Bookings:

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1.  All appointments will be required to sign a Service Agreement Form available through your booking online.

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2.  All services are bookable online and over the phone, including walk-in services such as nail trims, face trims, etc. If you need to cancel for any reason or reschedule you must call the store at 416-792-1684. 

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3. All appointment bookings will need to be confirmed 24 hours prior to the scheduled appointment date. If your appointment is not confirmed within the 24 hour mark, the booking will be cancelled. Please confirm via text or call with reception team.

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4.  During drop off of your pet you must arrive on time-- any appointment later than 15 minutes will be subject to a late fee with a minimum of $30. It is at your groomers' discretion if they can still accept your appointment past the 15-minute mark. 

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5.  During pick-up times we cannot hold your pet; you must show up at the time given to you. If you are later than 1 hour from the time we called you to pick up your pet we will charge you a minimum of $30 boarding fee every 30 minutes. Keeping your pets with us longer than necessary causes them stress and can create a negative association with the salon.

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Store Rules:

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1.  Keep dogs on a leash at all times. 

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2.  Cats must come into the store in a carrier. 

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Payments: 

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We accept debit, credit and cash, however, we do not accept cash after 5 pm. 

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Cancellations: 

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Cancellation and rescheduling of an appointment by the client require 24-hour notice to waive the FULL appointment fee. 

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It is considered a "no-show" when the client is not available at the scheduled appointment time and does not contact the store to cancel or reschedule. 

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Last-minute cancellations less than 24 hours are subject to a $100 fee (only appliable to full-service appointments) 

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We reserve the right to charge the FULL grooming fee due to the loss of revenue caused by a "no-show". Please make every effort to call and cancel or reschedule when possible to avoid such situations. 

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In the event of a family emergency or any other uncontrollable circumstance, the groomer has the discretion to waive the fee within the 48-hour period. We understand that life can bring emergency situations/unforeseen circumstances and will do our best to work with you, but not if it proves to be a consistent problem. 

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Shipping & Returns:

Shipping and Return Policy

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We offer EXCHANGE OR REFUNDS within 14 days of purchase or within 14 days of your package being delivered. 

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging or with original tags attached. To complete your exchange, we require a receipt or proof of purchase.
Only regular-priced items may be exchanged. 

The following items are final sale: 
Made to Order Knotty Pets products.
Hand Stamped Dog Tags
Items that are on sale, which include the use of discount codes. 

If you have a concern about your products please feel free to contact us.

If the condition of your item is not approved for an exchange, it will be sent or given back to you. 

Please do not send your purchase back to the manufacturer. ​

Shipping Your Exchanged or Refunded Items

You will be responsible for paying for your own shipping costs for exchanging your item. Shipping costs are non-refundable. ​
When sending your item, please include a note inside the package that has your order number and what you'd like to exchange for. An item can only be exchanged for something of the same value. 

The time it takes for your exchanged product to reach you may vary depending on where you live. 

We do not guarantee that we will receive your exchange and recommend choosing a shipping method that has tracking or insurance for items over $75. 

For your refunded items we will send you a return slip in the mail so that you can send the item back.

Replacing Defective Items

Items damaged by your pet (i.e chewed, ripped or soiled) will not be considered defective. If the item is damaged in a way we can consider defective, we will consider replacement within 30 days of purchase.