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 visit this link to create an account with us: Sign up
You can also download the app 'Gingr for Pet Parents' on your phone through your App Store and sign in with the same credentials. You must use the code 264800 to access our client portal. If you have a Gingr account with another facility you will need to have our code to access our facility specifically. If you are using the weblink you do not need our facility code.
How do I request boarding or daycare?
You can log in to your Gingr portal and click book!
Then click on your dog's photo
Then click on 'start booking'
From the 'booking category' section select 'reservations'
Then select which reservation type you would like to book with us
Select your date(s)
Choose your drop off and pick up times
Click 'services >' at the bottom right
If you would like services you can choose them here, if not, click 'notes >' at the bottom right, read the message that pops up, then click either 'add services' to go back and add services or 'continue' to continue with your booking without services.
Then write any notes (you do not need to fill this portion out if you have no specific things you need us to know) you would like us to know about this specific booking.
Click 'Review >' at the bottom right
Review your estimate for the booking and then click 'submit request >' at the bottom right
You should see a green success message at the bottom of your screen and you can read our deposit policy that pops up if you are booking a boarding reservation. When you are finished reviewing the deposit policy you can click the X at the top right.
If you are booking a boarding reservation you will need to pay your deposit before it will be approved. You can click 'view bookings and deposits' at the top of the screen and then click 'deposits' to find your paid and unpaid deposits
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DAYCARE PLEASE NOTE:
if you are requesting multiple days of daycare in the same request, when you select the dates you need you will see a 'success' message at the bottom of the screen, but your daycare dates have not been requested yet. You must go through the services and notes screens and click the 'submit' button at the end to actually submit your dates.
To check if you have requested all needed dates please go back to the 'book' page of the portal to see all dates you have requested and their status (pending acceptance, confirmed, waitlist). If you do not see it, it has not been submitted to us.
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How should I bring my dog's food?
We do NOT accept large bags of food.
If your dog is staying less than 2 weeks it needs to be portioned out into individual baggies/ziplocks per meal.
If your dog is staying 2 weeks or longer you may bring your dog's dry kibble in a hard plastic or metal, airtight, locking storage container. If you are unsure what this might look like please email us at thebrowndogcc@gmail.com and we can give you some examples.
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-Friday) 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: 9am-11am only
Monday-Friday: 8-10am and 4-6pm
Saturday: 9am-11am only
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. You can also 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 daycare to your dog's boarding reservation and your dog has previously passed a daycare trial day.
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.
If you are a first time client you will not be able to make a reservation through the portal. Please email thebrowndogcc@gmail.com to book your first reservation.
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. We cannot accommodate tours during our normal office hours.
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.
If my dog eats wet food do I have to bag it per meal like dry kibble?
No. You do not need to portion out each meal of wet food for your dog. You can bring the can of wet food and just give us instructions on how much wet food they eat per meal and we can scoop out what they need and store the can in the fridge between feedings.
If your dog eats fresh or raw food this should be portioned out per meal if possible.