How do you handle aggressive pets?
We understand pets may be scared or stressed when coming in for grooming. As such, we are patient and willing to work with every pet that is brought to us. We also understand that some pets may be aggressive due to them not being used to the grooming experience. It is important that you work at home with them to get them used to being groomed. We are always happy to provide you with different options to help your pet become accustomed to the grooming process.
It’s very crucial that we keep your pet safe as well as the safety of the groomer. If after the 2nd visit of your pet being to aggressive, Puff & Fluff will then determine if we are the right fit for your pet.
We reserve the right to refuse any services. This includes refusing grooming services, suspend grooming services, or cancel grooming services at any time before, during, or after grooming. The client will be charged a grooming fee if their pet is too agitated or becomes unsafe to groom (for what was done up until that point).
Thank you for your understanding.
What if my pet has health or medical issues?
Grooming can sometimes be stressful, especially for senior pets or pets with health problems, and can reveal a concealed medical condition or aggravate an existing one. This might happen while grooming or afterward. Senior pets and pets with health problems have a greater chance of injury; these pets will be groomed for cleanliness and comfort, in a manner that will not add to their stress. Please notify us of any current or previous problems so that we can keep an eye out for them. In addition, notify us if your pet has a new medical condition. I understand, as the pet’s owner, that I will bear all medical fees for veterinarian care.
What is your policy on vaccinations?
What is included in a full groom?
A Grooming Service Includes: Bath with Hypo Shampoo and Blueberry Facial (Please note if your pet has sensitivities we will need to use a hypo face wash instead), massage, blow dry, nails, glands, ear cleaning and plucking, paw pads shaved, sanitary trim, and a full haircut.
How long does a standard grooming take?
- Dog Grooming - (Extra Small and Small Dogs): 2-3 Hours
- Dog Grooming - (Medium, Large, and Extra Large Dogs): 3-4 Hours
- Dog Bath & Brushes - (Extra Small and Small Dogs): 1-2 Hours
- Dog Bath & Brushes - (Medium, Large and Extra Large Dogs): 2-3 Hours
- Cat Grooming and Cat Bath & Brushes: 1-3 Hours
*All of these times listed above are estimated time frames.
Please note specialty cuts take additional time verses the standard grooming process. If you bring in multiple dogs for grooming service, it might also take more time.
We believe in taking our time to get everything right. We appreciate your patience, and please know we do our very best to get your pet completed as soon as possible as we know you miss them like crazy while they’re away from you!
*If you would like your (Extra Small, Small) pet out within 1-1.5 hours, you can request an ASAP service for $10. If you would like your (Medium, Large, Extra Large) pet out within 2-3 hours, you can request an ASAP service for $20. Please see the What if I Want Services for My Pet ASAP for more information.
Am I able to talk to the groomer?
Yes, you can always ask to speak with your groomer / bather. Please just let the admin know what you would like to speak with them.
What is required when scheduling anesthesia-free dental cleaning?
You will need to contact the vet directly, or book online with them through the link below:
Healing Wise Holistic Veterinary Care
All upcoming location dates will be available throuigh them.
I am ready to book! How do I make an appointment?
You’re next steps will be to:
- Decide which location is most convenient for you (Arrowhead, Litchfield, Arcadia, or Uptown)
- Call or text us to set up your appointment (for both grooming and pet sitting services).
- Arrowhead: 623-561-8815
- Litchfield: 623-932-4847
- Arcadia: 602-955-3471
- Uptown: 602-266-5360
- North 32rd: 602-482-1938
- Pet Sitting: 602-708-3270
**If calling/texing isn’t your thing, you can book online with us or send an email to the shop.
- Show up with your pet.
- Your pet(s) get pampered and showered with love and attention with you go shopping, run errands, see a movie, or even take a nap!
- You pick up your squeaky clean and happy pet!
It is as simple as that!
What if I want services for my pet ASAP?
Examples of why you may want a ASAP service:
- Your pet has history of kennel aggression
- You pet is inexperienced with grooming
- You pet is older and having a rougher time with being away from home
- medical conditions
- pet or parent is unfamiliar with grooming shop.
*For an ASAP grooming service for extra small and small dogs, there would be a $10 charge, and this would get them out in under 2 hours.
*For an ASAP bath and brush service for extra small and small dogs, there would be a $5 charge, and this would get them out in under 1 hour.
*For an ASAP grooming service for medium, large and extra large dogs, there would be a $20 charge, and this would ensure they are in and out in under 3 hours.
*For an ASAP bath and brush service for medium, large and extra large dogs, there would be a $10 charge, and this would be out within 1-2 hours.
**We do ask you let us know ahead of time if you are in need of an ASAP service so we are able to make the appropriate accommodations.
What happens if I consecutively miss my pet’s grooming appointment?
What is your cancellation policy?
We kindly ask that as a courtesy you please give us at least a 24-hour notice if you need to cancel your appointment. For clients who do not show up or cancel less than the 24-hour notice, may be required to pre-pay for future services.
How do I get notified when my pet is ready?
We will notify you by call or text when your pet is ready.
Please do not return to the shop until you have gotten a phone call from us informing you that your pet is ready. Please contact us if you have any questions after dropping off.
What is your pick up policy?
We ask that all pets be picked up within 2 hours of receiving a call and/or text message.
What happens if I'm unable to pick my pet up on time?
For every pet that is not picked up 30 minutes from closing there will be an additional $15 per 15 minutes added to your total from the service. We apologize for the inconvenience this may cause. If something arises, we ask that you inform us as soon as possible. Thank you for understanding.
Someone other than myself is dropping off my pet, how will I let you know what I want?
At Puff & Fluff, we always do as instructed by the person dropping off. If you are having someone else drop off your pet, but have specific instructions, we ask that you stop in before your appointment so we can discuss them with you, or you may give us instructions over the phone (you can even send us pictures via text message). Please keep in mind that we are not able to guarantee haircuts until we the day of when we see your pet and an assessment of the coat is completed, at which point, changes to the previously-discussed instructions may need to be made and will, again, be the responsibility of the person dropping off.
If someone else picks up my pet, can I make payment over the phone?
What additional services are available?
How do I determine which Pampership size to select?
When signing up for our Pampership program you will select based on breed/size from our price list.
*If Puff & Fluff does an audit and your pup is not registered under the correct your Pampership is subject to adjustment.
How are the prices determined?
We also offer a la carte options that can be added to any grooming service for an additional price. Please see our Pet Grooming page for specific price ranges.
What is parking like?
Anthem
Parking is free, and the lot it huge. We have plenty of parking available.
Arcadia
Parking is free, and we share a parking lot with a large grocery store. We also have spots available for you! Since this location is on the second floor, you’ll need to take the stairs or elevator to reach us. If you’d like, one of our friendly staff members can meet you at the curb and bring your dog upstairs!
Arrowhead
Parking is free, but we do share it with a few other businesses. We do have two 10-minute parking shots at this location, so please feel free to use them for drop off and pick up.
Chandler
Parking is free. We share a parking lot with many retailers, but it’s a big parking lot.
Litchfield
Parking is free. We share a parking lot with many retailers, but it’s a big parking lot. We also have a 10-minute parking sign - for drop off and pick up. Please feel free to use this spot.
North32nd
Parking is free. We share a parking lot with many retailers, but it’s a big parking lot.
North PHX
Parking is free, and the lot it huge. We have plenty of parking available.
Uptown
Parking is free, but we do share parking with other businesses, including a busy Starbucks. Depending on the time of your visit, the parking lot can be a little cramped. So drop off your pet and enjoy your favorite cup of coffee while you wait! If you are unable to find parking, give us a call! We would be more than happy to run out and grab you pet from you.
Scottsdale
Parking is free, but we do share it with a few other businesses.
I have an event that I would like Puff & Fluff to donate too. How can I submit a donation request?
Thank you for thinking of Puff & Fluff! We love helping out our community. All donation requests can be submitted to projects@puffandfluffspa.com.
I have a local rescue that is a 501c3, or I foster for a local rescue with that requirement, do you offer any discounts for rescue organizations?
Do you offer a Military Discount?
Yes, we do!
Show your military card to receive 10% on bath and brush or groom.
*cannot be used with any other offers
Do you offer multiple pet discounts?
No, We do not offer a multiple pet discount as we do have many other ways for pet parent’s to save, such as military and monthly 10% off deal days.
To stay up to date on our monthly deal day announcements, you can review our social media sites and monthly newsletters.
How does Puff and Fluff provide customer with their terms, conditions and policies?
Once a year in January we send out a new General Release form for customers and pets. In this form customers check off that they have read our terms, conditions and policies. This is required before any appointment can be approved.
What is Doggie Deal Day and what is the policy around it?
Doggie Deal Days are Discount Days (we draw the percentage and it changes monthly) once a month when we offer discounts on grooming services to our valued clients. To ensure everyone in the community has an opportunity to enjoy the discount, pets cannot be scheduled for Discount Day two months in a row. This allows us to serve a wider range of clients who also want to take advantage of the deal. You can still book regular-priced appointments during this time. If you book back-to-back months our system will flag it, and we will contact you to reschedule or offer regular pricing for the second month. You can schedule multiple pets, but the two-month rule still applies to each pet individually. Please remember to book the right service for that day as we are not able to change the pet service, the day of.
What if I feel an injury occurred while my pet was at Puff & Fluff, what steps do I take?
We definitely want to know and need to be notified within 12 hours of the visit. We stand by making it right by the customer and encourage the pet parent to take the pet to a veterinarian within the 24 hours of leaving the shop (getting a 3rd party involved), to review what took place.
If in fact, Puff & Fluff is held responsible for the incident and the pet was seen by the veterinarian within 24 hours of the grooming service, we will cover the medical bill after speaking with the veterinarian and reviewing the invoice from the service.
How does Puff & Fluff notify me of medical and safety issues that arise?
For the safety of your pet please let Puff & Fluff know of any medical issues that we should be aware of, such as prone to ear infections, hot spots, moles, bumps, lumps or anything that will require special attention. If anything is noticed during your pet’s visit that you are not aware of, we will inform you with our “making you aware cards.” If you notice anything after the service about your pet, please contact us within 72 hours so we can address the concern in a timely manner.
What if my pet has behavior issues?
Please notify Puff and Fluff of any behavioral problems that your pet may have or have had in the past.
We reserve the right to refuse any services. This includes refusing grooming services, suspend grooming services, or cancel grooming services at any time before, during, or after grooming. The client will be charged a grooming fee if their pet is too agitated or becomes unsafe to groom (for what was done up until that point).
Are muzzles used on pets?
Muzzling your pet is very harmless, and it protects both the pet and the groomer. Muzzling a scared animal can sometimes even calm it down, allowing the grooming process to continue. If your pet continues to be harmful, we reserve the right to terminate grooming services at any time and charge a service fee. We do not muzzle unless your pet specifically requires it. Other techniques of calming your pet are explored first, and muzzling is only used as a last resort. Dogs who require muzzling or additional employees to manage will be charged at a higher fee than usual. This is due to the fact that grooming aggressive or frightened dogs takes significantly longer.
What if I have a problem and need to speak with the owner?
Puff & Fluff Grooming and Pet Sitting values your business. We want you to be a customer for life. As such, our policy is to be transparent in everything we do. Once you leave the shop, you will receive a follow-up email asking about your experience with us. If you’re dissatisfied with the service you received, we want to know about it. You can reply to the email, call the shop or text us to speak with the owner. We will take the time to listen to you and your concerns. And, above all, we strive to make it right.
Contact Liz at info@puffandfluffspa.com.
My pet’s haircut/service is not quite what I expected, can I get it corrected?
Absolutely! We always try our best to achieve the haircut/service you would like. Perfect haircut is not guaranteed based on temperament, body type, hair type, and matting. We want you feeling happy with your pet’s service and grooming experience. If you notice anything that you are unsatisfied with, please let us know within 48 hours. We will correct it free of charge within this timeframe. We will add the changes to the record on file so we know what to do differently the next time.
Please know any phone calls or text messages sent over hours may not be responded to until the next business morning.
What is your return/refund policy on products sold?
A return/refund can be completed within 7 days of purchase.
What is included in a bath and brush?
Disclaimer: Pricing is determined on the individual pet and is based on the size of the pet, behavior, & condition of the coat. If your breed is not on the list, please ask us for pricing.
Please note: if your pet has sensitivities, we will need to use a hypo face was instead. If have any concerns or questions, please give us a call or discuss them at check in.
How should I bring my pets in for grooming?
When bringing your kitties in for grooming needs, please make sure they are in their carriers as cats tend to feel more comfortable in their carries. Also, cats may get spooked by another pet or a person, so please ensure that the carriers are secure when bring them in.
What if my pet has matting?
Animals with matted coats need special attention. Mats in an animal’s coat can become so tight that they harm and tear the skin, providing a breeding ground for parasite infestations. By dematting, we will not cause your pet any major or unnecessary stress. Mats can be tough to remove and may need shaving the pet. Due to skin growths trapped in the mats, removing a densely matted coat might result in nicks, cuts, or abrasions. Heavy matting can also trap moisture and urine near the pet’s skin, causing mold, fungus, or bacteria to grow and cause skin irritations that were not present previous to brushing.
Itching, skin redness, self-inflicted irritations or abrasions, and hair failure are all possible side effects of mat removal techniques. Pets may also experience short behavioral changes in some situations. Matted pets may have a greater chance of injury during grooming, as the pet parent we are transparent with you so you are fuller aware and informed of todays services. Should it become necessary, and in the best interest of your pet, we will request that you seek veterinary treatment as we may not be able to perform the full service. If at any time the groomer feels it’s unsafe for the grooming services to be performed, the pet will need to go home. Grooming visits should be scheduled every 4-8 weeks for the best defense. I understand that my pet may need to be shaved to remove matting, and understand the risks involved. This method will incur an additional fee because it is time intensive and causes additional wear and tear on grooming equipment.
Do you offer a deshedding treatment?
Every dog sheds throughout the year, though some shed more than others. The twice- yearly “blow out,” which can be excruciating for certain dogs. Our low-shed treatment employs a number of tools and solutions, depending on what works best for each dog’s coat—the Desheeding tool, for example, is ineffective on all coat types. We can only brush our dogs for so long before the skin becomes itchy and we have to stop. A once-a- month bath and low shed/Deshedding is sufficient for most dogs most of the time.
However, for some dogs and at certain seasons of the year, this is insufficient to notice a noticeable change. We offer (and suggest) one extra “brush only”*** session within 7-10 days of the first appointment for the cost of the Deshedding add-on ($10 30 depending on the coat).
Where are the pets when they are waiting for their spa day?
- They can be placed in their own kennel with enough space to sit back and relax.
- They can hang out with the staff near their stations.
- You can bring their items and carriers with them, making them feel right at home.
How is my cat washed?
All cats are always washed after the shave, and touch ups are completed after the hair is dry. Please note, if cat is matted it is possible it will not have a smooth coat.
What is the difference between grooming blades and guard combs?
Great question! Grooming blades are used for shorter haircuts. Guard combs are used for longer trims. The guard combs usually result in a softer, fluffier appearance, while the grooming blades are good for a smooth, short finish. Both options give your pet a fresh haircut. If you are unsure, don’t worry! We are more than happy to help you decide of the haircut and style that works best for you and your pet.
What form of dryers do you use?
What if I have a question during my service?
It is requested that you do not interrupt the groomer during grooming services for the safety of the animals being groomed as well as the professional pet groomer. Every attempt will be taken to groom your pet as safely as possible, but continuing to work on an eager pet can be dangerous. Please do not return to the shop until you have gotten a phone call from us informing you that your pet is ready. Please contact us if you have any questions after dropping off.
What is your pick up policy?
We ask that all pets be picked up within 2 hours of receiving a call and/or text message.
What happens if I'm unable to pick my pet up on time?
For every pet that is not picked up 30 minutes from closing there will be an additional $15 per 15 minutes added to your total from the service. We apologize for the inconvenience this may cause. If something arises, we ask that you inform us as soon as possible. Thank you for understanding.
How do I get notified when my pet is ready?
We will notify you by call or text when your pet is ready.
Please do not return to the shop until you have gotten a phone call from us informing you that your pet is ready. Please contact us if you have any questions after dropping off.
I have a gift card, what can I use it on?
Gift cards can be used on any grooming service and/or nay boutique item at any of our locations. Please bring your gift card with you and present it to our front staff at pick up.
Please note, gift cards may not be used on any events including anesthesia-free teething cleaning.
What forms of payment do you accept?
We accept lots of different forms of payment, such as cash, check, and debit.credit cards, including American Express. If you would like to leave a tip, you can do so in any of these forms. Please know, if you would like to see your pet before paying and/or tipping, feel free to ask!
What if I am late for my pets appointment?
Puff & Fluff will send a friendly reminder via text approximately 15 minutes passed the scheduled appointment time.
If we do not hear from the pet parent, we will reach out again 30 minutes passed the schedule appointment time. At this time the appointment may need to be reschedule. If you should arrive late your appointment, the appointment time will begin at the time of arrival. Your appointment may take longer due to schedule conflicts.
I have a local rescue that is a 501c3, or I foster for a local rescue with that requirement, do you offer any discounts for rescue organizations?
Disclaimer:
This does not apply to a personal pet owner that rescued a pet.
How often are prices increased?
Puff & Fluff does yearly increases as needed due to the economy.
Do you take photos of my pet?
Yes we do! We love your pets and love to showcase them. By bringing your pet in you are giving us permission to photograph your pet for use in customer files, as well as for the company’s website and social media pages.
Can I bring my pet in for grooming when they are in heat?
We do not recommend bringing your pet in for grooming while they are in heat. This is to ensure the comfort and safety of your pet, as well as the safety of other animals in our care. Pets in heat may experience stress or discomfort, and they can also cause distractions in the grooming environment. We advise waiting until your pet is no longer in heat before scheduling their grooming appointment.
Additionally, please let our staff know if your pet is not spayed or neutered so we can take the appropriate precautions to ensure a safe and comfortable experience for everyone.
Arcadia
4730 E Indian School Rd #213
Phoenix AZ 85018
North 32nd (Greenway)
4022 E Greenway Rd. Ste 9
Phoenix, AZ 85032
Arrowhead
6685 W Beardsley Rd #120
Glendale, AZ 85308
Anthem
39512 W. Daisy Mountain Dr,
Anthem, AZ 85086
Chandler
393 W Warner Road Suite 120
Chandler, AZ 85225
Uptown
5835 N 16th Street. Ste D & E
Phoenix, AZ 85016
Litchfield
221 N Litchfield Rd
Goodyear, AZ 85338
Scottsdale
15231 N. 87th St. 115B
Scottsdale, AZ 85260