How long does a groom take?
Most grooms take between 2–4 hours depending on your dog's size, coat type, behaviour and the service booked. We'll give you an estimate at booking and call when your dog is ready.
Can I stay while my dog is groomed?
Sadly we do not allow owners to stay in the shop during the groom. This is for the wellbeing of the dog. While this may sound counter intuitive, your little one does much better integrating into their time with us when you're gone!
My dog is anxious, can you still help?
Absolutely. We have extensive experience with anxious and reactive dogs. We use low-stress handling, go at your dog's pace, and communicate openly about how your dog coped.
Please note that if extra time is needed to accommodate your little ones anxiety, or if the behaviour makes grooming unsafe there may be additional fees and/or the need to collect your dog early without finishing.
We are vet nurse co-owned and operated so it's always a good idea to have a chat with her about your specific situation prior to booking.
How often should I book a groom?
Depending on the style, coat length and lifestyle we recommend booking a groom every 4 weeks. This can be alternated between hygiene trim and full groom to assist keeping costs down.
Longer coats, style cuts and breed clips that require heavy maintenance require more frequent grooming and maintenance to assist with coat quality and the ability for us to complete the groom requested.
What products do you use?
No two dogs are the same, so no two dogs get the same products! We are proudly using Hydra Professional (Brazil), Hyponic (Korea), & ProGroom (Australia).
Ask about our range, their uses, and why we love these products next time you are in!
Can I request a specific style or cut?
Yes, we encourage it! Bring reference photos! We love working with clients to get the look just right! However, please ensure the coat is free from matting prior to the appointment to avoid disappointment.
What's your cancellation policy?
We ask for at least 48 hours notice for cancellations. Late cancellations and no-shows may incur a fee as our fully-booked schedule makes it hard to fill spots at short notice.
Do you groom all breeds?
We groom most breeds. If you have a larger, giant, or uncommon breed, reach out before booking so we can confirm we're the right fit and provide an accurate quote.
Why do you charge a matted fee if we are shaving short?
Matted shave downs are very expensive for the salon, the groomer, and potentially your dog. Increased risk of injury, increased discomfort, extreme wear and tear on our blades as well as increased staff costs due to the extra time taking extra care to avoid the abovementioned injuries and discomfort.
If matting is an issue that is arising often, please have a chat with us as there are many tips and tricks we can give you to help keep on top of it at home. We also offer Hygiene Trims and Bath and Blowdry services that both come with a brush out that will assist in your home brushing routine.
Please note: Brushing during a groom, hygiene trim or bath and dry is not a demat service. A demat service can be discussed if required.
Why was I charged a behaviour fee?
We do our best to limit the fees charged here at Gentle Paws as we do not wish to price anyone out of giving their little one the best. We do this by using very gentle and specific techniques — how we bring your little one through the shop, to what areas they are exposed to (and when), and how the bath is given. Special attention is given to the drying process to minimise time with the blow-dryer, to protect the ears and to keep stress at a minimum.
Despite this, some dogs may not integrate with us well due to other factors outside of our control. These overly anxious, aggressive, or even unwell (medically) dogs can cause stress to the other dogs in our care, pose a safety risk to our groomers, and sadly potentially even themselves.
For this reason if we need to have a second groomer attend to the groom, or utilise extra support staff, we need to charge a fee for the additional time and allowances given.
It is always encouraged that if behaviour is an ongoing issue, you have a chat with Gabby our Vet Nurse and/or your trusted Vet for guidance as there are many things that can be done at home to assist (behavioural training etc) as well as short term medications that may assist your dog in being able to integrate longer term and avoid these costs and risks.
