Frequently Asked Questions

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Through these FAQs, learn more about Pups 'N US and how we operate. If you don’t find the answers you’re looking for, please don't hesitate to reach out, and we’ll be happy to help fill you in!

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Facility and Location

Q: Where are you located?

A: We are conveniently located in a home in Waldorf, MD off of St. Charles Parkway, just 15 minutes away from St. Charles Towne Center.

 

Q: How large is your facility?

A: We are working in a 2 story home with 1,350 square feet of indoor play space, with a fenced-in backyard.

 

Q: How is your facility set up and managed?

A: We allow open roam for all our paw pals. This means that your pup is out socializing and playing with friends rather than lying around in a kennel or crate all day. We will only accept pups who socialize well for this reason. Our paw pals play indoors in our designated playroom specifically designed for them and play outdoors in our fenced neighborhood field areas. We have 4 cameras with 2-way audio located in the playroom so pups are always supervised. We also have 4 small playpens that are used during mealtime if necessary for our food-aggressive pups.

 

Q: Do you have grassed outdoor areas for my dog to play?

A: Yes! In addition to our fenced-in backyard, we have lots of nature trails, fenced-in grass fields, and a few nearby dog parks.

Q: Do you offer tours?

A: We are currently a home-based business, and because of this, we do not offer pup parents in our home. However, we do offer tours of our pup's playroom during your pup’s meet and greet. We also share lots of pics of our paw pal’s via scoail media as well at the end of their stay via the parent portal.

 

Q: Do you offer public webcam feeds of my dog?

A: Currently, we do not have public webcams. However, we are working diligently to offer this feature to our pup parents in the future.

 

Q: What is your cleaning policy?

A: At Pups 'N US, we strive to create a safe and clean environment for everyone. All floors, bowls, beds, and other surfaces are thoroughly cleaned and disinfected between uses with our pet-safe disinfectant products and our pet laundry detergent. We wash our hands with soap and water before and after coming in contact with any pet.
 

Care and Compliance

Q: Do you accept all breeds of dogs?

A: Yes! We love all pups of all breeds and do not discriminate based on a specific breed. However, we can only accept pups who are 45 lbs. or less. If your pup is 45 lbs. or less, social, and not aggressive towards people or other pups, they are welcome to join the Pups 'N US pack.

 

Q: How many dogs do you take at one time?

A: Safety and comfort are both important to us, so we can only accept 10 pups at a time to keep everyone managed safely.

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Q: What is the minimum age you service dogs?

A: The youngest age Pups 'N US will accept is a 12-week-old pup. All pups must be up to date on all vaccinations for the safety of all our paw pals.

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Q: Do you have any restrictions while servicing dogs?

A: For the safety of your pup and our other paw pals at Pups 'N US, we don’t accept pups in heat, pups that have been coughing within the last week, pups that have open wounds or stitches that are not dissolvable, pups that are less than 2 months post-surgery, or pups who are people or dog aggressive.

 

Q: Do you accept dogs who are not spayed or neutered?

A: We accept unaltered/intact pups at Pups 'N US for up to 5 months. Pups 6 months and older must be spayed/neutered.

 

Q: What will a typical day look like for my dog?

A: Just like humans, pups benefit from routine, so we maintain a very structured schedule to keep things on track and consistent. You will receive a schedule of our day in your welcome letter when you book a stay with us. We begin each day with breakfast and offer a stress-free feeding process that allows your pup to eat its food in a safe, quiet place. Supervised play kicks off after breakfast which includes a walk, running around outside with all their friends, and some behind-the-ear scratches indoors from their human friends. After playtime, we dive right into naptime where we turn on our favorite jazz instrumentals playlist, pull out our playpens, and lay out our hypoallergenic blankets so that everyone can take a well-deserved nap. After nap time it’s time for lunch and we’re back to supervised play, followed by another nap and then dinner. By the end of the day, the pups are exhausted and ready for their last walk of the day and then bedtime.

 

Q: Can I call Pups ’N US to check on my dog while they are there?

A: We know how hard it is for you to leave your pup behind when you're away. We value your trust in us, so you can call or text us anytime within our business hours.

 

Q: What veterinarian do you use?

A: We use our pup's parent's veterinarians they have on file. We keep all vets on file so that if we need to contact them about the care for your pup we can. We require all pup parents to upload their pups shot records, their desired vet’s name, address, and contact info into their parent portal for easy access. In the event of an emergency, Pups ’N Us will make every attempt to contact you. You will always be contacted first and your vet second. In situations where a vet is unavailable or a pup parent fails to provide a vet for their file, we will take your pup to our local veterinary center or hospital listed below, depending on vet availability. Animal care facilities and veterinarian offices continue to be overwhelmed and booked out, but we will make every reasonable effort for the well being and best interest of your pup. All emergency services required for your pup will be charged to you at the time of pick up. All pup parents are required to sign a medical consent form during the pre-enrollment process.

 

St. Charles Animal Hospital

11685 Doolittle Dr, Waldorf, MD 20602

(301) 645-2550

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White Plains Animal Hospital

10525 Middleport Ln, White Plains, MD 20695

(301) 705-8955

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Waldorf Animal Clinic

2242 Old Washington Rd, Waldorf, MD 20601

(301) 645-2977

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Waldorf Emergency Care

3485 Rockefeller Ct, Waldorf, MD 20602

(301) 705-9700

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Q: Will my dog ever be left alone?

A: All pups are supervised by their human friends 24 hours a day, 7 days a week. We also have webcams installed, so your pup is never truly alone.

 

Q: My dog has special needs, are you able to care for them?

A: Absolutely! We know that every pup is different and will ultimately need its own type of care catered to its needs and personality. We are dedicated to providing the best care possible for each of our paw pals, whether that means changing diapers, administering medication, or taking special precautions during their walks. We’ve got you covered!

 

Q: What do I need to bring to Pups ’N US for my dog’s stay?

A: If you will not be utilizing the food dispensers we have on hand, we ask that all your pup’s food come proportioned into individual baggies to make mealtime easier. If your pup will need medication administered during their stay, please make sure to pack that as well. We ask that all pups come prepared with some sort of name tag identification. This can look like a name tag on their collar or harness. We have plenty of comfortable bedding, treats, and toys here. However, you are free to bring your pup’s favorite things. We will store them in their personal cubby when they are not in use. We are not responsible for any damaged toys or bedding.

 

Q: What is required of me and my dog to use Pups ’N US services?

A: All pups must pass our new member evaluation. All pups entering Pups ’N Us must be in overall good health with no notable sneezing, coughing, open wounds, or stitches. All pups must be a minimum age of 12 weeks and people and pup-friendly. All pups must be fully vaccinated with Canine Influenza, Bordetella (boosted in the last 6 months), DHLPP/DAPP (Parvo, and Distemper), and Rabies. There is a 7-day wait period after vaccines are given to ensure your pup is protected. All pups must have had a negative fecal exam within 12 months before entering for services. All pups must be under a continuous fee and tick prevention plan. Pups 6 months and older must be spayed or neutered. Newly adopted pups should be in their home for at least 30 days to get comfortable in their new surroundings before attending daycare as this can add tons of stress and anxiety to them. We reserve the right to deny services until updated shot records can be provided. This policy is in place to keep everyone safe and healthy.

 

Reservations, Discounts, Policies

Q: What is the daycare enrollment process?

A: Our daycare enrollment is a 3 step process.

• Step 1: Complete a pre-enrollment form. This will involve signing our digital agreement, answering a few questions about your pup, uploading a recent pic of your pup, and uploading their vet records to show that your pup has been to the vet and is up to date on their vaccinations which is required before any pup can attend our daycare program.

• Step 2: Schedule an evaluation and Meet and Greet. You must receive a confirmation from us through email after the submission of your pre-enrollment form before a meet and greet is officially scheduled. Confirmation will be received within 24 hours after submission unless we reach out to you describing the reason we were unable to confirm your pre-enrollment and or meet and greet.

• Step 3: Upon your pup passing their evaluation during their meet and greet, register for your parent portal and that’s it! Your pup is officially enrolled!

 

Q: Why does my pup need an evaluation?

A: An evaluation during your meet and greet allows us the opportunity to observe your pup to determine if Pups ’N Us is a good fit for them as well as to ensure the safety of all our paw pals and human team. We would like to make sure all paw pals socialize safely and happily.

 

Q: What can I expect during my evaluation?

A: During the evaluation, we observe your pup's level of happiness and comfort level while slowly introducing them to their new friends in this new environment. Our paw pals are our top priority! The meet and greet will take about 10 minutes and consists of us getting acquainted, a quick walk-through tour of our playroom, and addressing any questions you may have. Immediately after our meet and greet concludes, your pup is required to stay with us for at least 3 hours for their evaluation. This allows us time to get an understanding of their behaviors as well as allows your pup time to understand the fun and routine in our daycare program. Meet and greet and evaluation is completely free! Our evaluation will include:

• A wellness check

• Pup’s responses to touch and interaction

• Pup’s comfort level eating in a playpen (playpens are only used for naps and feedings)

• Pup’s reaction to an open play environment with other pups

 

On the day of your evaluation it is very important that you bring your pup on a leash. It is also extremely important that you properly wear a mask the entire time while in our playroom. We will explain our observation at the end of their evaluation letting you know if your pup is eligible to become a part of our daycare pack. This process will take about another 10 to 15 minutes. Most pups pass our evaluation. However, some do not. You will be made aware if Pups ’N Us is not an appropriate environment for your pup. This ensures that behavior incidents are kept at zero to a minimum. While Pups ’N Us can help build social skills, pups must have enough social skills to play and socialize with other pups for the exchange to be successful.

 

Q: What if my pup misses a week or a day of daycare?

A: We understand issues arise that may require your pup’s absence.

 

Q: What is your booking and cancellation policy?

A: All services are refundable back to their original payment method if booking is canceled within 24 hours of its confirmation. If booking is canceled less than 24 hours after its confirmation, Bark Bucks will be credited to the account to be used towards future services. Bookings canceled due to inclement weather will be credited Bark Barks. All boarding services must be booked at least 24 hours in advance to avoid a same-day reservation fee. All services must be PAID IN FULL at the time of booking.

 

Q: Do you offer discounts or specials?

A: Yes! We are still working on our Forever Loyal program. However, you have many opportunities for discounts.

• 15% new parent discount for all pup parents booking their first service of 3 days or more

• Continuous 10% off for all our ACTIVE military parents

• Daycare membership for frequent pup parents

• Pawjama Pawty stays that are 15 days or more

• Pup parent refurrals

 

Q: What are your drop off and pick up hours?

A: We are open 7 days a week, 365 days of the year. We recommend pups are dropped off between the hours of 6 am and 9 am. We recommend pick up time between the hours of 2 pm and 7 pm. We are closed for lunch from 12 pm to 2 pm. Our business hours are as follows:

Monday - Friday 6 am to 7 pm

Saturday 7 am to 8 pm

Sunday 8 am to 6 pm

 

Pet parents have a 15 min grace period to pick up their pup after business hours. Pups not picked up 15 mins after the close of our business will be charged a late fee. A late fee will be applied for every hour your pup is still with us after hours. Early drop offs are available 15 mins prior to the opening of our business for an additional fee. Early pick up and late drop offs are free for daycare memberships.

 

Q: Do you offer pick up and drop off to pup parents?

A: Currently, we do not offer personal pick ups and drop offs. However, we plan to offer this service in the future.

 

Q: What forms of payments do you accept?

A: All reservations made with Pups ’N Us must be paid in full at the time of booking, for that reason Pups 'N US accepts credit and debit card transactions only.