Question 1

When are you open?

Accepted Answer

Hours of Operation:
Mon-Fri 7:30am - 7pm
Saturday 8am - 6pm 
Sunday 3pm - 5pm 
We are closed on all major bank holidays and may have altered hours of operation on days surrounding some holidays. Any changes in our operation hours will be clearly communicated well in advance via Facebook as well as posted on the front door.

Question 2

Are you open on holidays?

Accepted Answer

The Paw Spa is closed on all major holidays. Although our front desk may be closed, our kennel techs maintain normal hours over holidays to take care of all our guests.
A 2-night minimum stay and a $75 deposit is required during all peak boarding periods. If we do not receive your deposit within a week of your check in date, your pet’s reservation may be canceled. Feel free to call or message us with any questions regarding holiday rates, minimum stays, and deposits.

Question 3

Can I tour the facility?

Accepted Answer

Yes. Please call in advance to schedule a tour. To keep things running as smoothly as possible, we try to avoid giving tours during feeding time or during particularly busy parts of the day (approximately from Open - 9am and 5pm - Close). For the sake of the comfort of our guests and to avoid any added stress on them or our staff, we are unable to give tours during or near peak boarding periods.

Question 4

Does anyone stay overnight?

Accepted Answer

We have 24/7-monitored temperature control, fire, and security alarms. Management will be notified if there are any issues or emergencies after regular hours and can get there quickly if needed. We have a 32-camera security system throughout the building and alarms on the exterior doors. Management has remote access to the camera system and can check in throughout the night.
Before the PM shift leaves, they do one last walk-through to make sure that all of our guests are tucked in and secure for the night. When AM shift arrives, they immediately start to let dogs out to relieve themselves. The longest our guests will go without staff present would be approximately 8-9 hours overnight.

Question 5

Can I have access to those cameras?

Accepted Answer

Security cameras are for staff only. We do not have cameras located in each individual suite, so you would only be able to catch glimpses of your dog as they walked through the building or during their potty breaks.

Question 6

What vaccines do you require?

Accepted Answer

Rabies, Distemper/Parvovirus, and Bordetella are all required in order for your dog to stay with us. We also strongly encourage Heartworm and Flea/Tick prevention as well as the Canine Influenza vaccine. Puppies must be at least 14 weeks of age AND have received all of their puppy shots and a rabies vaccination in order to stay with us. We prefer that all vaccinations are given at least 48 hours prior to boarding, and they cannot expire during your dog’s stay.
At booking, we will inform you of which vaccines, if any, we’re missing from your dog’s profile, but it is then your responsibility to get those records to us. You or your vet must email or fax your dog’s records before we can accept your reservation request. You can also upload a picture of your invoice directly to your dog’s Paw Partner profile.

Question 7

What if my dog doesn't have all of the required vaccines?

Accepted Answer

We take our guests’ safety very seriously, and do not allow any unvaccinated dogs in the building. There are no exceptions to our vaccination policy. We prefer that all vaccinations are given at least 48 hours prior to boarding, and they cannot expire during your dog’s stay.

Question 8

How do you keep your facility clean?

Accepted Answer

Our staff is required to follow very vigorous sanitization protocols. We use a strong pet-safe cleaner, which is specifically designed for use in facilities like ours. The rooms are deep cleaned between each guest. Floors are swept, mopped and all surfaces are disinfected daily. We remove solid waste from the yards between each dog, and any accidents in a dog’s room are cleaned as soon as they are discovered. All communal items (blankets, beds, bowls, toys, etc.) are thoroughly sanitized between each use.

Question 9

Do I have to bring a leash?

Accepted Answer

For safety reasons, all dogs must be either leashed, carried, or otherwise under control at all times when on our property, especially in the lobbies. We use slip leads to get dogs from their rooms to the play yards. If your dog has a medical or behavioral reason to not be on a slip lead, then please let us know at check in so we can add it to their profile.

Question 10

What is your cancellation and refund policy?

Accepted Answer

In order to get your $75 peak boarding deposit refunded, you must cancel your dog’s reservation at least 3 days prior to your scheduled check in day. This gives us enough time to fill your dog’s room. If you cannot cancel the reservation from your app, then you will have to call or message us so we can do it manually.
Repeated cancellations and no call/no shows will result in us requiring a non-refundable deposit to reserve a room even outside of peak boarding periods.

Question 11

What do you do if my dog becomes ill or injured?

Accepted Answer

In case of a medical emergency, full effort will be made to reach you first.  In the event that we are unable to speak to you directly, then we will reach out to your listed emergency contact(s). Please appoint a person you trust so they can help us make healthcare decisions for your pet. If we are unable to speak with you or your contact(s), then our Release Agreement form (which you are required to sign at or before check-in) gives us permission to make any necessary decisions concerning medical treatment of your dog(s).
If your dog requires medical attention, then they will be transported (by you, your emergency contact, or one of our managers) to the nearest qualified veterinarian if your regular vet is unavailable or too far away.

Question 12

Can my dog catch a disease by being around other dogs?

Accepted Answer

Your dog’s health and happiness is our top priority at all times.
Your pet can be exposed to diseases regardless of where they are. Dogs are potentially at risk in your own backyard, visiting the vet, at a dog park, going to a pet store, taking a walk in your neighborhood, or staying here at the Paw Spa. However, the risk of contracting a disease is quite low when vaccinations are properly administered (as we require based on veterinarian recommendation). In addition, we maintain very high sanitation standards and we do everything in our power to prevent transmittable diseases from occurring in our facility.

Question 13

What if I couldn’t find the answer to my question here?

Accepted Answer

Check all tabs to make sure your question isn't under a different category.

Then, please message us directly through Paw Partner or Facebook, email us at boarding@pawspajackson.com,(mailto:boarding@pawspajackson.com) or call us at 731-300-3197.

Frequently Asked Questions