Frequently asked questions
Booking & Scheduling
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- How do I book an appointment?
Head to our booking page over here to schedule an appointment.
- What areas do you service?
We are based in St Ives and service surrounding suburbs.
This includes surrounding suburbs such as Pymble, Gordon, Lindfield, Belrose, Hornsby, Turrumurra, Terrey Hills, and more.
Feel free to contact us if you’re unsure.
- How far in advance do I need to book?
As early as you possibly can! We only ask that you be aware of our cancellation policy which can be read further below so please consider when making a booking.
Services & Pricing
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- What services do you offer?
We offer services from nail clipping and bathing to a tidy and a full groom. We’re happy to have a chat with you to tailor the service to your pooch.
You can see our full range of services here.
- How long does a grooming appointment take?
It depends! We’ve provided a rough outline of timings per service but this can always vary slightly depending on the dog’s breed, temperament, and even the weather.
We will always let you know at the start of the appointment what time you could expect it to finish, however, take this as a guide as it could change.
What type of dogs do you groom?
Anything from Toy Poodles and Cockapoos to German Shepherds and Newfoundlands.
We’re open to many breeds so feel free to contact us if you’re ever unsure.
Can I stay with my dog during the grooming session?
Because we come right to your door step, you’re free to relax in the comfort of your own home while we groom your dog.
Our mobile trailer has the perfect amount of space for our groomer and your dog so for everyone’s safety and to minimise distractions for your pooch, we would prefer to keep it that way.
Special Care & Considerations
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- What do I need to do before a grooming appointment?
If your dog has never been to the groomers before, not to worry, just let us know. We want to ensure that your dog (and you) will be as comfortable as ever.
We’re happy to set up a “Meet the Groomers” session where we meet you and your dog, get them introduced to the tools and mobile trailer.
We suggest for all of our furry friends to go for a 20 to 30 minute walk beforehand to burn off excess energy and have a toilet break.
- What if my dog misbehaves or is anxious/aggressive while grooming?
We understand grooming services can be a stressful and anxious experience for many dogs. We try our best to ensure the grooming session is as positive and comfortable as can be.
Should a dog exhibit signs of severe stress, such as trembling, accidents, stiffness, or loud vocalising, we may need to modify or cancel the grooming appointment on a case-by-case basis.
If your dog has a history of biting, fear aggression, or unpredictable behavior, please let us know ahead of time and we can assess whether we’re able to offer a service.
If behavior problems occur during grooming, we have the right to discontinue the session at any point, and you will be charged accordingly.
- What if my dog has special needs or medical conditions?
The wellbeing and health of your dog are our priorities. Please let us know of any noticeable changes in your dog’s physical condition or behaviour and any special needs they have so we can tailor our service accordingly.
Pricing & Payment Policies
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- What forms of payment do you accept?
We take cash, Visa, Mastercard, and American Express.
What are your rescheduling cancellation policies?
We ask that any changes or cancellations be made at least 48 hours prior to your appointment.
Reminder and confirmation texts are sent out within a week of the appointment. Any cancellations within 24 hours or unconfirmed appointments may incur a fee equal to 50% of the booked session.
- What is your no show policy?
We know life can get busy and the unexpected can happen, but if you're not available at your scheduled time, we’ll try to reach you. If we cant reach you or you cancel within 24 hours there is a $10 no show fee.
If we don’t hear from you within 15 minutes, we’ll need to cancel the appointment to keep the rest of our day on track and respect the other dogs we need to see.
If you know you may be running late, please let us know at your earliest convenience and we can try to accommodate.
- What if I’m not satisfied with the service?
At Prime Your Pooch, we pride ourselves on offering a high-quality and friendly service. If for any reason you are not happy or unsatisfied with the service, please get in touch and we can talk through what you are not happy with and make amends.
- Do you offer any discounts, loyalty, or referral programs?
For every 5 or 10 visits, we offer a 15% discount. This is automatically tracked and calculated on our systems and if you want to check the status of your sessions, let us know.
If you refer us to anyone, you and the referral will get 15% off your next groom and a free add-on. Just make sure they quote your name when they book.
- Will my dog be on your social media?
We love to grow our community and share our beautiful furry friends on our social media platforms. We may take photos and videos during grooming sessions so your dogs may be identifiable by breed and name.
Please let us know ahead of time if you would not like them to be featured or photographed.
Any more questions? Contact us here