Frequently Asked Questions – Learn How We Care for Your Pet

What Types of Products Do You Use?

We use the highest quality products available, and you can customize which products we use on your pets depending on the service we provide.

How Often Should I Visit for Grooming & Bathing?

It depends on the breed and coat; however, we recommend coming in every 2-3 weeks for bathing and 3-6 weeks for grooming. We also offer maintenance services in-between visits.

What Are Maintenance Services?

Our maintenance services include brush and comb-out services, as well as walk-in nail trims.

What Time Should I Arrive for a Spa Appointment?

We request you arrive at your scheduled DROP-OFF time. This is not an appointment time. All pets are done in the order in which they arrive and at their comfort level. Our goal is quality care and to make the best experience possible.

How Long Does an Appointment Take?

Generally, appointments take about 4-5 hours. We pride ourselves on the care and attention to detail of every pet that walks through our doors. That means that some pets may take longer due to the quality of the coat, behavior with us, and the number of in-house pets. We will call or text you as soon as your pet is ready to be picked up.

How Much Will Grooming Cost?

No two pets’ coats are the same. We do our best to give a general estimate when asked, but it is hard to be precise without having the pet in front of us. You will have a consultation with your groomer once your pet is in-house, and we will give you a more concise estimate.

Do You Walk My Pet During a Spa Appointment?

During spa services, pets are walked at least twice in our turfed yard. The addition of our day boarding service ensures more outings throughout the day.

Does Royal Treatment Offer De-Matting Services?

As professionals, we never want to shave a pet that comes to us; however, matting can cause severe skin issues, including but not limited to bruising, infections, abrasions, etc. Our job is to provide the animals that come to us with the best care possible. De-matting knotted and compacted hair is painful and sometimes not a possibility in the best interest of the pet. Maintenance is the best way to prevent matting; we urge owners to take advantage of our brush and comb-out services.

Can I Bring a Personal Shampoo From Home?

Yes. We will use any shampoo you bring from home during spa treatments and will not charge you an extra fee.

Are Your Groomers Trained?

Our groomers and bathers have over 40 years of combined experience. New hires go through rigorous month-long training. We hold our employees to incredibly high standards and are always learning more and our standards continue to rise as we learn about new techniques and products in the industry. 

What is Your Flea Policy?

If your pet is found to have fleas upon arrival, we will call and inform you. We require flea baths and Capstar (flea treatment) option if they are found with fleas, on top of the service they are here for. Our yards are treated monthly for fleas, ticks, and mosquitos.

What is Your Deposit Policy?

We require a $15 deposit for grooming services. If canceled within 48 hours, your deposit will be refunded back. Holiday boarding cancellations must be made 72 hours in advance.

What if I need to cancel my reservation?

If you are not able to make your reservation we just ask that you give us a call or message us via Gingr’s text service by 9AM to let us know your pet will not be able to make it in that day.

The “no show” fee is $35 dollars and your deposit will be forfeited. This fee will ONLY be charged to clients who do not inform us that they will not be able to make it to their reservation/appointment. 

What Do I Need to Do for Drop-Off?

During drop-off, we will review your pet’s check-in information, items being brought, feeding/medication instructions, etc. We ask that all clients leave room for a 5-10 minute check-in process depending on what instructions need to be put into the system. 

What Do I Need to Do for Pick Up?

During pickup, we will relay any needed information and check your pet out of the system. After your bill has been paid, our staff will bring your pet’s items up first, followed by your pet after.

Can I Call and Check-In On My Pet?

You are always allowed to call and check on your pet while they are boarding; however, our phones do ring a lot. For guaranteed pictures and communication, we offer our Paw-parazzi service, which guarantees at least two photos of your pet per day and a small blurb about their stay. You may also email, use our Gingr text feature, or upgrade your stay to a Sedberry Suite, which offers a 24/7 camera you can log in to during your pet’s stay.

What is Your Deposit Policy?

Regular boarding throughout the year requires a 10% deposit on the stay. During holidays, we require a 20% deposit. All deposits will be refunded if canceled 48 hours in advance on non-holidays and 72 hours in advance for holidays.

Do You Offer Estimates?

Yes. An estimate can be provided and emailed to you.

Does My Pet Need Any Vaccines or Shots?

For the safety of all our furry visitors, we require proof that your pet is up to date on the necessary vaccines/shots.

*Bordetella is a canine respiratory illness somewhat similar to the flu/cold. There are many strains of Bordetella. Dogs are particularly susceptible when under any kind of stress, like being away from family. Thus the name “Kennel Cough” being the colloquial term. Vaccines offered by vets cover most but not all forms of Bordetella. We ask that you request a 6-month vaccination from your veterinarian to be best covered. The vaccination does not prevent ALL strains of Bordetella and by bringing your dog you understand that there is still a chance of the illness being spread. Your pet being vaccinated against it does not guarantee that they will not catch it, due to the various strains of the illness.

Do I Need to Bring Any Food or Toys for My Pet?

We always recommend you bring their food to prevent an upset stomach that often occurs when switching to a different food. You are welcome to bring any personal items that make them feel comfortable.

Can You Give My Pet their Medication?

Yes! Our experienced staff and groomers can administer simple oral and topical medicines to your pet at no additional charge. We will also adhere to any special diets or treatments. Please bring your vet’s instructions for administration and scheduling.

We do not offer medical boarding or administer intravenous medication, however.

How Does Royal Treatment Keep My Pet Safe?

Our Manor is armed with a security and sprinkler system that notifies emergency services if necessary.

Do You Walk My Pet During Boarding Services?

Yes. We guarantee at least four outings in our fenced-in, turfed yard throughout the day, with the option for more if requested.

What if I need to cancel my reservation?

If you are not able to make your reservation we just ask that you give us a call or message us via Gingr’s text service by 9AM to let us know your pet will not be able to make it in that day.

The “no show” fee is $35 dollars and your deposit will be forfeited. This fee will ONLY be charged to clients who do not inform us that they will not be able to make it to their reservation/appointment. 

What Makes Royal Recess Different?

Our main difference is our smaller group play mindset. We offer groupings based on size, temperament, age, playstyle, etc. We offer supervision with our highly-trained daycare attendants, who learn your dog and their playstyle to best group them and their enrichment needs. Royal Recess has 2,500 square feet of safe play with indoor and outdoor play areas.

How Do Group Sessions Work?

We cycle groups of dogs throughout the day. When not in their play groups, dogs will rest in our homestyle kennel until their group is ready to play again. We do not offer “traditional” all-day play because we believe dogs need time to calm down and rest between their play times to not overstimulate them. We believe that your dog should be well-exercised but not exhausted. We also want you to enjoy your pet and play with them at home but without the wild and crazy energy that some dogs can have.

How Do You Keep My Dog Safe?

While our highly trained staff monitors all pets, dog fights can happen. We will inform the dog owners if a fight breaks out and make necessary moves such as vet care. The aggressor may be held liable for the injuries of the other pet.

Do You Keep Your Facility Clean?

We use vet-grade cleaners, NASA-grade air purifiers, and antibacterial soaps to ensure as much safety as possible. With that said, we cannot guarantee the outbreak of a canine illness will not occur. We will notify you immediately if your pet shows symptoms of any illness. As with a children’s daycare, pet parents assume a certain level of risk by bringing their pets to daycare when illness is involved. Royal Treatment will not be held liable for any illness that cannot be prevented. 

Is There An Age Requirement?

Our number one focus is the comfort and safety of all our guests. Starting April 28th, we will no longer be accepting new clients 12 years of age or older who have never visited Royal Treatment for any services. Although we work closely with our on-call veterinarian and veterinarians in the area to ensure the best possible environment and care possible, we are not a medical boarding facility and would hate for anything to happen on our watch due to old age that we are not equipped to swiftly handle.

We require all dogs to be neutered/spayed at six months old & be up to date with all vaccinations.

What is Your Neuter/Spay Policy?

All dogs over six months MUST be spayed or neutered or have an appointment scheduled to be done. If they are not but have an appointment made in the near future, they will be able to join in group play as long as their behaviors remain the same. If they do not, your pet will be removed from group play, and you will be asked to pick them up.

How Do I Make a Reservation?

Reservations are made through your Gingr pet portal, in person, or over the phone.

What if I need to cancel my reservation?

If you are not able to make your reservation we just ask that you give us a call or message us via Gingr’s text service by 9AM to let us know your pet will not be able to make it in that day.

There is a  “no call, no show” fee for any dogs that have a reservation and do not show up. This charge will be half the cost of a day of Royal Recess ($15) or a day off your package, if you have bought one of our savings packages.

What is Gingr?

Gingr allows pet parents to engage with us through an online or mobile interface. You can update your pet’s information, request reservations, upload immunizations, purchase packages, apply pre-payments or deposits and estimates, pay outstanding invoices, order retail items, and more.

How Do I Download Gingr?

You can download the free mobile app by searching “Gingr for Pet Parents” in the Apple App Store or Google Play Store. Once downloaded, you will need to enter a unique invite code specific to our facility to access your customer portal through the app. 

Here is a step-by-step video on how to use Gingr’s customer portal
Invite Code: 597427

How Do I Upload Vaccination Information?

Step 1: Log in to the customer portal. Navigate to the Account menu, or scroll down on the home page and select the paw print Account button. Next, select the up-arrow cloud icon “Upload Records.”

Step 2: On the Upload Records page, you can choose one of three options. Drag & drop the PDF/image onto the up-arrow cloud icon, click/tap on the up-arrow cloud icon and manually select your computer file, or send an email to [email protected] for our employees to input them manually.

How Do I Access Open Invoices and Receipts?

You can view your receipt by clicking on the “View” button next to any completed reservation, any report card created for that reservation, and pay off balances from open invoices.

How Do I Reset My Customer Profile Password?

Step 1: Navigate to the customer portal and click “Forgot Password?” Enter your email address and select Send Reset Link.

Step 2: Check your email inbox for the email containing the password reset link. From there, select the “set password” option. Once reset, you can log into the customer portal using your new password.

How Do I View Purchase Packages, Retail Items, and Store Credit?

Step 1: Log in to the customer portal. Navigate to the Shop menu. 

Step 2: Select the corresponding icon to access the applicable section of the retail space. For instance, choose the Shop Packages icon if you want to purchase a package.

Step 3: Add the desired items to your cart. Once all items are selected, click on the Shopping Cart icon. 

Step 4: When ready to checkout, click the Payment button. Customers with cards on file can click on the card to checkout, or you can add a new card from this page and select “Use this Card” to save the card details. Click the Checkout button to finalize the transaction. 

How Do I Access the Notifications Center?

The Notification Center tells you important information at a glance from your Customer Portal 2.0 home screen. Information here can include things such as if your or your pet’s profile is missing information, missing vaccines, and unsigned agreement forms. You can click on notifications in the Notification Center, which will bring you to the associated page. Once all information associated with the notification is filled out, it will disappear from the Notification Center. 

How Do I Book Reservations and Appointments?

Step 1: Navigate to the customer portal. Select your pet(s) from the Home menu and then choose Start Booking.  

Step 2: Choose a booking type, date(s), and any service add-ons.

Step 3: Add applicable notes, review an estimate if desired, and click Submit

Do You Offer a Loyalty Program?

Yes. We track our loyalty points through Gingr. For every dollar spent, you receive a point that can be converted to store credit when you reach a specific number of points. Store credit can be used on any service, retail, or package.