Question 1

When should my puppy have their first grooming appointment?

Accepted Answer

We recommend introducing puppies to grooming as early as possible, ideally after their vaccinations and once your veterinarian advises it's safe. Early positive experiences help puppies build confidence and develop healthy grooming habits that last a lifetime.

Question 2

How should I prepare my dog before their appointment?

Accepted Answer

A toilet break before arrival is always appreciated. If your dog has any medical conditions, recent injuries or behavioural concerns, please let us know beforehand so we can tailor the appointment to their needs.

Question 3

Can I stay and watch during the groom?

Accepted Answer

For most dogs, they settle much better once they've said goodbye to their owner. Having familiar people nearby can sometimes make it harder for dogs to relax or focus, so we generally recommend allowing us to work with them independently.

Question 4

What is The Positive Grooming Approach™?

Accepted Answer

The Positive Grooming Approach™ is our philosophy that places your dog's emotional wellbeing alongside their physical care. Rather than measuring success by how quickly a groom is finished or how perfect the haircut looks, we focus on creating calm, positive experiences that help dogs feel more confident with grooming over time. It's not a different service—it's the way we approach every appointment.

Question 5

Why is trust so important during grooming?

Accepted Answer

Trust is the foundation of every positive grooming experience. When a dog feels safe with their groomer, they're more likely to relax, cooperate and build positive associations with future appointments. That's why we take the time to understand each dog's individual needs rather than simply focusing on completing the groom.

Question 6

Can grooming become easier over time?

Accepted Answer

Yes—and that's one of our biggest goals. Just like people, dogs learn from experience. Positive, consistent grooming appointments can help build confidence over time, making future visits calmer and more enjoyable. Every appointment is an opportunity to build trust, not just maintain a coat.

Question 7

Why isn't a perfect haircut always the goal?

Accepted Answer

Because your dog's wellbeing always comes first. While we always aim to achieve a beautiful finish, we never believe a perfect haircut is worth causing unnecessary stress or fear. Sometimes the kindest decision is to leave part of the groom for another day, allowing your dog to build confidence gradually. A positive experience today is always more valuable than a perfect haircut today.

Question 8

Why do some dogs need more than one appointment?

Accepted Answer

Every dog is different. Some dogs feel comfortable with grooming from the very beginning, while others may need time to build confidence, especially if they've had limited or negative experiences in the past. Taking grooming at your dog's pace often creates better long-term outcomes than trying to accomplish everything in one visit.

Question 9

Why does my dog behave differently at the groomer than at home?

Accepted Answer

It's completely normal. A grooming salon is a very different environment, with unfamiliar people, sounds, smells and handling that many dogs don't experience at home. Some dogs become more nervous, while others surprise their owners by being calm and cooperative. We always assess the dog in front of us and adapt our approach to help them feel as comfortable as possible.

Question 10

Why does grooming sometimes take longer than expected?

Accepted Answer

Every appointment is tailored to the individual dog. Factors such as coat condition, coat length, behaviour, comfort level and the services required all influence how long grooming takes. We carefully schedule our day to give each dog the time they need, while working efficiently and respectfully throughout every appointment. If a dog needs a short break, extra reassurance or a slower pace, we're happy to provide it.

Question 11

Why do you believe grooming is a lifelong experience?

Accepted Answer

Because grooming isn't something most dogs experience only once. From puppyhood through their senior years, many dogs will visit a groomer dozens—sometimes hundreds—of times throughout their lives. Every appointment shapes how they feel about the next one. That's why we believe grooming should never be judged by today's haircut alone, but by the long-term relationship a dog develops with the grooming process.

Question 12

What products do you use?

Accepted Answer

We carefully select high-quality, hypoallergenic grooming products that are gentle on the skin and coat. Every dog is different, so if your dog has allergies or specific skin conditions, please let us know before their appointment.

Question 13

My dog has sensitive skin. Can they still be groomed?

Accepted Answer

Absolutely. Many dogs have sensitive skin or underlying conditions that require extra care. We'll always do our best to tailor the products and grooming process to suit your dog's individual needs.

Question 14

What happens if my dog is matted?

Accepted Answer

We'll always assess your dog's coat before we begin. If matting is causing discomfort or cannot be safely brushed out, clipping the coat shorter is often the kindest and most humane option. We'll always discuss the best approach with you before proceeding.

Question 15

My dog has a medical condition. Can they still be groomed?

Accepted Answer

In most cases, yes. Please let us know about any health conditions, medications or mobility concerns before the appointment so we can make appropriate adjustments.

Question 16

What happens if my dog becomes too stressed during grooming?

Accepted Answer

Your dog's wellbeing always comes first. If we believe continuing the groom would cause unnecessary stress or compromise your dog's welfare, we'll pause the appointment and discuss the best next steps with you. Building trust is more important than completing every service in a single visit.

Question 17

What happens if my dog has fleas or ticks?

Accepted Answer

We inspect for fleas, ticks and skin concerns during every groom. If we notice anything, we'll let you know — flea treatment is mandatory if detected, with charges applying.

Question 18

What happens if my dog is injured during grooming?

Accepted Answer

While injuries are rare, dogs can behave unpredictably and accidents can occasionally happen despite every precaution. If anything occurs, we will contact you immediately and ensure your dog receives appropriate care. Please refer to our Customer Agreement for full details.

Question 19

How do I book an appointment?

Accepted Answer

The best way to book an appointment is through our website (thepetsalon.com.au/book). Alternatively, please feel free to text us at 0467 072 946.

Question 20

What payment methods do you accept?

Accepted Answer

We accept cash, credit and debit cards, and bank transfer. Payment is due at the time of service.

Question 21

What happens if I'm running late?

Accepted Answer

We understand things happen, so please text us if you are running late. However, we may need to reschedule your appointment if you are more than 30 minutes late, as it will affect our schedule.

Question 22

Can I drop my dog off early?

Accepted Answer

Of course. We open at 8:30am and you're welcome to drop your dog off from that time. We know mornings can be hectic — between work, school runs and everything in between — so early drop-off is available at no extra charge.

Question 23

What time do I need to pick my dog up?

Accepted Answer

We close at 5:30pm, so we ask that all dogs are collected before then. If for any reason we're running behind on our end, we'll always let you know as early as possible. A late collection fee of $15 per 30 minutes applies after closing time for collections delayed on the client's side.

Frequently Asked Questions

Before Your First Visit

Our Philosophy

Health, Safety & Coat Care

Booking & Policies