The portal may go down for a few reasons: if there’s a high volume of users, if there’s an internet outage in our area, or if we turn off our computer for maintenance. We shut down our computer from 7:30-9:30pm every night to give it a break—it works hard all day!

If you encounter an issue, you can try again after a while to see if it’s been resolved. If it’s still not working, please email us at info@thedogcompanyns.com, and we’ll be happy to assist you with making your booking!

Please note that our client portal is not a software that we created. Any and all technical issues are reported to technical support and may take some time to be resolved.

Yes, services cancelled within 24 hours of 1pm of the scheduled date of service will be subject to a cancellation fee. You will receive a confirmation email once your appointment is successfully cancelled. The fee will be equal to the full cost of the reserved service for one day (daycare cancellation fees are charged as a full day). Please note, there are no exceptions.

Example 1: If “Fido” has a daycare reservation for tomorrow, you must cancel by 1pm today to avoid a cancellation fee.

Example 2: You incur a cancellation fee for a 5 night boarding reservation booked in an upgraded suite. The total cancellation fee will equate to one night of boarding, in the upgraded suite.

We would love to see your pup again! If it has been more than 6 months since your dog's last visit, we require them to visit for a re-introduction day prior to confirming any other bookings.

Please reach out to us via e-mail to set up your dog’s re-introduction visit, and make any bookings!

Email: info@thedogcompanyns.com

Yes! Once you register as a new client, we’ll reach out via email with a questionnaire about your dog. We will then set up a date for your dog’s complimentary introduction day! This gives us the opportunity to get to know your dog-and for them to get to know us! The introduction will also allow us to determine if our facility is the right fit for your dogs’s needs.

Our introduction day is designed to set your dog up for success! We begin by creating a dedicated space for them, where they can explore, observe the other dogs, and interact with our friendly staff. Once they're comfortable with handling and ready to meet new friends, we introduce the other dogs one at a time.

If all goes well, your dog will be ready to join the main play group. If we notice that your dog prefers a smaller, more relaxed group, we’re happy to accommodate that too. Transparency is key for us, so if we feel your dog isn't enjoying themselves, we'll reach out immediately with feedback and suggestions for next steps.

We are dedicated to providing exceptional care to all dogs entrusted with us. Every dog receives the same level of attention and care we give to our own pets.

Our management team members are trained in pet first aid, and we are proud to have a strong relationship with our nearest vet clinic Hammonds Plains Veterinary Hospital, who have reviewed and approved our protocols and practices.

The Dog Company is a clean, welcoming, and positive environment where we tailor our approach to suit each dog’s unique personality.

If you're interested in learning more about our team’s qualifications and bios, feel free to check out our individual profiles here!

Yes it is! If we notice a dog is trying to sleep but the excitement of their friends is keeping them awake, we’ll make sure to give them some quiet time. Otherwise, the dogs enjoy playing hard and tend to rest just as hard during their breaks and overnight.

Daycare dogs usually sleep soundly through the night and into the following day after a fun day of play.

Boarding dogs may sleep for a couple of days when they return home from their vacation at TDC, especially if they had a longer stay.

We hold items for up to seven days, and do our best to contact you if we are able to identify who the item belongs to.

After 7 days, any remaining items will be disposed of. It is your responsibility to make sure all belongings are returned to you and collected at pick-up.

We allow AirTags and fitness tracking devices. They must be securely attached to your dog.

*Please be advised: The Dog Company is not liable for any damaged or lost item(s) that are brought with your dog. This includes all items such as: jackets, toys, leashes, collars, etc!

During Kennel Cough season, our staff is extra diligent and cautious with ensuring we are cleaning and disinfecting everything in our facility.

We remain committed to maintaining a clean and safe environment for all dogs in our care. During kennel cough season or not, our daily cleaning routine includes thoroughly cleaning suites and kennels, as well as changing all water bowls after lunchtime. During the day, our staff take time to diligently clean the areas in which our boarding dogs will be resting that night.

At the end of each day, our arena is vacuumed, and thoroughly cleaned and disinfected, including the walls. Overnight, our staff take extra care to clean the lobby, deep clean high traffic areas, and sanitize other areas of the facility that we can’t reach during the day while the dogs are active.

All used dishes are hand washed thoroughly and ready for the following day.

When temperatures permit, we disinfect our outdoor yards and turf with Wysiwash.

We use disinfectants provided by our local vet, known to kill kennel cough bacteria, ensuring top-quality care throughout the year. During kennel cough outbreaks, we use our strongest veterinary grade disinfectants for cleaning.

During kennel cough breakouts, we take following additional precautions to protect all pets:

• Posting notices on all platforms to keep clients informed so they can take the necessary precautions.

• Isolating and sending home any dog showing symptoms, even if just once.

• Cleaning and disinfecting the isolation area after each dog is sent home.

• Requiring a vet note for any dog displaying symptoms to ensure it’s not kennel cough, especially if owners suspect otherwise.