Frequently Asked Questions
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Do I need an account with you to schedule boarding or day care?
Yes, you do need an account with us to schedule a boarding stay or day care. Creating an account with us allows you to input all of your and your dog's information, including their vaccination records and easily request services. You can find the link for creating an account with us on the home page of our website under 'new client registration'. Once you have created an account, you can go back to the homepage of the website and click the link under 'current client reservations or file uploads' to sign in or you can download the app 'PetExec Mobile' on your phone through your App Store and sign in with the same credentials.
How do I request boarding or daycare?
For your convenience we have put together two documents, one for how to request daycare and one for how to request boarding.
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My dog only stayed for 2 nights, why did I get charged for 3 nights?
When picking up during our afternoon hours (4-6pm Monday-Saturday, 5-7pm on Sundays) a full day of boarding is applied since your pup has been with us for the whole day. For example, if dropping off on Monday and picking up Wednesday morning- only 2 days of boarding is charged. If dropping off on Monday and picking up on Wednesday evening- 3 days of boarding is charged. The first night of boarding is charged whether you drop off in the morning or the evening, so the drop off time does not affect the number of days charged, only the pick up time frame determines the number of boarding days charged.
Can I drop my dog off (or pick up) at noon? (or otherwise outside the posted hours)
No. You may only drop your dog off and pick your dog up during our posted hours. Having these set hours that dogs are coming and going allows us to better attend to your pups while they are staying with us.
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For your convenience here are our boarding drop off/pick up times:
Sunday: 8-10am and 5-7pm
Monday-Friday: 8-10am and 4-6pm
Saturday: 9-11am and 4-6pm
What vaccinations does my dog need to come to your facility?
We require your dog to be up to date on rabies, distemper/parvo and bordetella vaccinations. We also require a negative fecal (including giardia) every 6 months. Your dog must also be on a flea and tick preventative.
How do I upload my dog's vet records?
Please sign in to your account using the login you created when you signed up for an account with us and click the file uploads tab. From there you can attach your dog's vet records. Once you upload your vet records, we will be notified by the system and we will update your dog's records in our system. We will reach out to you if you are missing any information. If you have trouble uploading through the portal, you can email a photo of the records to thebrowndogcc@gmail.com or text a photo of the records to 518-727-9846.
Will my dog get to play with other dogs while boarding?
No, your dog will not get to play with other dogs while boarding. Your dog(s) is kept separate from others dogs (except housemates) and will only get to play with other dogs while boarding if you add on weekend play groups/daycare to your dog's boarding reservation and The Brown Dog deems your pup dog-friendly.
Why won't the system allow me to make a boarding or day care reservation?
Your dog's vaccination records may be expired or not input into the system yet. If your dog's vaccinations or fecal are expired you will need to update them at your vet and upload your new vet records via the file uploads tab before you are able to make a reservation. If you would like to reserve your dates prior to getting all of the vaccination and fecal in order, please give us a call or send us an email. If your dog's vaccination records are not in their record yet, you will need to use the file uploads tab when you log in to upload their records and a staff member will update your dog's information. If you still cannot make a reservation, please call or email us.
My dog is not friendly with new people, can they still board with you?
Yes, even if your dog is not friendly with new people they can still board with us. Since our facility has indoor/outdoor suites we can easily let your dog outside and feed them without having to get into their space. The owners of the facility have extensive experience with these types of dogs.
If your dog is not able to be handled by the staff at all it will be considered a No Touch Boarding and No Touch Boarding prices will be charged. Please see Boarding page for details.
What is your cancellation policy?
Please see the Boarding Deposit page for full information on our deposit schedule and cancellation policy.
Is there anyone at the facility outside of the hours posted online?
Yes. The hours posted online are our drop off/pick up and office hours when someone will be available in the office. We may leave for lunch in the middle of the day, but there is staff at the kennel before and after the hours posted online. But outside of those hours we can focus on caring for the dogs since we are not waiting for drop offs or pick ups. Though we may be at the facility, we cannot accommodate drop offs or pick ups outside of our posted hours.
Can my dog board if they are on medication?
Yes! We are able to give many types of medications including oral, ear, eye and topical. There is a $3 per day charge for daily meds. Please do not put medications in bags with their food, the medications tend to break down when in the food prior to feeding and it can affect the efficacy of the medication.
Can I see the facility before making a reservation?
We give tours for new customers on an appointment basis. Please email thebrowndogcc@gmail.com or call 518-727-9846 to set up an appointment for a tour.
Can I bring a slow feeder for my dog?
If your dog needs a slow feeder to eat safely, yes you may bring a slow feeder. As of 8/1/24 a daily medication fee ($3/day) will apply for slow feeders. No breakable dishes will be accepted.