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.
What additional services are available?
Our most popular a la carte option is teeth brushing. We also offer nail polish, temporary hair coloring, and bow pen stenciling that add temporary color to a haircut! To see the full list of options, see our Pet Grooming page.
What is your policy on vaccinations?
All pets coming in for grooming services should be up to date on their vaccinations. We ask that you bring any vaccination records to your visit (via the email reminder we send to you). You can give us a copy, or we can scan your copy – whichever works best for you.
I am ready to book! How do I make an appointment?
Awesome! We’re so glad you’ve chosen us to care for your pet!
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).
**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?
We do offer an ASAP service! This service allows your pet to be in and out without being in the shop for very long, and ensures your pet will be continuously worked on during their visit.
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.
How are the prices determined?
Pricing is determined per pet and is based on their size, their behavior, and the condition of their coat. If you have concerns about your pet’s matting or behavior, please call ahead so we can make accommodations.
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?
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.
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.
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!
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.
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 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 3rdvisit of your pet being to aggressive, Puff & Fluff will then determine if we are the right fit for your pet. Thank you for your understanding.
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?
Yes, we love working with rescues! We offer half off services for the first three visits, after that, each service per dog will be full price. This discount does not apply to personal pets that you have.
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 email@example.com.
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.
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, emergency response, student, and monthly 20% off deal days.Please review our website at www.puffandfluffspa.com/pawsome-specials/ to see any and all discounts that we do offer.
To stay up to date on our monthly deal day announcements, you can review our social media sites, monthly newsletters, and/or visiting our website at www.puffandfluffspa.com/events
What is required when scheduling anesthesia-free dental cleaning?
A non-refundable $25 deposit is required when booking an appointment for anesthesia-free dental cleaning. You may receive the deposit back If you to cancel within 48 hours of the appointment. If services cannot be performed you will receive the deposit back.
What is included in a bath and brush?
A Bath and Brush Service includes: Bath with hypo shampoo and a blueberry facial, a massage, blow dry, nails, glands, and ear cleaning.
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.
What form of dryers do you use?
At Puff & Fluff, we use velocity dryers as our main drying source, but we also allow for pets to air dry, or sit near a fan, if they prefer. Pets are always dried individually, and always under direct supervision as we feel this method is the safest for your pet. Velocity dryers can be loud, so we will also use “happy hoodies” to cover your pet’s ears, so they do not hear the noise of the dryer. Each pet looks so cute in his or her happy hoodies!
Where are the pets when they are waiting for their spa day?
We have a few different options to ensure both you and your pet have a wonderful experience with us!
- 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.
What Discounts Do You Offer?
How should I bring my pets in for grooming?
When bringing your pups to Puff & Fluff for grooming, it is very important to bring them in on a leash with their collar or harness snug on them to avoid them slipping out when coming in.
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.
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. 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 72 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 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 if I have a problem and need to speak with the owners?
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 firstname.lastname@example.org.
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 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 is your return/refund policy on products sold?
A return/refund can be completed within 7 days of purchase.
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.
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 have notice 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 (getting a 3rd party involved), to review what took place. If in fact, Puff & Fluff is held responsible for the incident we will cover the medial bill after speaking with the veterinarian and reviewing the invoice from the service.
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