our groom & boutique policies... 

Service Policy:
We value quality and safety, and stand behind our services 100%. If you have any questions or concerns regarding your dog's visit, please let us know so that we may continue to deliver outstanding service.

Reservation Policy:
Advance reservations are required. If it is your dog's first time visiting our salon, please allow approximately 5 minutes before your appointment time to ensure your dog has its washroom needs taken care of.

Late Policy: Our schedule is important so we can not accommodate you being late for appointments, if you are late you lose your appointment and a fee of $25 is added to your next appointment. It’s not fair to the groomer or the next client.

Cancellation Policy:
We appreciate 24 hours notice if you find you must reschedule or cancel an appointment, if not a 40% fee from the cost of your groom appointment will be applied to your next appointment or after a missed appointment (no 24 hours notice).  At the second missed appointments, full payment is required to hold any future appointments, this is non-refundable if missed. Missed or late fees will be applied to your bill on the date of services.

Privacy Policy:
Your privacy is important to us, and your information will never be sold or shared.

Product Return Policy:
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused or mostly unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery
We can not offer refunds to any open dog food or frozen raw food.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jesce@urbanhoundsalon.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at jesce@urbanhoundsalon.com and send your item to: 217 Grand River Avenue, Brantford, Ontario CA N3T 4Y3.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
217 Grand River Ave
Brantford Ontario CA
N3T 4Y3
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.