Policies

HERA’s Dog Salon Policies

HERA’s Dog Salon is committed to providing the safest, most enjoyable grooming experience for you and your pets. We strive to maintain a clean and friendly environment, and provide the highest level of grooming services possible. Below are some policies that we have developed to ensure the safety and comfort of your pets while in our care.

PRE-APPOINTMENT Proof of Rabies Vaccination

To maintain a safe and comfortable environment, we must verify proof that your pet is completely up to date on his or her rabies vaccination BEFORE your first appointment. The documentation MUST be in the form of a typed receipt, record or certificate from your veterinarian.

PRE-APPOINTMENT Expelling

Due to the fact that your pet may be at our facility for 2 or more hours, in order to minimize any added stress or discomfort, please make sure to have your pets expelled PRIOR to your appointment.

Entering and Exiting the Salon

We ask that you please have all dogs on a leash when entering and exiting the salon.

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 help maintain the quality of the groomer’s equipment. Each pet is bathed with a mild, tearless shampoo, followed by a residue-free rinse conditioner. For pets with allergies, skin conditions, or other sensitivities, we do offer a medicated soak or oatmeal bath, for an additional fee. Clients are also welcome to provide any veterinary prescribed medicated shampoos or products, as needed. All of our shampoos are of the highest quality, and safe for all breed of dogs.

Anal Gland Expression

As part of the regular grooming process, we will check and express your dogs anal glands. We only provide external anal gland expression. If you do not wish this to be done, please notify us when you drop off your dog. Should your pet have impacted anal glands and requires internal expression, a veterinarian will need to provide this service.

Ear Care and Ear Hair Removal

All pets will have their ears cleaned with a mild ear cleaner. If your pet has an ear infection, we will let you know, so you may consult your veterinarian. Ear hair will be removed, or not removed, based on your preference and your veterinarian’s recommendation. However, ear hair removal is typically a standard part of the grooming process. If you choose to NOT have our pet’s ear hair removed, please let us know when you schedule your appointment.

Toe Nail Trimming

All nails will be clipped during each grooming appointment. We also offer dremel nail grinding, for an additional fee. 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 clip or grind the nails.

Appointment Arrival Times

Each groomer has specific times they take throughout the day for grooming. Please attempt to arrive promptly for your appointment. If you will be more than 15 minutes late, we ask for a call to give us a heads up on when you may arrive.

Grooming Process

There are several things to keep in mind when your dog or cat is 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. We aim to have all pets done within a 2 to 4 hour window, but this is not always possible. After your pet dries, the groomer will clip or grind their nails, clean their 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 during your drop-off, but please keep in mind that 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, bathe them, brush them and other routines to help maintain your pet’s coat.

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.

Scheduling Appointments

HERA’s Dog Salon is open 6 days a week. Our standard Hours of Operation are as follows: Monday’s we’re CLOSED, and Tuesdays through Sundays we’re open between the hours of 9 am and  5 pm, excluding holidays. Appointments are generally taken between 9 am and 3 pm, but in some cases, you may be able to book a later appointment. In order to book your appointment closest to your desired date and time, it’s helpful to know your scheduling preferences prior to calling. We’ll always do our very best to accommodate your request. Although the grooming process takes approximately 2 to 4 hours for most pets, remember that matting, or other special circumstances, may cause your pet’s groom to take longer.

Satisfaction

Our groomers will always work hard 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 cannot send a dog home in an unhealthy state. We will always keep notes on who groomed your pet, and what services and specifications were performed. You are always able to request the same groomer, but if they are not available, another groomer will be able to read notes on how your pet was groomed. If you are dissatisfied with the groom, please let us know before you leave the salon. This will allow the groomer to make any necessary corrections, and we can take notes for your next grooming appointment. If changes are requested more than 24 hours after the grooming appointment, there will be an additional charge, which may include a re-bathing fee.

Injuries

There is always the possibility of cuts, nicks, or burns during the grooming process. Some pets are harder to handle than others, and accidents can occur. There are also times when mat burns show after they are shaved out. This is not caused by the groomer being careless, but the severity of the mats. We will always do an inspection of your pet upon arrival and in the bathtub. Your groomer will notify you of any findings during those times. Should any cuts occur during the grooming process, we will notify and advise you on how to treat these injuries. Injuries resulting from the condition of the dogs matting is NOT the responsibility of HERA’s Dog Salon, and any veterinary costs due to these are at the expense of the client.