Our Display above will help our new clients upon arrival. Remain in your vehicle at all times and in your drop-off lane. One of our workers will assist you.
Thank you.
CURBSIDE
UPDATE to our Drop-off/ Pickup Process
Pickups will be standard parking as displayed above. You may come inside to our lobby for pickup. Lobby OPEN. Make sure you arrive once your pet is ready and not before. Thank you.
Opening Hours
BY APPOINTMENT ONLY
Mon - Fri: 8am - 5pm
Sat: 8am - 3pm
Sun: Closed
Wed- Closed (until further noticed)