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i’m so jealous you get to hang out with dogs all day. do they get lots of attention?

it’s definitely the best job ever. we keep our dog to human ratio low so that everyone receives lots of one-on-one time. it varies a little based on the size of each location, but you can trust that your dog will be enjoying more ear scratches and belly rubs than he knows what to do with.

what will my dog be doing all day? anything fun?

we keep our schedules nice and busy. your dog will get to play with her new pals as she does lots of different activities that focus on socialization, new commands, and good manners. we also schedule in some rest time, in case they get dog tired (see what we did there?).

are all dogs cool with you guys? any breed or size restrictions?

we think all breeds are good boys (and girls). as long as your dog is friendly, your dog is good to go. some of our locations do have size restrictions, but only because of the size of the space. also, if you have a female dog in heat, she’s gotta stay home (it gets awkward).

when are you open?

your dog can hang out with us monday-friday from 7am-5pm. you can drop him or her off for a half or a full day, up to you. a half day is either from 7:00 am—12:30 pm or 12:30 pm—5:00 pm. a full day is 7:00 am—5:00 pm. running behind? late pick-up is often available for an additional fee. need a bit of me time? drop your pup off for an hour or two and pay an hourly rate instead of committing to a half or full day. this optional service is available depending on a store's current daycare capacity.

this sounds great. what do i do next?

to get started, you'll fill out an enrollment form at your local store. be sure to bring documentation of your pet’s vaccine history—we need to be sure everything’s up-to-date. we’ll also give your dog a free 2-hour evaluation during daycare hours, just to make sure they’re good to go.

can i book appointments online?

online appointment booking is available for customers to book service appointments. use book appointment button on store location pages on our grooming page to find store or preferred groomer. appointment requests will be confirmed via email or text by the store. you'll need to have up-to-date vaccinations to be able to receive services. please upload the proof of vaccinations or bring proof of vaccinations to the store.

i’m pretty particular about what products i use on my pet. how about you guys?

same. in fact we’re so particular, we made our own product line. wildsaint was designed to help your dog look and feel great. plus, unlike most dog shampoos, our wildsaint products use ingredients you’ll actually recognize that are all natural, usda certified organic and usa-sourced.

i know it sounds terrifying, but will you bathe and groom my cat? how about other animals besides dogs?

cat grooming is not for the faint of heart, but we actually do provide it at certain locations. 

i’m not comfortable with the idea of muzzles. do you use them?

only if absolutely necessary. some pets get really, really stressed during grooming, and that can lead to aggression. we have to keep our groomers safe, and sometimes muzzles are the only way. but if you’re not okay with the idea of muzzles for any reason, just let your groomer know ahead of time.

how long will it take to transform my dog into a fresh-smelling vision of loveliness?

about 3 hours. of course, every pet is unique, so depending on how shaggy a mane he has or how much of a fan of water he is, your timing may vary a little. but we’ll give you a call as soon as we’re done.

does my dog have to get all his shots to be groomed?

that’s our recommendation. it’s for your pet’s safety and the safety of others. however, the only one we absolutely require is the rabies vaccination.

my dog is, shall we say, not the friendliest with other dogs. is that ok?

that’s a tough one. we think all dogs deserve great grooming, and most of the time we can accommodate even tough customers. in some cases, we may require special appointment times and may also charge a special handling fee depending on your pet’s needs. and, if it comes down to it, we may even have to turn down the appointment if we don’t think we can handle your dog safely. thanks for understanding.

i think i’ll do self-wash. is it a good deal?

self-wash costs $15.00, but we also offer 5 visits for 50% off ($37.50), and an unlimited 6-month membership for just $60.00!

this could take a while. how long do i have the self-wash area for?

you’ve got 30 whole minutes to get your little guy or girl clean, which is usually enough for even the squirmiest, most bath-loathing dogs.

does an unlimited membership mean i can wash all my dogs at once? i’ve got a lot of dogs.

sorry, each membership is actually tied to an individual pet. but you’re welcome to use our 5 for 50% off deal to get your whole squad clean!

i’m so excited, when can we swing by?

come on by any time between when our store opens and one hour before closing.

will you treat my iguana, ferret, turtle or hedgehog?

those are some pretty cool pets, but right now, we only provide vet services for dogs and cats.

ok, i’ve got a dog and a cat. what services do you offer for them?

think of us as your primary care vet. our clinic offers complete wellness exams, vaccinations, laboratory testing, microchipping, non-emergency sick exams, and even an on-site pharmacy.

but can you do lab tests?

sure can. we use an off-site full-service laboratory to run a full range of tests including blood, urine and fecal tests for routine wellness monitoring. we also run lab tests to monitor pets with chronic liver and kidney problems, and we do diagnostic tests as well. our results are typically available within 2-5 business days. sorry, no same-day test results (yet).

my pet isn’t feeling great. what exactly is a non-emergency sick visit?

this is our category for all those everyday minor illnesses and injuries that, while totally not fun, aren’t life-threatening. situations like ear and skin infections, allergies, conjunctivitis, runny eyes, diarrhea, vomiting, limping, torn nails or minor cuts all fall under this umbrella.

wow, you guys do a lot. what can’t i bring my pet in for?

we love being your go-to doctor, but we’re not equipped to hospitalize pets, do imaging (x-rays or ultrasound) or perform surgeries. if your pet is having a medical emergency, you should take them to the nearest emergency vet or full-service hospital. we’ve got great vet contacts and would love to make a local recommendation.

ok, but will you spay or neuter my pet?

sorry, that’s a surgery and we don’t offer surgical services.

my dog and i were just walking past. can we drop in for an appointment?

sure. but in general, appointments are a good idea since you’ll be seen before walk-ins.

i heard you have a vet service subscription. will that save me money?

our fourwell subscription is a great deal. all memberships include annual physical exams and recommended vaccinations, unlimited office visits for routine check- ups and sick visits, microchipping, 10% off all other veterinary services and products and 5% percent off non-vet products and services. we have plans available for puppies, kittens, adult dogs and cats, as well as senior dogs and cats. senior plans also include diagnostic blood tests. you can see our full offerings here.

my pet has been sick and slowing down, and i think it’s his time. do you offer euthanasia?

saying goodbye to a family member is incredibly hard. while we don't perform euthanasia services at our clinic, we’re still here to guide you and your pet through end-of-life care and answer any questions you may have.

my dog’s not vaccinated, but i’m really excited for him to try all your services. is it that big a deal?

sorry, but it’s actually really important for your pet’s health and safety. that’s why we’re unfortunately unable to provide services without proof of vaccination. to book your first service, you'll either need to provide that to us, or we can even reach out to your vet directly for the records if that's easier.

here's a list of all the up-to-date vaccinations and health requirements that your dog needs to be eligible for services:

all services

- rabies vaccination

training and daycare only

- dhpp vaccination
- kennel cough vaccination (must allow 7 days after vaccination before booking services)
- proof of negative stool sample for dogs under 6 months
- neutering for male dogs older than 8 months is daycare only. this does not apply for training.

online appointment vaccination records

for online booking, you will need to have up-to-date vaccinations to be able to receive services. please upload the proof of vaccinations on your appointment profile or bring proof of vaccinations to the store.

what is your product philosophy?

our general rule of thumb is that if ingredients aren’t safe for us, they’re not safe for our pets. but to earn our stamp of approval, products have to both natural and premium. when you see “loyal companion’s approved” on food, it means what you’re buying is free of allergens like corn, wheat, soy or by-products. on our grooming products and services, it means you can trust that they’re 100% gentle for your pet’s skin and coat. and on our treats, supplements and supplies, it stands for the high health and safety standards we hold for each and every brand we sell.

there are so many different types of food. how do i know which one is right for my pet?

every pet has unique nutrition needs based on their breed, size, shape, activity level and many other factors. the best way to help your pet be the best version of themselves is to build a healthy, balanced bowl that’s a combination of proteins, toppers, hydrators and supplements that are specific to your pet. answer a few questions in our food finder or read more about bowls

i’m getting a parrot or maybe a cool snake. do you carry food and supplies for them?

we think all pets are awesome, but we like to focus on just dogs and cats. that way, we can give you the most carefully selected range of natural food, treats, toys, supplements and supplies possible.

my pet’s got allergies but loves treats. what do i do?

don’t worry, we’ve got plenty of delicious treats that will hit the spot without giving your dog hot spots. we carry a large variety of grain-free and whole meat treat options – including exciting protein options like venison, rabbit and kangaroo.

i think my pet could use a supplement. what have you got?

the real question is, what don’t we carry? we’ve got supplements for everything from dental health to mental health and anything in between — probiotics, digestive aids, multivitamins, joint health support, omega-3, immune support, urinary tract health, flea and tick protection and more.

i’m going to give my dog a haircut. do you carry grooming supplies?

oh boy. remember when your mom gave you a bowl cut as a kid? we carry maintenance grooming supplies like shampoos, conditioners, combs, brushes and nail clippers. plus we offer professional grooming, which is a lot less likely to end in tears. find your nearest location here to book an appointment.

how do you decide where to source products?

our number one priority is finding vendors whose products we believe in. to us, that means they have to be products we’d be thrilled to give our own pets, or they’re a no-go. currently, we source from trusted regions like the us, canada, australia and new zealand. we have a variety of toys made in the usa, as well as from other countries.

i’m thinking about getting a pet. do you sell them?

nope, but can we interest you in a rescue? we love hosting rescue events at our stores, and you can check out the events page for any upcoming chances to make a friend for life.

what’s going on with the fda and grain-free diets?

the fda is studying the potential link between grain-free diets and canine dilated cardiomyopathy. the study is ongoing and there is no confirmation. here’s the latest on what you should know. we will continue to update with new information.


i’m so excited, when will my order arrive?

and we’re excited to get it to you, so we try to ship your order out within 24 hours of receiving it. in most cases, shipments will arrive within 3-5 business days after the order is placed. some non-food orders may take from 5-10 days. as usual, order estimates can vary slightly due to carrier shipping practices, delivery location and the items you order. products may be delivered in separate shipments. if you order near a holiday, keep in mind that you’ll have to allow for a few extra days since our warehouses are closed on news years day, memorial day, july 4th, labor day, thanksgiving day and christmas day.

help, i need to change or cancel my order.

so remember what we said about trying to get your order out within 24 hours of receiving it? that means your window to change or cancel is small, but we’re always happy to help. we can’t guarantee that we will be able to cancel the order, but contact us as quickly as possible and our customer service representatives will do what they can to assist. if it’s an autoship order, the good news is that you can make changes at any time. but remember to do it in advance, as we can’t guarantee changes initiated within 24 hours of your scheduled shipment date.

where’s my order history?

that’s easy. just log into your account and click on orders.

i’m online, shopping up a storm. how can i pay you?

plastic works — we accept all major forms of credit cards.

what about sales tax?

that depends on where your order is headed. items shipped to ca, co, dc, il, ma, md, me, nh, ny, tx and va are subject to sales tax. any applicable tax will be applied to the price you pay for taxable items, less any and all extra savings.

how much does shipping cost?

we offer free shipping for orders over $49. for all other orders, we charge a flat $5.95 shipping fee.

this isn’t quite what i need. what’s your return policy?

we get it, things happen. sometimes the harness turns out to be a size too small or the dry food arrives right after your vet says no more kibble. no matter what, we want you and your pet to be happy. that’s why we accept returns on most unopened items with tags within 30 days of purchase. we do need a copy of your order confirmation to help process a return. for special guidelines, please review our full return policy here. we’ll make sure your refund is issued in the original form of payment.

i need to send this back. what’s the easiest way to return or exchange?

if you need to make a return, just stop on by your nearest loyal companion’s location with a copy of your original order confirmation and we’ll take care of it. don’t live near a store? contact us and our customer service representatives will help you set up a mail-in return. just allows 7-10 business days for us to process it after we receive it. for exchanges, we can unfortunately only do them in store so far (but we’re working on it).

what’s autoship?

if you like being prepared, you’re going to love this. autoship lets you pre-schedule delivery of your favorite products as often as you need them. you’re always in complete control and can change your delivery frequency, quantity, shipping address and billing address in the manage auto shipments section of your account. you can even pause or skip an order when you’re out of town. canceling an order is also easy, but definitely do it in advance as we can’t guarantee changes initiated within 24 hours of your scheduled shipment date. and just like regular orders, you’ll receive a reminder email before each order is ready to ship.

autoship sounds great. how do i set up orders?

it’s pretty simple. select the “subscribe” option and the frequency you want to have the product delivered in either the shopping cart or on the product page. then just check out like normal. after your first order, you can manage or orders in the manage auto shipments section of your account.

huh, the price on my autoship product went up. what’s that about?

sometimes manufacturers change prices, which means we have to update our prices too. so even if you’ve set up your autoship order for a product at one price, the new price will still apply. it’s a bit of a bummer, but it’s out of our hands. we always try to do right by our customers, but if you need to, you can cancel or update your autoship orders at any time.

a product on my autoship order got discontinued but i still really, really want it. what now?

it’s the worst when a product you depend on goes away. while we can’t bring it back, we can help you find one you’ll like just as much (or maybe better). contact us and customer service representatives will be happy to help out.

setting up an account to be able to do autoship orders sounds like work. do i have to?

it’s actually really easy, and think of all the time it will save you on ordering. but yeah, sorry, you have to set up an account.

can i cancel or make changes to my autoship orders?

absolutely, you’re in control. you can cancel your order, change your delivery frequency, and pause or skip a delivery if you’re going out of town. you also have the option to edit quantity, shipping address and billing address. remember, changes and cancellations can be made at any time, but try to do them in advance. we can’t guarantee order changes initiated within 24 hours of your scheduled shipment date.

are all your policies for shipping, refunds, exchanges and returns the same on autoship?

yup, the exact same. if you need details, take a look at our policies page.

do i get a discount for doing autoship?

a lot of the time, yeah. most autoship products receive a first order discount of 30% and a 5% discount on all other orders (ka-ching, that’s a lot of savings). to find items eligible for these discounts, look for ones with an autoship and save option. items that are not eligible for these discounts will simply say autoship. autoship discounts do not apply to all products and can not be combined with any other coupons or discounts. 

how do your coupons work?

in store, it’s pretty standard — you give the coupon to the cashier, you get a discount, we keep the coupon. if the coupon is digital, just show it to the cashier. for online discounts, type the discount code into the promotion code box that’s on the shopping cart checkout page.

coupons are valid on in-stock merchandise only, and offers can’t be combined together or with other promotions. unless otherwise stated, loyal companion’s coupons are not valid on orijen, acana or fromm products, grooming services, or gift cards purchases.

do i get a discount for doing autoship?

a lot of the time, yeah. most autoship products receive a first order discount of 30% and a 5% discount on all other orders (ka-ching, that’s a lot of savings). to find items eligible for these discounts, look for ones with an autoship and save option. items that are not eligible for these discounts will simply say autoship. autoship discounts do not apply to all products and can not be combined with any other coupons or discounts. 

how do i join the rewards program?

the rewards program is free of charge to join. to join, ask an in-store associate or fill out the online enrollment form. you’ll need to provide your first name, last name, phone number and valid email address. your email address will be used to ensure you get points for your purchases, and all reward vouchers will be sent to you at that email address.

how does the rewards program work?

earn 1 point per dollar spent on all products and services (a few exclusions apply). for every 200 points you reach, you will receive a $10 rewards voucher via email to be used on a future purchase.

will i earn points for grooming?

yes, you can earn points for grooming, as well as all other services including self-wash, training, daycare and veterinarian services. services vary by location.

will i earn points for both my online and in-store purchases?

yes, you will earn points on all purchases in-store and online made after enrollment as long as you provide the email address that was used when signing up for your rewards membership during checkout. check the store locations page to discover all of our locations.

are there any items that do not earn points?

there are a few items that are not considered a qualifying purchase and therefore will not earn points. those items are gift cards, shopping bags, donations, tips, tax, shipping and the purchase amount made with a reward voucher. employee transactions do not earn points. also, no purchases prior to a member’s enrollment in the rewards program will receive points.

do my points expire?

points will expire after 13 months of member inactivity. member activity is defined as a purchase, return, or customer service adjustment.

i made a purchase but didn’t get points, can you add that purchase to my account?

you may contact rewards customer service at 866-368-0727 or email to submit transaction receipts in order to get missing points posted to your account.

how do i get my rewards?

if your point balance at the end of the month is 200 or more, a reward voucher will be emailed to you automatically by the 15th of the month following the month they were earned in. (for example, if you reached 200 points in may, you will be emailed a $10 reward voucher by the 15th of june.)

how much can i earn in rewards?

for every 200 points a $10 reward voucher is earned. a maximum of $150 in rewards will be issued each month. any points over 3,000 points will carry over into the next month.

if i don’t earn a reward, do my points carry over to the next month?

yes, point balances over 3,000 will carry over into the next month. however, if you do not shop within 13 months your points will expire.

how do i use a rewards voucher?

you can redeem your rewards in-store or online. to redeem in store, show your reward voucher to the store associate. to redeem online, enter the voucher number in the “promo code, reward voucher or gift card” field on the checkout page. please note, however, that rewards cannot be used for autoship orders at this time.

do my rewards vouchers expire?

rewards vouchers will expire 3 months from the date they are issued. see expiration date listed on the voucher.

do i have to use the entire amount of the reward voucher in a single purchase?

no, you can redeem your rewards vouchers across several purchases if you’d like. for example, if you have a $20 rewards voucher and make a purchase for $14.76, your rewards voucher would have a residual value of $5.24 that can be used on a future purchase prior to the reward voucher’s expiration date.

how do i contact customer service?

for rewards-related questions, please call 866-368-0727. rewards customer service hours are monday-friday from 8 am to 8 pm ct. you can also email us at

how do i cancel my rewards membership?

call rewards customer service at 866-368-0727 to cancel your rewards membership. cancellation may take 10 business days to finalize.

i have two accounts; can they be combined into one?

yes, we can combine your multiple accounts if both accounts belong to you. we will need you to verify the phone number and email address associated with each. call rewards customer service at 866-368-0727 to combine accounts.

do i pay for products online or in store?

products are paid for online at the time of placing the order. you will receive an order confirmation email that you will need for pick up verification.

how can i pay for bopis orders?

all the same payment options (major credit cards, apple pay, paypal etc.) are available for buy online pick up in store that are accepted for online orders today, including gift cards and reward vouchers.

how is store location chosen for pick up?

the customer will be able to see which stores have products available at that time. the customer chooses the store that is most convenient to them from that list.

can products be picked up at multiple stores?

no. at this time all products in a single order must be at the same store. if, products are only available at different stores, you can place two orders (one for each store) or have products shipped home.

what is the discount for buy online pick up in store?

all buy online orders receive 10% discount on products. discount may not be combined with some other offers or coupons.

how will i know if my order is ready?

you will receive an email when your order is ready.

how long will an order be held?

orders will be held for 48 hours from order date. customer will receive “order ready for pick up email” when the order is ready. if order is not picked up within 48 hours, products are returned to the shelf, and money is refunded to customers original form of payment online.

how do i pick up my order?

please bring your order confirmation email (not pick up email) to confirm your purchase. you may pick up in store at the designated location or call ahead to the store for curbside pick up.

how can i return products?

bring products back to the store with the order confirmation. we will process returns according to return policies. refunds will be issued to original form of payment or back to a gift card.

are buy online, pick up in store orders eligible for reward points?

yes, earn rewards on all purchases, plus an extra 10% off your pick up items. you can redeem your reward vouchers on the website for buy online pick up in store orders.

can i set up recurring orders for pick up in store?

not at this time. recurring orders can conveniently be set up with our autoship program, delivering products right to your door. earn 30% off first order, 10% off most future shipments and reward points on all purchases.

how do i return?

it may take up to 7 business days for refund to post to your credit card account.