Frequently Asked Questions
How do I make a booking?
Bookings can be made online through our website by clicking Log In, Create New Profile, or Reserve Now.
Can I visit before booking?
Absolutely! We encourage new clients to arrange a visit so you can meet our team and see our facilities. To arrange this, just send us an email at admin@canineandco.co.nz to arrange a time that suits us.
What are your opening hours?
MONDAY - FRIDAY
8am-10am & 4pm-6pm
SATURDAY
Closed
SUNDAY
9am-11am & 4pm-6pm
Do pets need to be vaccinated?
Yes. All boarding guests and Social Club members must be up to date with their kennel cough and parvo vaccinations to help keep every pet safe.
Why are some dates blocked on the booking calendar?
You'll notice some dates are blocked on our online booking system. These are drop-off and collection closure dates only.
We are open 365 days a year to care for your pets, and all dogs and cats staying with us continue to receive their normal daily care. The blocked dates simply mean we are not accepting arrivals or departures on those days, similar to our Saturday closure for collections and drop-offs.
Christmas & New Year Closure Dates
24, 25 & 26 December
31 December
1 & 2 January
Your pets will continue to receive their normal care throughout these dates. Please plan your drop-off and collection around these closure days.
Boarding Questions
What do I need to bring for my dog's stay?
Please bring any medication your dog requires, along with any special feeding or care instructions. We provide comfortable bedding, bowls, toys, and plenty of love.
You're welcome to bring one item that smells like home, such as a blanket or favourite toy, to help your dog settle in. While we take every care with your dog's belongings, dogs can sometimes chew or damage items, so we recommend not bringing expensive beds or sentimental items.
Will my dog get exercised?
Yes! All boarding dogs receive daily exercise, enrichment, and plenty of interaction with our experienced team.
We have 8 sunny and grassy paddocks that the dogs will rotate in, either alone or, if they like other dogs, with some friends! They do this from 7am to 6pm, with a lunchtime nap too!
Can my dogs stay together?
Yes. Dogs from the same household can usually stay together, depending on their size and individual needs.
Can you administer medication?
Yes, we're happy to administer medication, provided it is clearly labelled and accompanied by written instructions.
What if my dog has special dietary requirements?
No problem! We can accommodate special diets. Simply bring your dog's usual food and let us know about any dietary requirements.
If I don't bring their own food, what do they get?
We provide Mighty Mix biscuits in the mornings for breakfast, and then for dinner we give a mix of the biscuits and the ROAR Chicken & Veggies mince! This is all included in the price of a kennel stay.
Why have I been charged a Day Stay?
Our boarding rates are charged in 24-hour periods. If you drop your dog off in the morning, your booking is automatically charged until the same time on your collection day.
If you choose to collect between 4:00pm–6:00pm, a Day Stay charge is added to cover your dog's care for the extra hours until collection.
Social Club Questions
What is Social Club?
Social Club is our supervised dog daycare where dogs enjoy socialisation, exercise, enrichment, and plenty of fun with carefully matched playgroups.
How do I know if my dog is suitable?
Every dog completes an assessment before joining to ensure they're comfortable in a group environment and are matched with dogs of a similar size and play style.
How often should my dog attend?
Social Club is a term-long commitment. Usually dogs come once a week, but more days can be discussed.
Do you offer transport?
Yes! We offer our Social Club bus service, which picks up and drops off from Rex Morpeth Park.
We also have a Home Pick-up & Drop-off service throughout Whakatāne and surrounding areas. You can request to join these when signing up through the Social Club form.
What happens if my dog gets muddy?
They probably will! We encourage natural play, so muddy paws are all part of the fun. We'll always do our best to send them home as clean as possible. We do also offer a wash and blow-dry service, which can be requested on drop-off for an extra charge.
Why can't injured dogs attend Social Club?
For the safety and wellbeing of every dog, we cannot accept dogs with current or unresolved injuries. Active play can easily make existing injuries worse, and we can't provide one-on-one supervision to restrict their activity throughout the day.
Can I book casual Social Club visits?
No. Our Social Club is designed as a term commitment, so we don't offer casual or one-off visits. Regular attendance helps dogs build friendships, routines, and confidence.
If shift work or your schedule makes weekly drop-offs difficult, our Home Pick-Up & Drop-Off Service is a great option. After the initial collection, you don't need to be home, we'll safely collect and return your dog for you.
Grooming Studio
How often should my dog be groomed?
Most dogs benefit from grooming every 6–8 weeks, although curly-coated breeds such as Poodles and Doodles often require more frequent appointments.
Do I still need to brush my dog between appointments?
Yes. Regular brushing helps prevent painful mats and keeps your dog's coat healthy between professional grooms.
What happens if my dog is matted?
If matting is severe, the kindest and safest option may be to clip the coat short. We always prioritise your dog's comfort and welfare.
Can puppies be groomed?
Absolutely! We recommend introducing puppies to grooming from a young age to build positive experiences and confidence.
Do you groom nervous dogs?
Yes. Our groomer works patiently and calmly to help nervous dogs feel as relaxed and comfortable as possible.
What services do you offer?
We offer full grooms, bath and tidy appointments, nail trimming, deshedding, puppy introductions, and breed-specific grooming.
Payments
When do I pay?
You can either pay when we send you an invoice and complete payment through bank transfer, or we accept cash and EFTPOS on drop-off.
What is your cancellation policy?
Our cancellation policy varies depending on the service. Please refer to your booking confirmation or contact our team for details.