Frequently Asked Questions
Find the answer to some of the most common questions our customers have.
Lobby Hours & Checkout Times
What are the lobby hours?
- Monday through Friday - 7:00am to 7:00pm
- Saturday & Sunday - 8:00am to 4:00pm
While our lobby is closed outside of these hours, please rest assured that our dedicated staff are on-site 24/7 to care for your dog, including during holidays.
What are lodging check in/out times?
Our designated check-in and checkout times ensure each dog has a smooth transition and ample care.
Weekday (Monday – Friday) Check-In and Checkout Times
- Pick-Up: 7:00 am - 10:00 am
- Dogs picked up after 10:00 am will incur a $25 late departure fee.
- Drop-Off: 3:00 pm - 5:30 pm
- Dogs dropped off before 3:00 pm will incur a $25 early arrival fee.
- Dogs dropped off after 5:30 pm will incur a $25 late arrival fee.
Weekend (Saturday & Sunday) Check-In and Checkout Times
- Pick-Up: 8:00 am - 10:00 am
- Dogs picked up after 10:00 am will incur a $25 late departure fee.
- Drop-Off: 2:00 pm - 4:00 pm
- Dogs dropped off before 2:00 pm will incur a $25 early arrival fee.
What are the holiday hours?
- New Year’s Eve (Open for lodging pick up and drop off from 8am to 12pm)
- New Year’s Day
- Easter Sunday
- Memorial Day
- July 4th
- Labor day
- Thanksgiving day
- Friday after Thanksgiving (Open for lodging pick up and drop off from 1pm to 3pm)
- Christmas Eve (Open for lodging pick up and drop off from 8am to 12pm)
- Christmas Day
Can I Tour BARK U?
Yes! We love having the opportunity to show you where your dog will be staying and enjoying their time. We know that seeing our facility in person provides clients with reassurance, and once you experience it for yourself, you’ll be hooked!
You can click here to learn more about scheduled tours or arrange one through your Customer Portal. Additionally, we also offer walk-in tours during the week. For walk-in tour times, please call our office.
Deposits & Fees
Lodging and Daycare
Deposits: A full deposit will be charged to the card on file upon confirmation of your Lodging or Daycare request. Should you need to cancel within the designated cancellation window, your deposit will be refunded to the same card.
Please note that there is a 3% processing fee applied to all credit card transactions. Early and late fees apply for arrivals and departures outside of the designated times. Additionally, fees for lodging reservation add-ons, such as desserts and enrichment activities, are either included or additional depending on your suite selection.
Training Programs
Deposits: The total training deposit will be processed on the card on file once your training request is confirmed. Please note that cancellations are only permitted within 48 hours of booking your training reservation.
Please note that there is a 3% processing fee applied to all credit card transactions.
Grooming
Deposits: A $35 deposit will be charged to the card on file upon confirmation of your grooming request. This amount will be applied towards your total cost. The final price for your dog’s spa service will be established by the Stylist during the appointment, taking into account the condition of your dog’s coat and the desired style. Please note that the price listed on your invoice serves as an estimate. Our spa services include nail trimming, brushing, and ear cleaning, with additional services such as gland expression and teeth brushing available at an extra cost. If you need to cancel within the specified cancellation window, your deposit will be promptly refunded to the same card.
Please note that there is a 3% processing fee applied to all credit card transactions.
Health & Safety
What if my dog gets ill or injured?
In the event of an illness or injury, our highly trained staff will promptly assess the situation to determine the best course of action. You will be contacted immediately to keep you informed. Depending on the severity of the situation, we will either rush your pet to the nearest veterinarian or, in non-emergency cases, transport them to their regular vet. We maintain strong relationships with local veterinarians, and our top priority is always the well-being of your pet.
Do you administer medication?
Yes, medication is administered by our on-site manager-level staff. During check-in, we will review your medication instructions with you, and have you sign a medication instruction form to ensure everything is accurate.
All medication, supplements, and vitamins must be provided in their original containers, clearly labeled with the pet’s name, medication name, strength, dosage, and the prescribing veterinarian’s information, if applicable. Please refrain from bringing any medication, supplements, or vitamins that are already mixed with your pet’s food. If any medication is premixed, we will need to remove it and log it separately.
Please be aware that there are additional fees for medication administration, which are $5 per day for basic medications or $10 per day for more complex administration, including supplements, vitamins, or additives like Fortiflora.
Additionally, please note that we are unable to accept dogs that require insulin injections.
Do you have a flea/tick policy?
Yes. We kindly ask that all pet parents ensure their pets are on preventative treatments or check them for fleas and ticks before bringing them to play or stay. If fleas are discovered, we will administer a flea treatment and provide a flea bath. In the case of ticks, we will safely remove them. Additional charges will apply for these services.
Are there staff members with my dog overnight?
Absolutely! At BARK U, we prioritize the safety and well-being of every dog in our care. Our facility is staffed 24/7, ensuring that there are always trained professionals present to attend to your dog’s needs. During overnight hours, we maintain a minimum of three staff members on-site to provide vigilant supervision. Additionally, our facility is equipped with comprehensive security systems and alarms, all monitored by trusted third-party services for your peace of mind.
Other Notes
*Medication are only administration by Managers and additional fees apply.
We do not accept dogs that require insulin injections.
Policies
What if I need to cancel or change my reservation for lodging?
We understand that life can be unpredictable, and schedules may change, which is why we strive to accommodate your needs. To be eligible for a refund, we kindly ask that any cancellations or changes be made at least one week prior to your dog’s scheduled arrival.
For added peace of mind, we offer a Trip Protection Plan. This flexible option allows you to cancel or modify your reservation at any time prior to check-in, ensuring you receive a full refund for any reason.
What if I need to cancel or change my reservation for daycare?
We understand that plans can change unexpectedly. However, due to our limited availability, same-day cancellations and no-shows will incur a charge for the day. If you notify us by 6 PM the day before your scheduled daycare, we will be happy to provide a full refund to the card on file.
Daycare
Do I need to bring anything?
If your dog is under 6 months old, you may pack lunch for them. For older dogs, we don’t serve lunch, but you can purchase delicious snacks like stuffed Kongs or marrow bones for some extra enjoyment.
If the weather is chilly, you don’t need to worry about jackets; we closely monitor the comfort of all our guests. If we notice any dog feeling cold, we’ll promptly bring them into our climate-controlled indoor play space to keep them cozy.
There’s no need to bring bowls, toys, or any other items—we have plenty of those for the dogs to enjoy throughout the day!
Do I need to book daycare in advance?
While we do not require advance bookings, we highly recommend calling ahead to secure a spot for your dog. We genuinely enjoy seeing your dog and wouldn’t want to miss out on the chance for them to play and socialize with us! Our daycare can occasionally fill up quickly, and without a reservation, we may have to turn away those who arrive without prior arrangements.
Additionally, our daycare with bus service often has a waitlist, so it’s best to book well in advance to ensure your dog doesn’t miss out on the fun!
Why do you need to assess my dog?
We require assessments for all dogs that come to our facility—except for those under 5 months old. These assessments are conducted by a Certified Professional Trainer, giving us the chance to meet you and your dog, answer any questions, and ensure we understand all the expectations and needs you have for your pup.
This process is all about making sure your dog has a blast with us! Whether it’s snuggle time, extra one-on-one ball play, or any other activities they love, we want to tailor their experience to be as enjoyable as possible. Plus, it helps us determine if our facility is the perfect fit for your dog’s personality and energy!
What is the difference between Signature Daycare and Enrichment Daycare?
Our Enrichment Daycare is all about giving your dog some extra special attention! In this program, your pup enjoys one-on-one time with our Enrichment Specialists, who guide them through a variety of engaging mental and physical activities. Nose work puzzles, mentally stimulating toy play, and dedicated athletic yard fun—it’s a jam-packed adventure for your dog!
On the other hand, our Signature Daycare focuses on group play and socialization, allowing your dog to romp and play with their pals throughout the day. While it’s a fantastic option for social dogs, it doesn’t include the extra activities that make Enrichment Daycare so unique.
Whichever option you choose, your dog is sure to have a tail-wagging good time!
Would Enrichment be beneficial for my dog?
Absolutely! Enrichment and mental activities are fantastic ways to keep boredom at bay and help prevent behavioral issues like excessive chewing, barking, or counter surfing. With our Enrichment program, your dog will enjoy personalized sessions that not only provide enhanced hands-on care but also strengthen the special bond you share with your dog.
Enrichment is especially ideal for:
- Highly intelligent dogs who thrive on extra mental stimulation.
- Adult dogs that are new to socialization but are eager to interact with canine pals.
- High-drive dogs that need a mix of mental challenges and physical activities to keep them happy and engaged.
- Shy dogs who prefer the warmth of human interaction over playing with other dogs.
- Adult dogs that may have limited tolerance for large groups but still want to socialize and have a blast!
Investing in Enrichment can enhance your dog’s experience, curb troublesome behaviors at home, and ensure they are having a fantastic time while they’re with us!
Lodging
What are the prerequisites to board my dog at BARK U?
Along with all the proper vaccinations, we require assessments for all dogs that come to our facility—except for those under 5 months old. These assessments are conducted by a Certified Professional Trainer, giving us the opportunity to meet you and your dog, answer any questions, and ensure we fully understand all the expectations and needs you have for your pup.
This process is all about making sure your dog has the best experience while staying with us! Whether it’s cozy cuddle time, exciting play sessions, or any other activities they enjoy, we want to tailor their lodging experience to be as delightful as possible. Plus, it helps us determine if our lodging facility is the perfect fit for your dog’s unique personality and energy!
What is included in the price for lodging?
All lodging bookings include our Signature Daycare – all day group play! Additional amenities and inclusions vary by room. Add-ons such as grooming, desserts, and enrichment activities are an additional fee.
- Early check-in fee ($25) is applied for dogs arriving before 3:00pm the first day of lodging.
- Late check-in fee ($25) is applied for dogs who depart after 10:00am on their last day.
- Early/late check in fees DO NOT apply for Penthouse bookings.
- Learn more about our Lodging suites and amenities
What should I pack for my dog’s overnight stay?
- For our Cozy and Premium lodging guests: Feel free to bring 1 cuddle item to make their stay cozier. If your dog is staying in our luxurious Penthouse, they can bring unlimited cuddle items! Don’t forget to review our approved Cuddle Items list for the best options.
- Meals and treats from home should be packed in pre-portioned bags for easy feeding (reusable bags are welcome, and we’ll return them after your pet’s stay!). If you’re bringing wet food, you do not have to pre-portion it. Just remember, large containers or bags with multiple meals won’t be accepted. If the food isn’t portioned correctly, we’ll apply a bagging fee as our team will need to portion it for accuracy and proper distribution.
- Please bring medication in its original container properly labeled. Do NOT put supplements or powders in pre-portioned meal bags. These will be taken out and will be store separately away from the food.
What if my dog cannot socialize with other dogs or only enjoys a few dogs?
While we conduct a thorough assessment of your dog during the initial enrollment, behaviors can change as dogs mature, which may necessitate a reassessment of their placement in daycare or group play. If, during your dog’s stay, our trainers determine that their behavior is not suitable for a positive group play environment, your dog may be transitioned to either Selective Group Play or Private Care. This ensures that your dog can enjoy their time at BARK U in a setting that aligns with their temperament and needs. Please note that these accommodations may incur an additional fee due to the labor-intensive nature of supervised play and care.
Will my dog be in a crate all day?
We play all day at BARK U! Your dog will only be in their designated sleeping area for mealtimes and bedtime. All day group play (Signature Daycare) is included for all guests, with supervision from our trained and certified staff. Signature Daycare also includes access to our pop up events and seasonal parties throughout the year. During the summer months, the Water Park is available for all dogs to use. Premium and Penthouse guests enjoy the BARK U Water Park free of charge.
Your dog will always be crate-free during playtime hours!
What is a Cuddle Item?
A Cuddle Item provides additional familiarity and security to dogs while staying in our lodging accommodations in order to maximize comfort.
Acceptable Items:
- Towel/blanket (no larger than a beach towel)
- Tee shirt
- Sweatshirt (no strings)
- Small pillow/crate mat
Unacceptable items include:
- Stuffed toys or pre-chewed items
- Underwear
- Shoes/socks
- Dog beds
Are Cuddle Items required?
No, Cuddle Items are not required. They are offered as an additional ‘home away from home’ option when your dog stays with us for lodging services.
Cuddle Items are not recommended for dogs with a history of ingesting inedible items and/or destructive behavior. If your dog destroys their Cuddle Item, we will remove it from their suite for healthy and safety purposes.
Why are there limitations on Cuddle Items for certain lodging suites?
Dogs and their Cuddle Items are monitored by staff throughout the night to ensure that dogs do not destroy their items, in turn creating potential health and safety concerns.
Therefore, only Penthouse guests may have unlimited Cuddle Items. This ensures staff to not have to “over monitor” multiple items in every suite.
Penthouse guests receive exclusive benefits and perks when lodging at BARK U. In addition to unlimited Cuddle Items, Penthouse guests have additional Cuddle perks, such as permission to bring toys as Cuddle Items.
Temperament Assessments
How long does the assessment take?
The assessment typically lasts about 30 minutes. During this time, we will discuss your dog and your specific needs from BARK U, whether it’s daycare, lodging, or any other services we offer. Following the assessment, we will provide you with detailed feedback on how your dog performed and discuss the best services and options tailored to keep your dog’s tails wagging!
While your dog is undergoing their assessment, we invite you to take a tour of our facility. This is a great opportunity for you to see firsthand the wonderful environment that awaits your dog and to discover why it will be their new happy place.
What if my dog does not do well with other dogs?
While many dogs thrive in the stimulating and social environment of group play, some may feel uncomfortable or prefer not to engage with other dogs. If your dog does not enjoy the company of their peers, we offer Private Care and individualized play sessions and care at a higher rate.
Before transitioning to Private Care, we will need to assess your dog’s comfort level in our environment and with our handlers. During your dog’s assessment, our trainer will discuss these options with you to ensure the best fit for your dog.
In Private Care, your dog will enjoy their own spacious 25 ft by 25 ft yard, providing ample room to play and explore. They will also be assigned a dedicated handler who will offer one-on-one interaction, ensuring that your dog’s physical and mental needs are met throughout the day. This tailored experience allows your dog to receive the attention and care they deserve and require while keeping them safe, happy, and engaged.
What happens if my dog "fails" the assessment?
Not every dog thrives in a group play environment or is comfortable sleeping away from home. If your dog does not adapt well during the assessment, we will have a detailed discussion about their experience and explore steps you can take to help them feel more at ease in these situations.
Additionally, we may suggest alternative play and care options, such as Private Care, if we believe it is in the best interest of your dog. Our goal is to ensure that your dog receives the appropriate level of care and attention while keeping their comfort and well-being our top priority.
Is the assessment deposit refundable?
The fee for the Temperament Assessment is non-refundable, regardless of the outcome of the assessment. This policy ensures that we can maintain our commitment to providing quality assessments for all our clients. Please note that refunds are not issued for same-day cancellations or no-call/no-shows. You must cancel the day before in order to receive a refund.
Additionally, the fee for the assessment does not apply toward your dog’s first day of daycare. If you choose to have your dog stay and play on the same day as the assessment, you will still be responsible for the daycare fees including any add-ons such as lunch snacks or enrichment.
Puppy Start Right Program
When can my puppy start the program?
The perfect time to begin your puppy’s journey with us is between 10 to 14 weeks old. This age range allows us to make the most of their critical socialization period, helping them grow into well-adjusted and happy pups. We also recommend that your puppy has been living in your home for at least 1 week before starting the program. This way, they can settle in and feel comfortable before diving into all the fun and learning ahead!
What if I want to enroll my puppy in the Start Right Program but he/she does not have all of their shots?
No need to worry! Puppies aren’t required to receive their rabies vaccination until they’re 4 months old, so they can still join our Start Right Program. We do ask that your puppy is as up-to-date as possible on other vaccinations to ensure a safe and healthy environment for all dogs. We’re excited to help your puppy get started on their journey, even if they’re still completing their vaccination schedule!
Will my puppy be given potty breaks while there?
Absolutely! Potty breaks are built into the schedule throughout the day to help reinforce potty training. Your puppy will have plenty of opportunities to take care of business while enjoying their time with us!
Do I attend the program with the puppy?
Nope! You won’t attend the program with your puppy. Instead, you’ll drop off your dog in the morning and pick up a happy, well-socialized pup at the end of the day! Throughout the program, we’ll keep you in the loop with weekly report cards, adorable photos, and fun videos, so you can track your puppy’s progress and reinforce all those positive behaviors at home. We can’t wait to see your pup thrive!
Are there any prerequisites for the Puppy Start Right Program?
Nope! Your puppy can join the fun as early as 10 weeks old, and there’s no need for any prior training. We’re thrilled to welcome them on board right from the start! Our goal is to equip you with clear and concise information to help you raise your puppy the right way, setting them off on the right paw!
Manners & More Training
What kind of dogs are most appropriate for Manners & More?
Manners & More is perfect for Puppy Start Right Program graduates, as well as dogs who may not be puppies anymore but are eager to learn. This program is especially beneficial for clients with adolescent dogs looking to improve their manners at home.
Adolescence can be a challenging time for dogs as they navigate the transition from puppyhood to adulthood. Our Manners & More training helps them develop better behaviors, ensuring they grow into well-mannered companions. Whether your pup needs a little extra guidance or you want to teach them some new tricks, this program is a fantastic opportunity to strengthen your bond and enhance their training!
Are there any prerequisites for Manners & More?
We recommend that your dog completes our Puppy Start Right Program before enrolling in Manners & More, although it is not mandatory. For dogs over 5 months old, an assessment is required prior to enrollment, as group play and socialization are essential elements of the program.
What is the schedule like for the Manners & More Training?
Your dog will enjoy a well-structured schedule that includes playtime with a variety of dogs to encourage socialization, helping to reduce reactivity and destructive behaviors at home. Throughout the day, they will also participate in individual sessions with a trainer to practice their manners and skills.
Do I attend the Manners & More Training with my dog?
Nope! You can sit back and focus on your busy day while we do the work for you! You won’t need to attend the program alongside your dog. On the first day, you’ll receive a comprehensive syllabus to follow along with the training. Plus, we’ll keep you in the loop with weekly report cards, fun pictures, and homework assignments, so you can track your dog’s progress and learn how to reinforce positive behaviors at home. This way, your dog can become the best companion to greet you when you come home!
Private Instruction
What are the requirements to enroll in Private Instruction?
There are no age restrictions or prior training experience required to enroll! During an initial phone call with a trainer, we’ll discuss your specific needs to better understand how we can assist you and guide you in the right direction regarding training. For each Private Instruction session, we ask that at least one pet parent be present, but we encourage all family members to participate and be involved to ensure the training is as effective as possible.
How long do the sessions last?
Each training session lasts one hour, providing us with ample time to work closely with you and your dog. This hour is dedicated to not only coaching your dog but also empowering you with the skills and knowledge needed to reinforce what we’ve practiced together. We’ll focus on tailored techniques that fit your dog’s unique personality and your specific training goals, ensuring that you both make the most of your time together. By the end of each session, you’ll leave feeling more confident and equipped to continue fostering positive behaviors at home!
Are sessions in my home or at BARK U?
Training sessions can take place in a variety of settings, including the comfort of your home, a public area, or at BARK U. The ideal location will be determined through a collaborative discussion between you and your trainer, ensuring that we select the most suitable environment for optimal training and learning. Each setting offers unique benefits, and together, we’ll find the perfect spot that aligns with your dog’s needs and your training goals, facilitating the best possible experience for both you and your dog!
What are the benefits of Private Instruction?
Private Instruction sessions can effectively address various behavioral concerns and teach manners within the home environment. One of the key benefits of Private Instruction is that the pet parent is present for all sessions, ensuring that they are actively involved in the learning process. Additionally, the dog learns and practices new behaviors in a familiar and comfortable setting, which often leads to better performance and more natural behavior than in unfamiliar environments.
Private Instruction provides you with the ability to learn alongside your dog. The trainer can adjust your technique(s) in order to maximize the ability of your dog to learn. This approach helps ensure you are confident training your dog when the instructor is not around. Training your dog creates a strong bond between the two of you, which builds a drive in the dog to want to work for you and with you going forward.
What kind of “issues” can be addressed with Private Instruction?
Private Instruction is an excellent opportunity to tackle a variety of behavioral issues and enhance basic obedience and manners. Our sessions can focus on key areas such as:
- Leash Walking: Teaching your dog to walk calmly and politely on a leash, making outings more enjoyable for both of you.
- Greeting Guests: Helping your dog learn to greet strangers appropriately when they enter your home, reducing excitement and anxiety.
- Reactive Behaviors: Addressing reactivity towards other dogs, people, or stimuli, fostering a more relaxed demeanor during walks and outings.
- Basic Manners: Instilling essential commands such as sit, stay, come, and down to ensure your dog behaves well in various situations.
- Impulse Control: Teaching your dog to wait patiently for rewards and not rush into situations, leading to better decision-making.
- House Training: Assisting with potty training and establishing a routine that works for you and your dog.
- Barking and Noise Control: Managing excessive barking and teaching your dog when it’s appropriate to be quiet.
Through personalized instruction, our trainers will work together with you to address your specific concerns and help your dog become the well-mannered companion you desire!
What are the days/times it is offered?
Availability is dependent on the trainer. Private sessions are offered throughout the week and weekend. Availability is discussed during your initial consultation with the trainer.
How much does it cost?
The cost of our training sessions varies depending on the location. On-site sessions at BARK U are priced at $150/hour, while in-home sessions, which provide the convenience of training in your dog’s familiar environment, are available for $200/hour.
To add even more value, we offer discounted packages that can help you save money while addressing your dog’s training needs comprehensively. Your trainer will work closely with you to discuss the best package options tailored to your specific goals and training desires. Together, we’ll ensure you find the right fit to help your dog thrive!
Grooming
Why do you not give exact pricing before the appointment?
We’re happy to provide a starting price for our grooming services! However, the final cost may vary depending on the condition of your pet’s coat. For instance, additional charges might apply for services like de-matting, de-shedding, handling an excessive coat, or flea treatments, as these require a bit more time and extra care. We also want to ensure a safe experience, so there could be additional fees for any significant behavior challenges. Our goal is to give your pet the best grooming experience possible!
How long will it take for my dog to be groomed?
The grooming time can vary for each individual dog. Our priority is to ensure that every pet feels comfortable and relaxed during the grooming process, so we take our time to provide the best experience. Because of this, we can’t give an exact timeframe.
Sometimes, we take breaks to let your dog rest, and keep in mind that some pups are easier to groom than others. Additionally, the density of their coat can affect drying time. But don’t worry! We’ll keep you updated and send you a text when your dog is almost finished, so you’ll know when to expect your dog to be ready for pick up!
How often should my dog be groomed?
The time between grooming appointments can vary significantly based on the length you’d like to maintain, coat type, and condition. Some coats require more maintenance to keep them looking long and lovely, which means appointments may need to be scheduled closer together (every 4 weeks). On the other hand, certain coat types can go longer (8-10 weeks) between visits while still looking great and mat-free.
At pick-up, your stylist will provide personalized recommendations on the ideal time between cuts to achieve the look you desire so we can help you keep your dog looking fabulous!
BARK U Bus
What areas do you service?
- Gladwyne
- Villanova
- West Conshohocken
- Narberth
- Ardmore
- Penn Valley
- Wynwood
- Haverford
- Bryn Mawr
- Radnor
**Due to demand and popularity, we limit the areas that we service. Call us to confirm if your address is in our service area. Please note this is not a Mobile Grooming Service but rather a shuttle service.
What if I am not home?
That’s perfectly fine! Many of our clients provide us with access codes or keys to ensure a smooth and secure process. We will work with you to discuss safe entry options for your dog’s first pick-up, allowing us to securely attach a lead before bringing them outside to the bus.
On the first day, we recommend being home to go over the entry instructions with the driver, ensuring everyone is on the same page. After that initial day, you do not need to be present for pick-ups or drop-offs. For your dog’s safety, it is essential that they are secured inside your home upon drop-off. Please note that we will not leave a dog unattended in a yard, as we always prioritize their well-being and security.
What are the pick-up and drop-off times?
Pick-up and drop-off services are available Monday through Friday, with the following time windows:
- Pick-up: Between 8:00 AM and 9:30 AM
- Drop-off: Between 3:30 PM and 5:00 PM
Please note that due to factors such as traffic and unexpected route changes, we are unable to provide an exact arrival time for your dog’s pick-up or drop-off. Instead, we will give you a designated time window to expect our arrival. To keep you informed, you will receive a text notification from our driver when they are approaching your home. This way, you can be prepared for your dog’s arrival or departure.
