FAQ: Policies & Processes

We offer online reservations for our boarding, day camp, and grooming services. You can do this through our convenient Mobile App or through our Reservations Site.

We offer tours of all of our centers. If you are interested in learning more about the tours and setting one up, visit our Book a Tour page and fill out the form to request a time and day that works for you.

You can reach our Best Friends locations directly by phone, email or through our online Contact Us form. Once you Find a Location near you, all of the contact information is listed on that location’s site. If your question isn’t urgent, then fill out our Contact Us form and our staff members will get back to you within 48 hours.

All of our up-to-date requirements are held on our Vaccines & Health Requirements page on our site. It provides information on the vaccination requirements for pets boarding and playing with us. If your pet has special medical needs, be sure to read our Medical Condition and Medication List to ensure we can meet their needs while in our care.

Since our boarding rooms and suites fill up fast, we have set a cancellation policy for those who are reserved to board with us.

We require a cancellation within 48 hours of your boarding reservation in order to return your full deposit.

For our day camp Canine Crew membership program, we require 30 day notice to cancel for the upcoming month.

For grooming, we would appreciate as much heads up as possible so we may accommodate other pet parents.

All Associates are fully trained in proper animal handling techniques. We provide hands-on training for any emergencies that associates may encounter. In addition, each location has specific emergency management plans and a property evacuation plan.

Our centers are monitored with emergency response systems for heating, cooling, smoke, fire and security 24-hours a day. We do not have staff members on site overnight, except at our Walt Disney World location. Our team members are on site in the early morning to feed, walk, check on and do activities with the pets every day, (regardless of published customer-facing Center hours) and do not leave until after all of the pets have been fed, and let out for their evening activities. For the dogs to have a restful, relaxing stay, it’s critical that they are not disturbed overnight, and the presence of a staff member keeps the dogs awake and the dogs feeling more stressed as they are very sensitive to even the slightest noise.

Each of our pet care centers has a relationship with a highly reputable, local veterinary for emergency care. In the event of an true emergency, we will bring your pet to the closest high quality vet that we have a relationship with, otherwise we will do our best to bring your pet to your own vet on file with us if the matter is not urgent.

Every Best Friends facility has 24-hour, on-call veterinary support. We maintain relationships with several veterinary hospitals near each center so that we are always assured of emergency veterinary care whenever it is required.