FAQs

If you have questions you will most likely find the answer below in our FAQs. If you don’t find the answer you’re looking for feel free to contact us with your questions.


Grooming

Do you require vaccinations?

Dogs

Yes, we do require all grooming clients to have up-to-date vaccinations on Rabies as required by the state of Tennessee. Exception only valid when released by a licensed veterinarian due to age or health condition. We do recommend DHPP & Bordetella, but these are only required for when your dog boards with us.

Cats

Yes, we do require all grooming clients to have up-to-date vaccinations on Rabies as required by the state of Tennessee. Exception only valid when released by a licensed veterinarian due to age or health condition. We do recommend FVRCP for our cat clients as well.

Can I watch as my pet is being groomed?

Dogs & Cats

Unfortunately, pet parents are not allowed in the grooming area. For your pet’s safety we restrict parents to be visible during the process, despite what most pet parents believe their pet will do worse for a groom if they are present in the room. Your pet will feel you are there to save them and attempt to get to you with any means necessary which could lead to an injury.

How long does the process usually take?

Dogs

Our average turn around for most dog grooming & spa services is approximately 3-4 hours. Although this is our average it is not a guarantee, as unpredictable situations can arise from your dogs behavior to everyday problems that can slow us down. You can feel free to call anytime throughout the process to check in and see the progress on your dog.

Cats

Our average turn around for most cat grooming & spa services is approximately 2-6 hours. Although this is our average it is not a guarantee, as it is dependent upon the services rendered and the possibilities of unpredictable situations can arise from your cats behavior to everyday problems that can slow us down. You can feel free to call anytime throughout the process to check in and see the progress on your cat.

What events may lead to you having my pet longer than the estimated time?

Dogs

The most common factor that will affect your dog’s completion time is drying, since we use hand driers to dry each dog straight through. Our high velocity drier is loud and can be scary for some dogs. This is not something we will force them through just to complete them quicker, as it will lose their trust in us. But other factors can include aggression, matting, and lack of cooperation.

Cats

The most common factor that will affect your cat’s completion time is drying, since we use hand driers to dry each cat straight through. Our high velocity drier is loud and can be scary for most cats. This is not something we will force them through just to complete them quicker and may be a reason to not bath in the future as we want to retain their trust in us. But other factors can include matting and lack of cooperation.

Do you have breed restrictions on your Grooming & Spa Services?

Dogs & Cats

No, we do not enforce any breed restrictions on our Grooming & Spa Services for any of our clients. Our grooming team is experienced with all breeds and styles. As we only reserve the right to refuse service to aggressive and unpredictable pets, we do not label breeds as aggression or unpredictable.

Do you allow walk-in appointments?

Dogs

Yes, we do offer limited services for walk-ins such as Nail Trims, Nail Files, & Ear Cleanings, all of which require no appointment. But all Grooming & Spa Services are by appointment only and are never available same-day. To view the full list of what services we offer as Walk-Ins, please click here.

Cats

Yes, we do offer limited services for walk-ins such as Nail Trims, Nail Files, & Ear Cleanings, all of which require no appointment. But all Grooming & Spa Services are by appointment only and are never available same-day. To view the full list of what services we offer as Walk-Ins, please click here.

**Please note all walk-in services may be asked to wait or come back before the services can be performed, which will depend on current workload and space availability**

Do you offer a multiple pet discount?

Dogs & Cats

No, we do not offer multiple pet discounts for any Grooming or Spa Services. We do however offer the following discounts for Grooming & Spa Services only:

  • 10% off your pets first Grooming or Spa Service
  • 10% off your pets Grooming or Spa Services if servicing within 4 weeks of last service
  • 20% off your pets Grooming or Spa Services if servicing within 2 weeks of last service
  • 30% off your pets Grooming or Spa Services if servicing weekly
  • 10% off any Grooming & Spa Service for active military

Am I able to drop off my pet early for their appointment?

Dogs & Cats

Yes, we allow drop off as early as 2 hours prior, and if there is a need for earlier drop off it must be pre-approved before arrival. If dropping off earlier than 2 hours prior, you may be subject to an additional charge of $20 applied for the extended stay.

When do I need to pick up my pet after completion?

Dogs & Cats

Upon completion of services our receptionist will contact you, at which point we will keep your pet for 2 hours before you will be subject to an extended say fee of $20. Our receptionist will attempt to contact you again during those 2 houors if contact was not originally made.

Do you place my dog in a kennel or free-roam? [DOG ONLY]
We kennel all grooming and spa pets, while keeping families together if preferred. If you prefer your pet not be placed in a kennel, we do have a daycare option for those under 20lbs. and pass our temperament test. If your pet weighs more than 20lbs. not able to be socialized in our daycare, or you want them done quicker, we do offer an express service (must be scheduled ahead of time) to ensure your pet never touches a kennel. If express services are scheduled your pet will be ran straight through the grooming process with no breaks to ensure you get them back as quick as possible without being placed in a kennel.

What is a lion cut, and why can I not get a different style? [CAT ONLY]
A lion cut is a haircut style that doesn’t necessarily look like a lion, but the cat will be shaved close to the skin on the body and part way down the legs. There will be a mane left, boots on the feet, and your choice of a plum tail or a full tail. This cut is the safety and most effective style for any cat to get. As cat’s fur does not fluff like a dog and is extremely difficult to cut smoothly and safely at longer lengths. Cats must be shaved with custom blades designed specifically for their hair and skin, normal grooming blades used on dogs can grab and cause injuries. So, for the safety of your feline friend we recommend a lion cut if you wish to get a haircut.


Boarding


What is required before my pets is boarded with Pawsitively Purrfect?

Dogs
We require the following vaccinations prior to arrival:
• Rabies
• Bordetella (administered within 6 months of stay)
• DHPP
• Flu Shot
Cats
We require the following vaccinations prior to arrival:
• Rabies
• FVRCP

Do you have any restrictions?

Dogs & Cats
The only restrictions we have with boarding with us are as follows:
• Weight limit of 35lbs.
• Kennel Aggressive

Do I need to make a reservation before my pet can be boarded?

Dogs & Cats
We do require reservations be made for any boarding prior to arrival, due to our limited space we do not guarantee any reservations especially around major holidays. Please know a non-refundable deposit will be required for all major holidays. Please call us today or schedule during checkout at your next visit.

Do you have a discount for multiple pets?

Dogs & Cats
We do not offer a discount for multiple pets, but if your pets are boarded together at a max of two (2) per kennel or combined weight of 35lbs. we offer a family price as follows:
• Cat Family $30/day ($10 savings)
• Dog Family $60/day ($10 savings)

**Please note that these prices are only for same family and we can not combine cats & dogs in the same kennel**

What are your drop off and pick up policies?

Dogs & Cats
As our rates are charged per day, with a minimum charge of one (1) day. We do reserve your pet’s kennel from opening on your reserved arrival date to closing of your departure date. So, there is no obligation to picking up or dropping off as to when your pets kennel will be ready, only how we charge for your pets visit.

We will charged an additional day, if one of the following occurs:
• Drop off your pet prior to 5:00pm on your arrival date
• Pick up your pet after 10:00am on your departure date

Sunday pick ups will be available only doing the hours of 12:00pm to 2:00pm.

What should I bring for my pets stay with Pawsitively Purrfect?

Dogs
For your dog’s stay we recommend the following:
• Their food & current diet (pre-portioned into individual baggies)
• Treats you want them to have (no bones, long lasting chews, etc.)
• Bedding is optional, we do supply a bed (we are not responsible for damage to theirs)
For your dog’s stay we don’t recommend the following:
• Don’t bringing toys or anything that can become a choking hazard (we will not leave them with your dog)
• Bones or long lasting chews (if they are not a quick consumable they will be kept in their belongings)
• Don’t be bowls, as we supply our own and can’t be responsible for yours
Cats
For your cat’s stay we recommend the following:
• Their food & current diet (pre-portioned into individual baggies)
• Treats you want them to have
• Bedding is optional, we do supply a bed (we are not responsible for damage to theirs)
For your cat’s stay we don’t recommend the following:
• Don’t bringing toys or anything that can become a choking hazard (we will not leave them with your cat)
• Litter, unless they must use a certain type (we only carry if they are not a quick consumable they will be kept in their belongings)
• Don’t be bowls, as we supply our own and can’t be responsible for yours

Will my pet be around other animals?

Dogs & Cats
Our current boarding options are for kennel only, so your pet will not be in contact with any other pets during their stay with us with exceptions to same family pets.

How many times is a dog taken out? [DOG ONLY]

Every dog will be walked upon arrival in the morning and at closing time for a maximum of 20 minutes. They will be taking out an additional 1 to 2 times for a quick stretch and potty break. We do offer additional walks for pets upon clients request for $10/walk.

Our staff cleans and sanitizes the kennels between each pets stay, for any accidents that might occur during their stay, and at the end of each day during their last walk. If any accident does occur in their kennel they are immediately transferred to a clean kennel while theirs is sanitized and cleaned. They will also be cleaned up if anything gets on them.


Price Match Guarantee

How do I request a price match from your store?

When making a purchase, please talk to our Front Desk Team Member to proceed with your price match request. Please tell our Team Member about the lower price that is still in effect and where it is located, and our associates will review and verify the price match request on the spot. The lower price must be verified before it can be processed.

What is considered a local retail competitor?

A local retail competitor for retail store purchases is a retail store authorized by a vendor to sell a new, factory-sealed product and is located in the same market area (within a 25-mile radius) of our store.

How do I show “proof” of price?

The best way to show proof of price is to bring in the competitor’s current ad or notify us of the website address of the designated online retailer. We may call the competitor’s retail store or check the website address of the designated major online retailer to verify the lower price and availability of the item.

Do you match the prices of a Warehouse club?

Yes. We do match the prices of Warehouse clubs as long as the Warehouse club is a local retail competitor, has an identical immediately available product and all other price match criteria are met. If the Warehouse club website price requires a membership ID or login to view, price match is only available in a Pawsitively Purrfect store (not via phone or chat) and must be a live offer (not a screenshot).

Does Pawsitively Purrfect match the price if it results in a price being below Pawsitively Purrfect’s cost on a product?

Yes. So long as the price match requested is on an identical immediately available product and all other price match criteria are met.

Are competitors’ services eligible for price matching?

No. Due to the differences in services being performed, we do not match competitors’ service prices. This includes, but is not limited to, services such as pick up, delivery, grooming, bathing, and boarding services.

What if the competitor does not have the item in stock or has limited quantities of the product?

Sometimes a qualifying competitor will advertise a product in ads and on its website as having limited quantities in stock. If the item is out of stock or the competitor has advertised as limited quantities of an item, it is not eligible for price matching. Likewise, if Pawsitively Purrfect has a product that is advertised as being limited in quantity it will not be eligible for price matching.

Does Pawsitively Purrfect price match “free gift with purchase” offers?

No. Pawsitively Purrfect does not price match “free gift with purchase” orders. This includes free gift card with purchase offers.

Does Pawsitively Purrfect match competitors’ trade-in value and offers on trade-in products?

No. Pawsitively Purrfect does not match our competitors’ trade-in value and offers on trade-in products.

How does the Price Match Guarantee apply to coupons?

Pawsitively Purrfect does not match competitors’ coupons. Also, customers can either use a coupon or price match to a lower price, but not both. Pawsitively Purrfect does not allow a coupon to be used on a product that has a price match.

How does the Price Match Guarantee apply to sales tax?

Pawsitively Purrfect matches the pre-tax price. We do not take sales tax into consideration for price match purposes. We will not override sales tax to match a competitor’s price.

How does your price match policy apply to pre-orders?

If the price of a pre-order item drops at the time of shipment, you will automatically be charged the lower price. Your credit card is not charged until the product is shipped.

Pawsitively Purrfect may amend these terms at any time.

Effective Date: January 1, 2019


Special Orders

Can I special order items not in your store?
Absolutely! We want to help serve our community and customers with offering access to their favorite foods, treats, toys, and pet supplies. But due to our limited space we unfortunately can’t carry every product that we are able to get or want to carry in our store. So just give us a call or stop by today to arrange your special-order.

How do I place a special order in your store?
Currently the only ways to submit a special order through our store is over the phone or walk in and speak with one of our Team Members. All that we need is the product(s) information and description along with a valid credit card.

When can I pick up my special order?
Special orders are dependent on your item being in stock with our distributors at the time the order ships and must be submitted prior to 12pm on Tuesday to be ready for picked up by Friday. All special orders are subject to changes in delivery dates with extreme weather and holidays.


Auto-Ordering

How do I request an Auto-Ordering from your store?

When making a purchase, please talk to our Front Desk Team Member to proceed with your Auto Ordering request. We will need a completed Auto Ordering form, which will allow us to keep a valid credit card on file and set up the auto ordering time frame. Please note we do offer 20% off every customers first auto order purchase and 10% there after.

How am I notified when my product(s) arrive?

Once an auto order payment has processed, the product(s) will arrive in our store within 2 business days and you will be notified via phone call to the number provided on the Auto Ordering form.

How does the Auto-Ordering discount work?

All customers who use our Auto Ordering program, will receive 30% off their first order and 10% off each recurring thereafter. The first time order discount of 30% is a one time offer per customer with a maximum savings of $20. These discounts apply to the products price in store at the time of payment processing and do not stack with any in-store discounts or coupons.

Am I obligated to select a certain schedule for my Auto-Order?

No. We want you to receive your product(s) only when you need them, so you can have your product(s) ordered on your schedule.

How do I cancel or change my Auto-Ordering?

You can change or cancel your Auto-Ordering at anytime, just submit a cancellation form via email or call our store and speak with one of our Team Members. Please note that any cancellations received after their product(s) have shipped will be reimbursed charges minus the restocking fee of 25% of the total pre-tax cost.

Effective Date: January 1, 2019


Returns

What is the return policy?
If you’re not satisfied with a product purchased in our store, simply bring the product in its original packaging and in new or salable condition in our store to be returned.

The following limitations apply:

  • The item must be unused and undamaged
  • The item must be in original packaging
  • The item must not be opened (exception is dry food)
  • The original receipt must accompany the item
  • Item must be returned within 60 days of purchase

We cannot accept the following returned/refunded:

  • Chews that do not come prepackaged
  • Chews with open prepackaging
  • Open wet food cans

The following are nonrefundable:

  • Any item marked on sale or on clearance
  • Grooming services rendered
  • Bathing services rendered
  • Boarding services rendered

Items returned without a valid receipt or proof on file will receive in-store credit towards their next purchase equal to the lowest price at which the returned products were sold.

How do I return my item?
Just bring the item you wish to return and have proper identification, we will take care of the rest.

Please note any acceptable returns will be returned as follows:

  • If paid with cash, a refund will be issued in cash
  • If paid with credit card, a refund will be issued to original card charged
  • If paid with check, a refund will be issued as store credit
  • If paid with alternate payment (i.e., Apple Pay, Samsung Pay), a refund will be issued as store credit
  • If paid with gift card, a refund will be issued as store credit
  • If exchanging a product, any positive balance will be refunded in original form of tender.
  • Store credit cannot be redeemed for cash.