Our goal each day is to maintain a positive, happy environment for the doggies as well as for ourselves! It’s important to communicate our Mission as a business and as individuals in order to achieve this goal.
Engaging with “like-minded” clients is a joy and encourages growth and enthusiasm for our company. At the same time, we realize that City Pets may not be for everyone. We ask that you learn about our philosophy prior to allowing us the privilege of caring for your pet.
Our philosophy is to offer a stress free grooming experience for your pet. We strive to provide a beautiful finished product, however, a positive experience at the grooming shop is even more important to us. Our experienced Groomers do their best to achieve both, however, it is vitally important that all of our clients agree that the overall experience their pet has at City Pets is the top priority. We will communicate any issues that our Groomer has had with providing the requested services and attempt to provide a solution for a more successful follow-up visit.
Your pet’s safety and comfort is our first priority. We do not force or man-handle any pet for any reason.
We will not perform any grooming procedure which causes pain or a level of stress that we think excessive. This includes de-matting and nail trimming in some situations.
Senior pets will be groomed for cleanliness and comfort, keeping the time period for standing and otherwise tolerating the process of being groomed to a minimum. The final result may not be perfection. Your pet dictates how long the session will last.
Puppies can be challenging to groom due to their lack of experience with the process. We spend time teaching him/her that being groomed is not a terrible event that they must endure regularly. Our Groomers go to great lengths to make the process a very positive experience because once a pet has been traumatized at a grooming shop, they never forget it. It may take 2 visits to complete his/her first groom, we don’t mind spending the extra time as long as pet parents understand that perfection may not be had the first few times. Anyone insisting on a show-dog haircut for their puppy should consider a more traditional grooming shop.
A New Client Questionaire must be completed and on file prior to services being rendered. Especially important: prior surgeries, hip or joint issues, warts, moles, ear infections or skin problems. As well, indicating your decision regarding ear hair pulling and anal gland expression is mandatory. (See New Client Form for our beliefs regarding these two procedures)
You, as parent, will advise us of any medical, physical, emotional issues, allergies, or sensitivities. City Pets reserves the right to use a muzzle on your pet for safety purposes. We very rarely have to use a muzzle but in rare instances realize that it may become necessary in the moment. However, this type of situation is obviously stressful for your dog and a thorough discussion must take place prior to agreeing to continue with grooming the animal. In other words, there would have to be a very excellent reason why we are being asked to put the animal through something that he is so intently disagreeing with.
Regarding cats and muzzles, there are times when it is best for all involved that precautionary measures be taken. Therefore, we have opted for a new style of protection that is, in essence, a plastic ball that goes all the way around the head of a cat. It does not cause the sensation felt by a muzzled animal which usually heightens their anxiety. Instead it offers the protection needed for the Groomer to carry out their job without the possibility of the cats teeth reaching them.
You, the responsible pet parent, will be held liable for any bites that require medical treatment and for any property damage caused by your pet.
We will do our best to adhere to our scheduled appointment times as closely as possible, however, sometimes situations occur that will disrupt the daily schedule of the groomer. This includes spending more time with an older/younger pet or a nervous pet, etc. The pet’s safety will never be compromised by rushing to meet a schedule. You will be called and advised of any delay when schedules change beyond our control. We will attempt to remedy any situation that occurs due to our groomer running behind schedule. This may include complimentary drop-off which, more often than not, is a short walk rather than a car ride back home. (Client would be responsible for setting up apt. key retrieval, adding City Pets to the guest register, etc.) Rescheduling your appointment or rearranging our groomer’s schedule in order to accommodate you is also a possibility.
We understand that it could be frustrating to be on time for your appointment just to find out that the groomer can’t begin your pet’s session right away. Due to the nature of our business model…cage-free, one-on-one grooming sessions, etc., staying entirely on schedule can be challenging. We do hope that our current and new clients fully understand this occasional inconvenience when it does occur. We, on the other hand, would fully understand and accept it if someone prefers to, instead, return to the traditional grooming shop where specific timing isn’t a factor. (Drop off a.m./pick up p.m.)
Pricing varies for each pet and is determined by breed, size and condition of your pet’s coat. Since everything is included in the set fee for each pet, the only price differential a client may experience would be due to the size/weight being more than what was initially conveyed or a mixed breed dog that more closely resembles the other breed which may be more challenging to groom. (Example: client books a Chihuahua mix by phone or online but arrives with a German Shepherd-Chihuahua mix. The price quoted may have been $45 but upon arrival it is determined that the dog more closely resembles a German Shepherd which is significantly higher in price… $85). We intentionally ask many questions when taking appointments so that no one is disappointed later on with the more appropriate price. As well, having this sort of thing occur really throws the schedule off for the day since it will take twice as long to groom that dog.
We do not charge extra for our One-on-One appointments (frequently referred to as Zoom Groom or Express Groom at other shops and big box stores). This exclusive arrangement is just a very nice benefit for City Pet’s clients. Being somewhat flexible is all that we ask.
Rarely, there may be an additional charge assessed due to the pet’s temperament and behavior during the groom. If our groomer brings it to our attention and has spent an extra hour or more with a pet, he/she deserves to be paid for remaining calm, professional and steadfast in completing the job.
To further explain… In order to recruit the most talented Groomers in the Chicago market, we must compensate them well. At City Pets, our Groomers earn half of the fee that we charge our customers. 50% goes directly to the educated expert who performs the service that everyone loves and appreciates. After experiencing hundreds of extremely busy days with them, we’ve concluded that they earn every penny!
Matting deserves its own section on our Policies form. It is the topic that causes the most stress in a grooming shop. We have a hard and fast rule regarding pets that are heavily matted. If your pet cannot be humanely dematted, we clip the hair short and “start over.” We will discuss it with the parent beforehand, of course. If the existing mats cannot be detangled and removed in 10-20 minutes and without any yelping/crying, we will present the two options: agree to having him shaved/clipped very short or taking him elsewhere for his grooming. There is not a situation where we would complete the groom and allow a dog or cat to go home with remaining mats simply because the parent doesn’t enjoy the appearance of very short hair for the time period it takes for healthy hair to grow back. Having the pet be comfortable again, without the mats tugging and irritating their skin, is our main concern. The hair will grow back. Perhaps with our assistance, the matting can be a thing of the past simply by learning proper brushing technique and by bringing him for grooming more often.
FYI… a matted coat can cause numerous health conditions including itching, irritation, and skin infections. Heavy matting can trap moisture near the pet’s skin allowing fungus or bacteria to grow causing skin irritations that exist prior to the grooming process. If the pet has been shaking the ears violently, there is also the possibility that our groomer will discover ear hematoma, which is a build-up of blood at the ends of the ears. Removing a heavily matted coat includes risks of nicks, cuts or abrasions due to warts, molds and skin folds trapped and hidden in the mats. City Pets is not responsible for any pre-existing conditions due to a matted coat.
City Pets will not groom any dog that is not up-to-date on their rabies vaccination.
Payment is due at completion of groom. We accept major credit cards, cash and checks. Checks shall be made out to: City Pets. There will be a $35.00 charge for returned checks due to Non- Sufficient Funds.
We request that you give us as much notice as possible if you need to reschedule an appointment. A 24-hour notice will provide us the opportunity to fill the appointment slot. If we cannot quickly rebook that appointment, our Groomer has lost the earnings for that 1-2 hour period of his/her day. Chronic scheduling issues with a client will be handled by requiring prepayment for all future services booked.
If a parent has concerns about their pets groom, we ask that it be addressed prior to departing. Our Groomer will ask if the haircut is to your satisfaction. Please take time to look over the entire body and determine if an adjustment is needed. If concerns develop later that evening or the next day, please notify us promptly so that we can discuss a resolution that is convenient for both you and our groomer. We want you to be completely happy with not only the fact that your baby was treated and cared for so well while at City Pets but also with his/her new haircut! Both of these factors make for a positive experience for everyone. We must limit the duration of time that passes between the grooming appointment and the time a pet is brought back in for an adjustment to their haircut to a maximum of 48 hours. After such time, the area that needs an adjustment will be addressed during his/her next grooming appointment.
Although City Pets is designed to allow full access viewing of the grooming area at any time, we ask that pet parents refrain from standing at the one-way glass during their pet’s session due to the fact that dogs can sense that their mom or dad is right there and will behave accordingly. The sudden movements that occur and anxiousness that exists, due to the parents presence, is unsafe, inhibits efficiency and causes a more stressful environment for all. Peeking in to check on your baby is completely fine.
Either Management or Groomer reserve the right to refuse service to anyone at our own discretion. When expectations are contrary to our business model and philosophy, we will respectfully decline servicing this individual and their pet. We have chosen to be in this important pet servicing industry out of love for animals and a desire to enjoy our lives providing superior care to each of our clients. In fact, enjoying our days with lovely pets and their parents is a priority for us! We are grateful for the overwhelming support we receive from our loyal clients who demonstrate their support and appreciation daily!