General Questions
1. How often should my dog be groomed?
Most dogs benefit from grooming every 4–8 weeks, depending on their coat type, lifestyle, and length. Regular grooming keeps their coat healthy, prevents matting, and helps maintain hygiene, hence their health!
2. What’s included in a full groom?
Our Signature Groom includes:
A bubble bath with shampoo & conditioner
Blow-dry and brushing
Breed-specific or owner-preferred haircut
Nail trim
Paw pad tidy
Ear cleanse
Sanitary trim
Finishing spray and bow or bandana 🎀
3. Do you offer puppy grooms?
Yes! We recommend introducing puppies to grooming from around 12–16 weeks (after C5 vaccinations). Puppy grooms are gentle, short sessions designed to help your pup feel comfortable and confident.
4. How long does a groom take?
It depends on your dog’s size, coat, and condition. Most grooms take 1.5 to 3 hours. We’ll give you an estimated pickup time when you drop off your dog.
5. Can I stay during the groom?
We ask that owners not stay during the session, as some dogs can become distracted or anxious. They relax more when they can focus on their groomer and the introduction of tools, etc.
6. My dog is nervous — can you handle that?
Absolutely! We take a patient and gentle approach, allowing breaks and positive reinforcement. Please let us know about your dog’s temperament so we can tailor their session. We do ask for a note about their behaviour and past instances of anxiousness/aggression etc., to best tailor our approach.
7. What if my dog has mats or tangles?
If matting is mild, we can usually brush it out gently. For heavy matting, we may need to clip shorter for your dog’s comfort and safety. We’ll always discuss this with you first.
8. Can I request a specific style?
Of course! We love creating styles that suit both your dog and your preferences. Feel free to bring photos or explain what you like when dropping off your pup.
9. Do you express anal glands or brush teeth?
We provide light external gland expression and basic teeth brushing as part of our grooming services when suitable.
However, if there are any signs of infection, swelling, discomfort, or bleeding, or if your dog’s anal glands or dental health require medical attention, we will pause the service and recommend that you see your vet.
Please note that groomers are not a replacement for veterinary care, and we’ll always put your dog’s health and safety first.
10. What if I need to cancel or reschedule?
We understand that plans can change!
Members: You can cancel up to 24 hours before your appointment at no charge. If you cancel within 24 hours (for example, 2 hours before your booking), a 50% cancellation fee applies.
Non-members: Cancellations made less than 24 hours before your appointment incur a 100% fee of the booked service. With at least 24 hours’ notice, only a 50% fee applies.
11. What products do you use?
We use fragrance-free, dye-free, silicone-free, paraben-free, pH-balanced, biodegradable, and hydro-bath-safe shampoos and conditioners. They’re gentle yet effective, ideal for maintaining healthy skin and a soft, shiny coat.
Can you cater to my dog with sensitive skin or allergies?
Absolutely! We regularly groom dogs with sensitive skin. Please let us know in advance if your dog has any allergies, or feel free to bring your own products — we’ll happily use them to minimise any risk of irritation.
Do you use any scents or finishing sprays?
At the end of each groom, we offer a light essential oil spritz (lavender, frankincense, myrrh, or rosehip as a topical spray) for a calming and natural fragrance. If your dog is sensitive to scents, just let us know — we can skip this step!
12. Do you groom all breeds and sizes?
Yes! From tiny toy breeds to large double-coated dogs, we’re experienced with all coat types and personalities.
13. Are vaccinations required for grooming?
Yes. For the safety of all dogs in our care, we require that your dog is up-to-date on core (C5) vaccinations, including:
Distemper, Hepatitis, Parvovirus (DHPP)
Kennel Cough (Bordetella), depending on breed and age
Rabies (Dogs need a rabies vaccine in Kew, Australia, as it is a core vaccine recommended for all dogs due to the risk of the disease and local regulations.)
Please bring vaccination records for your first booking. Puppies can start grooming once their first round of vaccinations is completed and cleared by a vet.
14. How do you handle nervous or aggressive dogs?
We understand some dogs are anxious or reactive. Our groomers are trained in gentle handling, positive reinforcement, and stress-free grooming techniques.
For dogs with significant fear, aggression, or medical issues, we may:
Recommend shorter, gradual sessions
Ask that your dog be familiarised with our environment first
Require you to provide a muzzle or special handling instructions, or we may muzzle your dog
Your dog’s safety and the safety of our team are always our priority.
15. When do you refer a dog to a vet?
During grooming, we may notice issues that need medical attention, such as:
Skin infections, rashes, or unusual lumps
Ear infections or persistent discharge
Eye irritation or unusual growths
Severe matting or wounds that could hurt the dog if groomed
Severely overgrown nails penetrating deep into your dog’s paw
In these cases, we stop grooming and advise a vet check before continuing. Grooming is not a substitute for veterinary care — your dog’s health comes first!
16. What should I do if my dog has a health condition?
Health Conditions & Disclaimer
If your dog has chronic or pre-existing conditions (such as heart issues, diabetes, allergies, or arthritis), please let us know before booking. We may need to follow your vet’s guidance to ensure the safest, most comfortable grooming experience.
While we take every possible precaution and treat each dog with the utmost care, grooming does involve some inherent risks—especially for pets with health conditions. By booking a session, you acknowledge that we cannot be held responsible for any unexpected health incidents that may occur, though our team will always do everything we can to prevent problems and respond appropriately if they arise.
