SCHEDULING
"Can I drop my pup off or pick them up rather than you coming to pick them up from my house?"
For the safety of the working dogs in our care and to adhere to the safety/privacy clause in the contracts we have with their handlers and companies, we do not publish our address on our website and do not allow clients to come in and out of our home. This also allows us to keep our day moving with the dogs without interruption so we can focus on activities and training. We provide roundtrip transportation for your dog's visit for no additional fee.
"Can I schedule a tour of your facility?"
We operate out of our home and are not a commercial facility. While we share our home with our canine visitors, we do not offer or schedule tours of our home for human clients. For the safety of the working dogs in our care and to adhere to the safety/privacy clause in the contracts we have with their handlers and companies, we do not publish our address on our website and do not allow clients to come in and out of our home. This also allows us to keep our day moving with the dogs without interruption so we can focus on activities and training. We provide roundtrip transportation for your dog's visit for no additional fee.
You can find a ton of information about our family and our home on the About Us page of our website. You'll also find pictures of our visitors and our home/yard on our IG.
"How far in advance should I schedule?"
Long story short, contact us as soon as you know you may need services with potential dates.
Full story, we operate out of our home and keep a full training schedule for both our clients and our personal dogs. This includes events and travel that may block out dates in our calendar for other services, such as boarding or daycare. We have a limited number of regular daycare spots (recurring weekly, same day/time every week) and a waiting list for those spots. We have random daycare openings that fill in whatever is left over and openings due to reschedules and cancellations. Daycare spots are limited because of this and we do tend to book in advance. We also have family obligations that may block out certain days in our calendar. If you have dates that you may need daycare or boarding, please contact us as soon as possible so we can check our calendar for you. The sooner the better. You can always secure dates you may possibly need and cancel at a later time if need be. We do not charge a cancellation fee unless we are at your door trying to pick up your pup as requested and you cancel on the spot or no-show.
"What are your hours?"
DAYCARE hours are Monday through Friday from 7:00 a.m. to 7:00 p.m. This means that our first pickup of the day is at 7:00 a.m. and the last drop-off of the day is at 7:00 p.m. We cover the entire Las Vegas Valley, from Centennial Hills to Henderson, and have one transport vehicle. I'm sure you can understand that we cannot be in Henderson and Centennial Hills at the same time. With that in mind, scheduling is first come, first served. When you request daycare for a date, we'll let you know the available pickup and drop-off time for your location on that date. If we say we are fully booked it is because we have the maximum amount of dogs scheduled for pick up and drop off on the date you are requesting. Again, it is nothing personal. We have one transport vehicle and only have so much room in it.
BOARDING pickups and drop-offs are scheduled Monday through Friday from 7:00 a.m. to 7:00 p.m. and some Sundays from 9:00 a.m. to 5:00 p.m. We cover the entire Las Vegas Valley, from Centennial Hills to Henderson, and have one transport vehicle. I'm sure you can understand that we cannot be in Henderson and Centennial Hills at the same time. With that in mind, scheduling is first come, first served. When you request boarding for a date, we'll let you know the available pickup and drop-off time for your location on that date. As long as we have availability, we'll offer you alternative pickup or drop-off days/times if your requested dates are not available. If we say we are fully booked it is because we have the maximum amount of dogs scheduled for boarding on one or more of the dates you are requesting or we have other obligations that make us unavailable for the dates you're needing. Again, it is nothing personal.
"I need after-hours or early morning care. Is that something you offer?"
If you're in need of care for your dog earlier than the time we are available to pick them up or later than the time we're available to return them home, you can request boarding instead of daycare. We have a large pack of our own, along with our boarding and training pups, and the early mornings and late evenings are dedicated to getting the day started for them and putting them to bed. We really do wish that we were able to help everyone with an extra hour or two here and there but having the 7a-7p hours we already do means our days begin 4:30a-5:00a and end at 10:30p-11p. In order to keep our sanity and prevent sleep deprivation from getting any worse than it already has, we are no longer making exceptions to our business hours.
"If I need to leave for work at 9:00 a.m., what time should I request my dog's pickup?"
Working with animals can be unpredictable and while we aim to get to everyone's pick-up on time, there are many times it's just not possible due to traffic, bathroom breaks, GI upset in the truck, and new visitors needing extra time and encouragement to get loaded. On an average day, there could be a 15-minute variance (early or late) due to traffic or unexpected delays during pickups or drop-offs scheduled prior to yours. You'll want to schedule your dog's pickup for a time that allows for a delay without it interrupting your schedule. An hour prior to the time you need to leave your home is what we'd suggest (when possible), just to be safe.
"Are you able to pick up or drop off my dog if no one is home?"
If the times we have available for pick up and drop off do not work for you because you have to leave earlier that morning or will be returning home later in the evening, we still may be able to help. A good number of our regular clients provide a spare key to their home or a door code. This allows them the freedom of doing things in their own time, without having to worry about pickup or drop-off times meshing with their schedules.
If your dog has already been with us before and is a returning visitor, providing a door code or a spare key may be a good solution for you. You'll still get texts to let you know when we're about 5 minutes away and also that your pup has returned home safely.
If your dog has never visited with us, we'll need to schedule a meet-n-greet, a standard daycare day, or an overnight stay with you present at home for pick-up before we're able to schedule one without you at home. This also gives us the opportunity to pick up your spare key or learn where your keypad and dog's crate are and go over how pick-ups and drop-offs go with you when you won't be home.
"Do you have days you are closed or not available?"
Daycare is not available over the weekend.
Boarding is available over the weekend but we do not have incoming or outgoing visitors on Saturdays. Our Saturdays are dedicated to advanced training for our own pack and this allows us to keep our focus on our dogs in training. Detection and protection training can go into the early morning hours.
We are scheduled to be closed on the 2nd Friday and Saturday of every month for deep cleaning and truck maintenance, as required for our insurance and licensing. Boarding is available during this time but we'll need to schedule your dog's pickup before our scheduled closure and drop off after we reopen.
We have family obligations that block out certain days in our calendar. If you are requesting daycare or boarding during one of these days, we will let you know.
We do not offer daycare on the holidays listed below. We offer a limited number of holiday boarding spots over these holidays but pickup will be scheduled prior to the holiday with drop off in the days after.
• New Year's Day
• Memorial Day
• Independence Day
• Halloween
• Thanksgiving
• Christmas Eve
• Christmas Day
• New Year's Eve
We are closed for two weeks every year (usually the first two weeks of February) for vacation. We are away from home, email, and our business phones during this time. We do not have daycare or boarding during our vacation and we make sure that all training clients have completed our program and are scheduled to return home before we close. All of our active clients will receive a text with our vacation dates before the end of each year.
"I left you a message. When can I expect a response?"
We respond to most text messages and emails between 8 am and 6 pm Monday through Friday, with the exception of the 2nd Friday and Saturday of every month when we are closed, holidays or an occasional closure due to family obligations.
SOCIAL MEDIA - If you send us a message on any social media platform, there's a good chance you won't get a response. We only get alerts from accounts we follow, we're not on social media often and when we are we rarely check messages. We have a social media managing app that sometimes marks messages as read even though we haven't seen them so just because it says your message was seen, doesn't mean it actually was. We also have a friend of the family who helps with social media monitoring who if happens to see your message, will ask you to text us directly. If you have a question or need to reach us for any reason, please send us a text instead.
SCHEDULING FORM - We receive all scheduling forms that are submitted as an email. We usually check our email once a day M-F, whether early in the morning before our day gets started or just before bed. If you've submitted a form through our website and are awaiting a response, you can expect to hear from us 24-48 hours after we have seen it, during normal business hours. We do not check our business email over the weekend or on days we are closed.
TEXT - Our text hours are Monday - Friday, 8:00 am to 5:30 pm and Sundays 9:00 am to 11:00 am. If you've sent a text during normal hours and didn't get a response back right away then chances are we are feeding, training, playing with, transporting or cleaning up after the dogs. We try to respond to all messages within 24 hours when possible (M-F), with the exception of dates we are closed, but sometimes it may take a bit longer. We'll get back to you as soon as we're able and appreciate your patience.
CALL/VOICEMAIL - If we can be completely honest with you... The amount of dogs we have in our care on any given day (plus we have a large pack of our own), makes it impossible to have the time to answer the phone when it randomly rings or to sit and have a phone conversation when it wasn't scheduled. It's best to text or email if you'd like a quicker response. However, if you need to speak with us by phone, please leave us a voicemail or text/email to request a call and we'll get back to you as soon as we're able. Return calls are usually made from the road during or after evening drop-offs. This means your phone call may come from one of our personal cells, rather than our business line, and could take days to get a response. We appreciate your patience.
We appreciate your patience in receiving a response to a message you've left us.
PREPARING FOR YOUR DOG'S VISIT
"What do I need to send with my dog?"
Dogs that are with us for daycare usually eat breakfast before pick up and dinner once they've returned home. If you need to send a meal with your dog to daycare, please let us know during pickup.
If your dog is boarding with us, please send enough food for your dog's entire visit plus a couple of extra meals in the event your dog's stay gets extended due to unforeseen circumstances. Flight delays, road closures, illness, and family emergencies have happened more times than you'd expect and while we have no problem feeding your dog whatever food we happen to have available, it can be pricey and can cause GI upset. We hope to keep your pup comfortable for their entire visit.
If your dog requires prescription medication or supplements with their food during their visit, make sure to send them in their original bottle/packaging with instructions.
Other than food and medication, we have everything that your dog will need. Personal items will be left at home.
We use slip leads exclusively while working with all dogs in our care. For the safety of the dogs and to adhere to insurance guidelines, personal items (collars, leashes, etc.) will not be used and will be left either at your home during pickup or in our truck until they are ready to go home.
We have a variety of insurance-approved toys, chews, and bedding for dogs during daycare and boarding with us.
Tracking devices and collars, such as Airtags/SmartTags/Tile/Fi, etc., are strictly prohibited to protect the privacy and safety of our clients. We have working dogs in our care 7 days a week and security contracts that prohibit the tracking to/from their residence and the location of their dogs. Sending a tracking device with your dog's things puts us in direct violation of our contracts and puts the privacy and safety of AOK9 clients in jeopardy. Should a tracking device be discovered in your pup's things once they are in our care, the device will be immediately disposed of and based on the nature of the discovery, could prevent AOK9 from offering services to you and your pup in the future. Should you send a tracking device with your dog that is not caught and left with you during pickup, you will be willfully surrendering the device for disposal. AOK9 is not responsible for the reimbursement or replacement of the tracking device.
"Are there things I should do or should avoid?"
Please make sure your dog has had a chance to go to the bathroom just prior to our arrival. Our pickup schedule is usually full so your dog may be with us in the truck for a bit before getting to our home.
To ensure your dog has a pleasant visit with us that is full of activity, please avoid giving them high-protein treats and new foods or treats in the 72 hrs prior to their visit with us. High protein treats and the introduction of new foods frequently result in diarrhea. Our license and insurance policy require us to separate dogs experiencing GI upset (diarrhea, vomiting, etc.) while in our care and restrict their interaction with other dogs. We're also required to limit activity, regardless of the suspected reason for the GI upset, in the chance that it could be illness-related. We’d rather have your dog visit us to enjoy playtime and activities rather than be separated, especially since most of the dogs coming to us are here for social interaction and play.
If your dog experiences multiple episodes of GI upset during their visit, we are required to transfer them to your emergency contact or preferred veterinarian for the safety of all of the dogs in our care.
"Will I get a reminder for services scheduled in advance?"
You'll get a reminder text the day before your dog's scheduled visit. If you need to cancel or reschedule you can text us at any time leading up to then or you can respond to your reminder text to let us know.
"Is there a cancellation fee if I need to cancel?"
We do not charge a cancellation fee if you book daycare or boarding and text to cancel prior to the pickup day or respond to your reminder text to cancel. However, if you cancel in response to the five-minute heads-up text of our arrival, we arrive and you cancel in person or we arrive and no one is home we do charge a $20 fee that will be added to your account and must be paid prior to scheduling additional services with us. Gas is pricey and additionally, canceling the day of prevents us from filling the spot with someone from our waitlist. It deprives another client of services they need and costs us money so the no-show fee is to help offset those costs.
"My dog has not been feeling well. Should I reschedule?"
Our license and insurance policy require us to separate dogs who are experiencing GI upset (diarrhea, vomiting, etc.) while in our care and restrict interaction with other dogs. We're also required to limit activity, regardless of the suspected reason for the GI upset, in the chance that it could be illness-related and transfer their care to your emergency contact or preferred veterinarian for multiple episodes. We’d rather have your dog visit us to enjoy playtime and activities rather than be separated, especially since most of the dogs coming to us are here for social interaction and play.
A guide that you can use when you receive your visit reminder text from us the day before your dog's visit...
• If your dog has been experiencing consistent vomiting or diarrhea for more than 24 hours without relief, please cancel your visit with us and consult your veterinarian.
• If your dog has experienced ANY vomiting or diarrhea in the 48 hours prior to the time you receive your reminder text from us, please skip or reschedule their daycare day (if possible) to ensure they've fully recovered and can handle a day of play and activities.
• If daycare or boarding is required during episodes of GI upset caused by a KNOWN food source, please respond to your reminder text to inform us of the issue and to let us know that you'll still need to send them so that we are properly prepared for their visit.
• If daycare or boarding is required during episodes of GI upset caused by an unknown source, please contact your veterinarian for boarding services. We are unable to care for your dog if you suspect an illness of any kind that results in diarrhea or vomiting. Please cancel your visit with us and consult your veterinarian for boarding assistance. Once your vet has cleared your dog, feel free to contact us for any additional dates that you may need services.
"Do I need to wait for you outside?"
You do not need to wait for us outside but you can if you'd like. We'll text you when we're about 5 minutes away. Please make sure that your dog has gone to the bathroom just before our arrival. Our pickup schedules are generally full, which means your dog could be with us in the truck for a bit.
"My dog gets car sick. Will you still pick them up?"
It's common for dogs to get car sick, especially if they're not used to being in a car or truck or if it makes them anxious. We have no problem picking them up for a visit but we ask that you do not feed them within the 2 hours prior to their scheduled pickup to reduce the chance of vomiting during the trip. Feeding them an early breakfast is what is preferred. If this means that they'll be skipping breakfast, you're welcome to send it with them and we'll be sure to feed them as soon as we get to the house. Please let us know at your dog's pickup that you've skipped their breakfast for this reason and that they'll need to eat once they get to the house.
"How and when do I pay?"
Whether you've scheduled daycare or boarding, payment is due prior to your dog's drop off back at home and can be made online through your account. Directions on sending a Zelle payment can be found in the payment section of your account as well. You'll receive the link to your account at the time of scheduling and then again with your reminder text. You can also pay cash in person at pick-up if cash is your preferred method of payment
Training deposits are due at the time of scheduling and your remaining balance is due when your dog's drop-off back at home is scheduled.
DURING YOUR DOG'S VISIT
"Do you have cameras so I can watch my dog?"
The services we offer are out of our home. We do not have live streaming cameras in our personal space. We do take pictures when we have the time to do so and will post them to IG when our schedule allows. Besides, you're sending your dog to us so that WE can watch them so you don't have to. You can always text to check in on them if you're worried or want an update and we'll get back to you as soon as we're able to.
"I really want my dog to swim while they're there. Can I request that?"
Swimming is sometimes available during the summer months but is never guaranteed. We do not allow the dogs to swim unattended so swimming occurs on days that we have the time in our schedule to get in the pool with them.
"I see you have off-leash hikes for some of the dogs. Can my dog go on these adventures too?"
Off-leash adventures are something we do regularly for dogs who have completed the off-leash portion of our board and train program. These dogs have excellent recall and obedience and have developed a trusting relationship with us so we are confident in having them off-leash in a large pack for some fun and well-deserved freedom. We only include dogs whom we have developed this relationship with and trust their off-leash behavior. If your dog has not completed our program, it will not be permitted to attend an off-leash hike, even if they've completed a program elsewhere. If you'd like to have an obedient dog with a trusting, off-leash relationship please visit our TRAINING PAGE to learn more about our training programs.
"My dog is fearful and shy when around other dogs and doesn't really interact with them. I've been told they need to be socialized. Can you help with that during daycare?"
If your dog is not showing any signs of aggression but is just withdrawn, fearful, or shy when around other dogs then we can work with them during daycare if we happen to have compatible dogs with us on that particular day. We regularly socialize shy pups to get them more comfortable in multi-dog environments and encourage them to play. This takes time and is not something you'll see a noticeable difference in within a few visits. But please know, that not all dogs want to be social. Some are more independent and focused on their humans. There's nothing wrong with that. They should be able to coexist in a space with other dogs without issue but that doesn't mean they need to play if they don't want to. We don't force dogs to interact if they clearly have no interest. You wouldn't want to be forced to play nice and share space with someone you clearly didn't want to, right?
Proper socialization to build confidence and reduce fearful behavior encompasses many things and is not limited to sharing a space with other dogs. This takes time and dedication and may be difficult for people who already have full schedules. If your dog is withdrawn and fearful, that's not something easily or quickly fixed with occasional daycare. However, we have a training program designed specifically for shy, fearful dogs that may help. Please visit our TRAINING PAGE for more information.
"My dog has shown aggression towards other dogs and I've been told they need to be socialized. Can you help with that during daycare?"
There are many reasons a dog will become reactive to others and the main concern should be figuring out the cause. You can't fix an issue without knowing what the root of the problem is and behavior doesn't just rectify itself without intervention. If your dog shows aggression towards others while in our care, we cannot socialize your dog during daycare. They will get lots of human interaction, exercise, and activity with the family while they're with us but playtime with other dogs while in our care will be put on hold until they've completed a training program to rectify the problem. We'd be happy to discuss training options with you. Visit our TRAINING PAGE for more information.
"Will I get updates during my dog's visit?"
DAYCARE - We generally don't send out text updates during daycare since they're only with us for a short time and dogs are usually coming to us because their humans are busy taking care of human-related things. If our schedule allows, we will take pictures of playtime and activities and post them on Instagram. We don't always have the time or ability to do this so we can't guarantee posts on your specific day. If something important happens while your dog is with us, such as they become ill or achieve a major goal you've been working towards, we'll definitely reach out to let you know.
BOARDING - You're welcome to text at any time to check in and see how they're doing. If our schedule allows while your pup is with us, we will take pictures of playtime and activities and post them to our Instagram.
TRAINING - You'll receive a weekly update on how your dog is doing and what we're currently working on. You're welcome to text at any time to check in and see how they're doing.
"There haven't been any pictures posted during my dog's visit. Can I get a picture please?"
We understand you miss your dog and we're thankful you chose us for their visit. While we aim to get cute photos when possible, our training schedule and other business/personal schedules don't always allow the time for pictures and posting. If there is time for taking pictures, they will be captured and posted. If we aren't posting pictures on a particular day or in a particular week, it's because our schedule or other unexpected things don't allow the time to capture them. Our focus and priority are interacting with and caring for the dogs in our care. Pictures and social media come second when there's time. We promise to take them and post them when we're able.
TRAINING
"What kind of training do you offer?"
We offer puppy, basic obedience, advanced obedience, and special skill training. We also offer a training program dedicated entirely to confidence building and socialization. Each of our training programs starts with an in-home visit, so we can meet your dog and discuss your training concerns and goals with you. Every dog is unique, as are their needs. While our programs are designed to conquer all training needs, the training within the program is unique to the dog being trained.
Our training programs cover everything from leash manners and learning basic commands to reactivity and other behavioral needs.
If your dog has special needs or your family has special circumstances and you'd like a call to discuss them prior to scheduling an in-home visit, just reach out to let us know and we'll schedule a call with you.
"Is there a type of training you don't do or can't help me with?"
We do not offer service dog, sporting, or competition training at this time.
"What breeds do you train?"
We train all breeds. Our training clients have ranged from a 5 lb Chihuahua who was not a fan of her new pack mate to Cane Corsos and Dogo Argentinos with reactivity to people and other dogs. The breed of your dog is not a concern to us and neither is whether they have been fixed or are still intact. What does matter to us is whether our style of training is a good fit for you and your dog and that is what our in-home consultation is designed to find out.
"What is the difference between your session training and your board and train programs?"
Do you want to be taught how to train your dog? Or would you prefer to have us train your dog and then teach you how to handle/work with them? That is the biggest difference between the two and the simplest explanation. The type of training we'd recommend is dependent on quite a few factors and is something we go over during the in-home consultation.
With session training, one-hour weekly or bi-weekly sessions are scheduled to train you how to train your dog. This is perfect for people who have the time to work with their dogs daily but just need guidance on how to accomplish goals. This is a great program for dogs who only need to work on the basics or in a problem area. Dogs who are successful in session training are very responsive to their owners, confident, and eager to please.
With board and train, we train your dog in our home and then let them show you their new set of skills when they've completed the program. This program is recommended for dogs who need more in-depth training, whose owners don't have the time to dedicate to training themselves, dogs who aren't responsive to their owner's attempts at training, dogs lacking confidence and socialization, and dogs with behavioral and social issues.
"How long does your board and train program take?"
There are four stages to a basic obedience board and train program that most dogs naturally pass through. Dogs that start confident and ready to learn naturally take about one week to pass through each stage. This is why experts agree that a four-week board and train program, regardless of the trainer, is the best starting point and estimate for ensuring the average dog’s success. Our board and train program was designed with the four weeks and four stages in mind.
There are things that affect the time it takes a dog to pass through each stage. Some are confident and eager to learn so they move quickly and finish the program early. Others lack socialization, are fearful, are a naturally stubborn breed or have reactivity issues that can make the program take longer for them. Most of our training clients return home in the 4-6 week time frame. Regardless of the time your dog is in our program, our pricing stays the same. There are no hidden or additional fees if we discover a problem area or if your dog is struggling a bit and needs a little extra help.
Every dog is unique as is their training journey.
"Do you take payments or offer payment plans?"
Session training fees are charged per session and are due the evening before your scheduled session. Your payment confirms your appointment for the following day.
All board and train programs require a deposit to schedule a pickup date. The remaining balance is due the evening before your dog's scheduled return home. You can make payments to your account in any amount at any time leading up to the day that it is due, which gives you the flexibility of developing your own payment plan. If you'd prefer we auto-draft a specific amount on specific dates, we can set up an autopay payment plan for you. Just let us know. Regardless of the pay plan method you decide, your account's balance is due in full prior to your dog's return home. This prevents the issue of nonpayment and the potential for theft of services. Our priority is to help dogs and their families and our training clients receive assistance from us for the life of their dog so our goal is to maintain a positive relationship without the stress of failed promises to pay. With that in mind, many of our clients schedule their dog's training pickup a couple of months in advance so that they have more time to make payments to their account.