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FAQ

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Please browse our frequently asked questions, and feel free to call us if your question is not answered here. We are always here to help!

What are your COVID-19 safety procedures?

In order to ensure everyone’s safety, our current drop-off procedures are as follows: 1) open the first glass door and place your dog in the large crate just inside the door 2) remove their collar and leash and take them with you then secure the door to the crate 3) a Ruff Housing team member will retrieve your dog from the other side.

If your dog is boarding with us, we will be able to accept their food (in an airtight plastic container or resealable plastic bags) and medications. We are sorry, but we are not currently accepting bedding or toys.

We are also no longer accepting cash as a form of payment. You can place your card on file by visiting your client portal or calling our Reservations Specialists.


What are the hours for pick-up and drop-off?

Our Greensboro and Country Club Road locations are open from 7AM to 7PM every day. Our Witt Street location is open from 6AM to 8PM every day.


Can I tour the facility?

In order to comply with recommended safety guidelines, we are not able to offer client tours right now. However, you may see videos of our facilities on the Ruff Housing YouTube channel. We also will provide you with the password for you to watch our indoor and outdoor webcams while your dog is with us.


What vaccinations does my dog need to attend Ruff Housing?

Your dog needs to be current on the following vaccinations: Rabies, Distemper/Parvo and Bordetella (the vaccine for canine cough). If the Bordetella vaccine has never been given, or if it has expired, we strongly recommend a seven-day waiting period after the administration, as this may provide your dog with extra protection. We also request that all dogs be on some type of flea preventative.


How does the Orientation Day work?

Once we have received your dog’s vaccination records, we can schedule a day for your dog to get to know us and to let us get to know them. This also gives them an opportunity to become familiar with our environment. After you drop your dog off for the Orientation Day, we ask that you wait in your car for 5 – 10 minutes so that we can ensure that your dog is comfortable with us walking them throughout the building. Then, you may leave and return to pick them up any time prior to closing. In order to give your dog enough time to acclimate to our environment, we ask that you leave your dog with us for at least 3 hours. A Ruff Housing team member will give you a call in the afternoon to let you know how your dog’s first day went.


What if my dog is not a good fit to play with other dogs?

No problem! Many dogs, like many people, are just not comfortable in a crowd. So, as part of our daycare program, some dogs will participate in one-on-one activities with their counselor rather than playing in the group. Typically, dogs will do one 20 minute activity for the morning session and one for the afternoon session. But, your dog may participate in more than one activity per session depending on the number of dogs in the program that day.


How old does my dog have to be to attend Ruff Housing?

At least 4 months old. We want to ensure that all dogs have enough time to develop a stable immune system before they are in a facility with other dogs.


Can my dogs stay together?

Yes, dogs from the same family can stay together in the same suite. Please note that it is our policy to separate dogs boarding together during feeding time. If your dogs prefer to eat together, please just let our staff know at check-in.


My dog takes medication. Are you able to administer it to them?

Yes, we will gladly administer up to five medications to your dog while they are in our care for no additional charge. All medications must be in the original prescription container so that we will have detailed information about the medication, and you must sign a consent form giving us permission to administer the medication. We do not administer injections.


Why is my dog so tired after staying at Ruff Housing?

Some dogs may be tired or even a little sore for a day or two after daycare or lodging with us. This is because most of them play hard and get a lot of exercise while they are here. Our special flooring and soft K9 Grass are designed to protect their joints and paws as they play. Even though they have rest areas available to them in each of our playrooms, most of them choose to play for a good portion of the day, which may be more than they are used to at home.


Why is my dog thirsty after attending daycare?

Your dog has access to water 24/7 while at Ruff Housing. There are several large bowls of fresh water in each playroom that are freshened up several times throughout the day. Also, all dogs have an individual bowl of water in their bedroom if they’re lodging with us. But as with being tired, the increase in activity may also increase your dog’s water intake. Don’t be alarmed if they want to drink more water than usual when they get home (though you should encourage them to drink slowly and small amounts at a time to prevent vomiting).


Can my dog get hurt playing in daycare?

Just like children who play on playgrounds in daycare or at school can get hurt from time to time, dogs playing with each other on the playgrounds can get hurt too. Dogs play with their mouths and paws and like to wrestle around on the ground with each other. Because our dogs play in small groups, and because of the training program our staff is required to complete, injuries are rare. If injuries do occur, you (not Ruff Housing) are responsible for any medical expenses for your dog, as you would be for a child. You need to be sure that you are comfortable with this before allowing your dog to play in the playroom. If you are not, Enrichment is always an option. Most owners find that the benefits of allowing their dog to play outweigh the risks.


Can I watch my dogs play?

Yes! We have webcams available in all of our play areas at no additional charge. Instructions are distributed to clients who have dogs staying with us.


Why can’t I find my dog on the webcam?

We have webcams in most areas of our facility so you can enjoy watching your dog play. However, the cameras cannot always show the entire room. If you’re having trouble finding your dog, they may be in an area of the room that is out of view, at lunch or having a nap in the bedroom area.


Does my dog need to be on a leash when arriving or leaving Ruff Housing?

Yes! All dogs are required to be on a leash at all times when coming or going. This is for the safety of your dog, especially in our parking lot. This will also help keep the lobby environment more calm and running smoothly. Remember, not all dogs that come to Ruff Housing are dogs that are friendly with other dogs.


Can you care for dogs that are ill or have special medical needs?

If your dog has something that is contagious or that could possibly be contagious (for example, if your dog is coughing, has a runny nose or is sneezing), do not bring your dog to Ruff Housing until your veterinarian has confirmed that they are no longer a risk to other dogs. You may be asked to provide a statement from your veterinarian confirming that it is safe for us to admit your dog. But, because we have a large number of staff members available all day and also overnight attendants who can handle potty breaks or medication during the night, Ruff Housing can be a great place for dogs who have non-contagious medical needs, such as dogs that are blind or deaf. It is important to keep in mind that there are other dogs in the facility. So if your dog has a compromised immune system or other health issues, you should discuss your plans with your veterinarian before deciding to board them in any facility. Remember, Ruff Housing cannot be held responsible if your dog becomes ill during or after their stay. For more information see the Dog Health and Safety section of our website.


How often will my dog get a potty break?

All dogs that are lodging with us receive potty breaks early in the morning and right before bedtime. Your dog will also be out during the day as part of our daycare program. If your dog is only participating in the morning or afternoon session of daycare, they will have a potty break during the other half of the day.


If my dog is in the Enrichment Program how often will they get potty breaks?

All dogs get at least four potty breaks per day if they’re lodging with us. We may also give more frequent breaks depending on your dog’s individual needs (puppies, elderly dogs and dogs with medical conditions that create more frequent urination, or if your dog just seems like he/she needs an additional break). Our Lodging Specialists are there to serve your dog. During the playtime that is included with our Enrichment Program, your dog will have plenty of opportunity to potty.


My dog usually eats lunch at home. Can he do this while he is at Ruff Housing?

Absolutely! We offer lunch service to dogs (also for no additional charge). Just bring your dog’s food in a ziplock bag or other container clearly labeled with their name and let our staff know that you would like for your dog to be served lunch while they are here. We also serve an easily digestible house food at no additional charge, if you prefer.

If your dog is in daycare, we will remove them from the playroom at lunchtime and place them in one of our private bedrooms to eat. We then require all dogs that eat lunch to rest for a while before going back into the playroom for their digestive health.


Do I need to bring my dog’s food if they are boarding?

We typically recommend bringing your dog’s food from home, as a lot of dogs do better staying on their regular diet from home and have less trouble with upset stomachs from switching foods. However, we do serve Purina ONE Smart Blend Sensitive Stomach at no additional charge, if you prefer. If your pet has any food allergies or dietary concerns, we definitely recommend supplying your own food. If you do decide to bring your own food, we recommend bringing it in pre-portioned resealable baggies. This ensures that we have plenty of food for your dog’s stay. If you do not pre-portion the food, it does need to be in a resealable container or bag. We also have a refrigerator and microwave to prepare special diets. If your dog is boarding with us for five days or more, you may want to consider increasing the amount of food your dog eats, due to their increased activity level.


What else can I bring?

We provide cots for our overnight guests. For now, due to new safety practices, we are not able to accept toys or bedding. You may bring treats for your dog, but please no rawhide.


What if my pet becomes ill or requires medical attention during their stay?

In the event that your pet requires medical attention, we will refer to your contact list and make every attempt to reach you or your designated emergency contact. If we are unable to contact you or your emergency contact and we feel your dog needs medical attention, we will transport your pet to their regular veterinarian, if close by, to ensure continuity of care. If your veterinarian is not near our facility, we will go to one of the local veterinarians that we know. If we believe that the situation is urgent or if your dog needs care after regular hours, we will take your pet to the closest veterinary emergency clinic.


My pet lost weight during their boarding visit, is this normal?

It is natural for dogs to lose a little weight while boarding. Most of the weight loss is due to excitement of being with other guests and the exercise they receive playing with their friends. Dogs who are in our playrooms are getting constant activity that is not the same as their more sedentary lifestyle at home. Therefore they burn a lot more calories during their boarding visit, which is why we recommend increasing their food slightly. In addition, some dogs may not eat all of their food at each feeding since they are in a different environment and may also lose a little weight for this reason.


What is your cancellation policy?

If you need to cancel or change your reservation, just let us know as soon as possible. We are not requiring deposits for the summer or fall of 2020 as we understand many people’s plans will change. However, beginning with the Thanksgiving holiday, we will be resuming the requirement of a $50 deposit for holidays and summer. If you cancel your reservation at least 7 days in advance, you will receive a refund of your deposit. A $25 charge is added for any grooming appointment cancellations after the second cancellation.


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