Pet Care FAQ & Policies for Carol Stream & Naperville Locations
Got questions? Our FAQ and policies below has you covered with everything you need to know about booking, services, and how we care for your pet. We’re all about making your pet’s stay safe, happy, and totally stress-free!
Common Questions
What if my dog doesn’t interact with other dogs do they get to still play?
- Absolutely! Any dog categorized as a 1-on-1 or Solo dog will get 1 free 20-minute playtime with an employee on top of multiple potty breaks. We have additional playtimes available for purchase
Pet Food Guidelines
To ensure every pet receives proper care and stays on schedule, we ask that all food is pre-portioned into single-serving ziplock bags before arrival.
Food Preparation Instructions:
Pre-portion each meal into a separate ziplock bag.
Label the bags only if breakfast and dinner portions differ.
Place all portioned bags into a tote or grocery bag clearly labeled with your pet’s name.
Canned food does not need to be pre-portioned; you may bring the cans as-is.
We offer on-site storage for food requiring refrigeration or freezing.
Important Notes:
Bulk food bags or large containers cannot be accepted due to storage limitations.
A $5 day fee applies if food is not pre-packaged as requested.
A $5 fee per meal applies for late breakfasts or additional lunch meals outside standard feeding times.
Thank you for helping us provide a smooth and organized experience for all our guests!
Cancellation Policy
Non-Holiday Cancellations:
No formal notice required, but we kindly ask for reasonable advance notice.
Cancellations can be made via your customer portal, phone, text, or email.
Holiday Cancellations:
A minimum 7-day notice is required to avoid fees.
Cancellations or changes with less than 7 days’ notice will incur a $100 fee, unless the change is only a 1-night reduction (in which case, a 1-night charge applies).
Applies to dates listed in our Holiday Schedule.
Holiday Schedule:
Spring Break: March 21 – April 6, 2025
Memorial Day Weekend: May 23 – May 26, 2025
Independence Day Weekend: July 2 – July 7, 2025
Labor Day Weekend: August 29 – September 1, 2025
Columbus Day Weekend: October 10 – October 13, 2025
Thanksgiving Week: November 21 – November 30, 2025
Christmas/New Year: December 19, 2025 – January 4, 2026
Seasonal Boarding Rates:
During these peak periods, a $5 night surcharge applies per guest. Begins Memorial Day Weekend 2025.
Check-In & Check-Out Policy
Check-In:
Pets may be checked in any time during business hours on their arrival day.
Early daycare drop-offs (5:30–6:00 AM, Mon–Fri) available for $10 per reservation.
Check-Out:
Check-out time: by 12:00 PM on the final day.
Late check-outs incur a $30 daycare fee per dog or $58 for shared-room dogs.
Extended pick-up/drop-off until 8:00 PM available for $75 one-time fee (advance booking required).
Vaccine Requirements
We prioritize the health of all pets in our care. Up-to-date vaccinations are required for all dogs and cats.
Required Vaccines:
Dogs:
Bordetella (Kennel Cough)
Rabies
Distemper (DHPP or equivalent)
Cats:
Rabies
Feline Distemper (FVRCP)
Vaccine Record Requirements:
Date of Administration
Expiration Date or Duration (6 months, 1 year, or 3 years)
Legible documentation from a veterinarian with pet name and vaccine info
Uploading Vaccine Records:
Login to your portal: Customer Portal
Navigate to “Vaccine Records” and upload JPEG or PDF with required info
You may also email records to: thegoldleash@shots.pet using your account email
Administrative Service Charge
A 3.9% administrative fee applies to all card transactions to cover processing costs.
Cash payments are welcome to avoid the fee.
If you have any questions or need assistance, please don’t hesitate to contact us. We’re here to help make your experience as smooth and stress-free as possible!
Due to limited space and staying on schedule to feed all dogs on time we require you to bring the dry food portioned out as one serving size per zip-loc bag. Tubs and bags full of food will not be accepted and will result in extra charges for house food ($3 Per Meal) If you have wet food as well then cans are accepted. Any food that needs to be refrigerated shall be bagged as well into portioned out baggies. A tote or grocery bag is acceptable for these items.
*If your pet takes any medications or vitamins that go into their food it would be a great help to add that to the portioned out baggies as well.
Your are welcome to bring light blankets for us to lay on the Kuranda bed (Raised cot) they each will get. We do provide blankets if you do not bring your own. A few bones and toys are okay along with his/her favorite treats to pass out throughout the day.
*Padded or foam beds along with pillows will not be accepted. Our washers can not handle these unfortunately.
All vaccines must be up to date for us to accept any reservations.
-Rabies
-Bordatella
-Distemper
-H3N2 (NOT REQUIRED BUT ENCOURAGED)
*ALL VACCINES MUST BE UPLOADED VIA OWNER PROFILE
Check in is at any time on the first day of the reservation during business hours as for check out being by 12pm the day of pick up.
Check in/Check out times will be set when your make your reservations.
On days that we are open until 6:30pm there will be a full day daycare charge of $30 for 1 dog and $58 for 2 dogs anytime after 12pm.
Saturdays & Sundays we are open 8am-12pm for pick up and drop and half day daycares.
We offer an after hours service up until 8pm for $75.
We have a flexible cancellation policy during non holidays, where as all we ask is for a respectful cancellation that could be done through your portal, call, text, or email. We request a 7 day cancellation prior to your reservation beginning. If you were to cancel in less than 7 days you will be charged 2 nights of boarding at the current rate represented on our website as we have already declined other reservation requests with the expectation of there not being vacancy for another furr friend. Also, if the owner decides to shorten the trip within 7 days of the stay, the reservation will be charged at the new amount of nights plus the 2 night fee unless the reduction is by 1 day then we would charge whatever is less. Check in is at any time on the first day of the reservation during business hours as for check out being by 12pm the day of pick up.
*PLEASE NOTE SOME POLICIES MAY CHANGE OR BE ADDED AT ANY TIME WITHOUT WARNING. PLEASE READ EVERY RESERVATION CONFIRMATION EMAIL AND REMINDER EMAILS AS THEY WILL HAVE ALL UP TO DATE REQUIREMENTS FOR YOUR STAY.
**A 3.9% Administration service charge will be applied. Please feel free to use cash as payment to avoid fee.