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FAQS

You’ve Got Questions. We’ve Got Answers.

 

HOW CAN I CHECK ON MY PET DURING THEIR STAY?

We regularly publish pictures and videos to our Facebook page: http://facebook.com/coolwag and other social media sites.  You are welcome to text us or email us or even call us if you are a worrisome Dog Mom or Dog Dad!  No need to stress.  We know how it feels because when we go on vacation and have our pups in the hotel, we need to keep informed as well! For our contact info click here.

MY PET HAS A SPECIAL DIET. CAN THEIR NEEDS BE ACCOMMODATED?

Yes! We have trained staff and a safe and proven process for mixing food, re-hydrating dehydrated food, administering medicines and helping your pup to eat, which can be difficult when they are away from home. We have refrigeration available as well as a freezer. Instead of adding canned food or other "foreign" ingredients to your pet's food to entice, we try them on Kefir which is a wonderful probiotic that they love!

Please bring just enough food for their stay plus an extra night just in case you are detained. Any extra food will be donated to the Helping Hands food pantry to help keep animals with their families during difficult times.

WHAT DO YOU SUPPLY FOR OVERNIGHT BOARDING?

Dogs get a sleeping den or space on the couch with a human, a raised bed, Temperature controlled space, lots of time outside to exercise and play with their friends, nap time with a stuffed kong, access to fresh water, and breakfast and dinner (puppies are fed more frequently). Enrichment activities are also available such as swimming, puzzle games, etc.

Cats get a three-tiered cat condo with glass doors, Temperature controlled space, a toy or two, a food and water bowl and lots of attention and petting (if that's what they want). Please bring their litter pan with clean litter, their food, and extra litter.

WHAT IF MY DOG DOESN'T LIKE TO PLAY WITH OTHER DOGS?

As long as your dog doesn't lunge to try to get to other dogs, we are able to accommodate them. We will give them lots of human time and instead of group play, they will get puzzle time and enrichments such as scent work or fetch... we will figure out what they like and take it from there!

WILL MY LITTLE SHIH TZU BE PLAYING WITH GREAT DANES?

No! Although some large and small dogs get along well and love being with each other, it isn't safe in group play. We separate dogs by size, temperament and age (puppies and elders). We typically have at least one of each of the following: large dog (bigs), medium dog (middies), small dog (littles) and tiny dog (tiny tots). We also have an elder group and a puppy group.  
When we need to have multiple groups, we create them based on their play style and their friendships.

WHAT IS COOLWAG'S WEATHER POLICY?  WHAT DO YOU DO WHEN IT GETS HOT IN THE SUMMER OR COLD IN THE WINTER?

The quick answer is play in the pools in Summer and play in the snow in the Winter.  Coolwag has a full heating and cooling HVAC system for the dogs.  For the details, please visit  https://www.coolwag.com/blog

WHAT DO THEY DO DURING DAYCARE?

Most dogs love playing with other dogs. During daycare they will enjoy a few group play sessions. If they are going to be there for a full day, they will also get to enjoy a nap or two with a stuffed kong. The naps are very important to give their muscles and minds a break from the excitement of playing with friends. They can also enjoy enrichments such as puzzle games and other scent work games, sport such as dock diving, swimming, fetch, lure chase, agility and barn hunt. We will be coming up with fun things for them to do all year, read about what the month's special is when you drop off your pup!

SPECIAL COLLARS AND A WINDSHIELD TAG?

So.. CoolWag was started by dog lovers... but Eric and Heather had jobs before they started CoolWag and those jobs were in technology. CoolWag is introducing a revolutionary way to manage guests coming and going which will help us with the following:

    * Our handler/trainers know your dog's name, even if they are new.

    * Our lobby staff and managers know that they are giving your the right dog!! (Have you ever seen ten German Shepherd Dogs sitting next to each other?)

    * CoolWag can be quicker to retrieve your dog when your use our VIP service.

    * When there is an issue, it will be easier for us to analyze the circumstances to determine the cause. 

We hope you are as excited about our RFID system as you are. As with our other systems that we have been using since we opened in 2015, We will not sell or distribute your data and we will not spam you.

CAN I SEE MY DOG ON A CAMERA?

While CoolWag has more than 50 cameras in use for operations and monitoring our guests play, we do not make them available over the Internet; however, we do have the play yards streaming into the lobby on monitors.

Also, so that you can stay informed while you are away, we post pictures and videos of the dogs to Facebook and try to get everyone in the shots. Occasionally we will have a shy pup or one who is slowly acclimating; but let us know and we will give them extra attention with the lense the next time they are here.

HOW DO YOU INTRODUCE A NEW DOG TO THE PACK?

At their own pace. We work hard to make sure each dog gets to know their friends at their pace. We have some dogs that run into a yard of 10 dogs with ease. We have some dogs that take an hour. We have had a few that have taken a week. This is very important. We know that if a dog has a bad experience it may be very difficult for them to recover from it. We do our best to give them the best experience with everything that we do; whether that's with other dogs or people or sounds or smells. Some sensitive pups just need time, and we won't rush them. It's not worth it!

DO YOU TRAIN DOGS?

Yes! We love to train dogs. We love to train dogs and humans, too!!!  Seriously, there is nothing more fun than figuring out the right approach to helping a dog and their human solve a problem; whether behavioral/manners, fear, tricks, or any roadblock that seems to be in the way. Not all dogs will be able to do all things, but with patience, understanding, technique and experience, we should be able to get a plan together and help put it into action.

HOW DO I GET MY DOG INTO DOCK DIVING OR ANOTHER SPORT?

If you go to the training page, you can sign up for an initial session. That session will include an introductory lesson for you and your dog as well as practice time in the yard (pool, barn hunt, agility, etc.).

WHY ARE THERE TWO DIFFERENT SIGN-UP SITES?

We have two different technology platforms and the reason is that both of them have limitations.. so, in order to make things easy for you and manageable for us, we have to use two. 

1. PetExec is the system that we use to manage activities that we manage (daycare, hotel stays, enrichments, spa sessions, play & train, board & train)

2. Acuity Scheduling is the system that we use to allow you to schedule and pay for services that you will manage (group training, Individual training, dock and yard rentals, event fees, etc.)

So think of it this way: if you are there, it's Acuity. If you aren't, it's PetExec and they both have their own websites and phone apps!

DOES "LOCALLY OWNED AND OPERATED" REALLY MATTER?

Well we think it's pretty special and CoolWag is the only pet facility in Bentonville or Rogers that can boast that claim! Heather went to Rogers High School. Eric and Heather met in New Jersey but family and a better way of life brought them back to NorthWest Arkansas. The family lives in Bentonville, the kids work in the business and attend school here.


CoolWag's mission is to serve the community, not just the pets but the people, too. We strive for perfection in all that we do and customer satisfaction is our number one goal... both for our humans and pet clients!

WHAT HAPPEN IF MY DOG IS IN HEAT?

Unfortunately, we do not accept female dogs in Heat.  It causes behavioral changes with the others dogs.  It's like a Full Moon!  However, sometimes their cycle happens while they are here. We need to remove them from the facility, so we have two options; 1. For an additional fee, they can stay at one of our offsite locations or 2. You can pick up your doggy.