FAQs & Policies

Every dog is unique. While our service menu provides a general guide, final pricing may vary depending on coat condition, time required, and the individual needs of each dog.

Additional adjustments may apply for: matting or severe matting requiring a humane shave-down; behavioural or handling support for anxious or sensitive dogs; additional coat work such as extensive de-shedding or coat restoration; or extended grooming time beyond the standard service window.

A Mobile Service Fee of $25 is applied to each household visit. Multi-pet discounts are available. Consultation clients receive a $50 credit toward their first grooming service.

Our grooming day is carefully scheduled so that each dog receives calm, focused care at their appointed time. We kindly ask that dogs be ready at the scheduled appointment time, having had an opportunity to go to the bathroom beforehand, and that owners remain reachable during the appointment.

If a dog is not ready when we arrive, we will accommodate within available time; however, if the delay affects the day's schedule, the service may be shortened or rescheduled.

If we arrive and are unable to access the dog or reach the owner, the appointment may be considered a missed appointment and the service will still be charged.

If you need to reschedule, we kindly ask for advance notice so we can adjust the grooming route and offer the time to another client.

For the health and safety of all dogs in our care, we require that dogs be up to date on core vaccinations as recommended by your veterinarian. Please be prepared to provide proof of current vaccines upon request.

The safety of the dogs in our care — and safe travel for our mobile salon — are always our priority. During extreme cold, mobile grooming equipment and water systems can be vulnerable to freezing. When temperatures reach unsafe levels, grooming appointments may need to be adjusted or rescheduled.

In cases of severe winter weather, including heavy snowfall, icy roads, or unsafe driving conditions, appointments may be delayed or rescheduled. We ask that pathways, driveways, and access areas be reasonably cleared of snow and ice so the vehicle can park safely.

If weather conditions require adjustments, we will communicate as soon as possible to arrange a new appointment time.

Our goal is to provide a calm, respectful, and safe grooming experience for every dog. Grooming involves close physical handling and specialized tools — safety for both the dog and the groomer must always come first.

If a dog displays behaviors that make grooming unsafe (attempting to bite or snap, extreme struggling, panic responses that place the dog at risk), the grooming appointment may be paused or ended early. This decision is always made with the dog's welfare in mind.

For dogs who need a slower pace, shorter or gradual grooming sessions may be recommended to help them build comfort and trust over time. In situations where sedation may be required, we will work with owners and veterinary professionals — we work with Okotoks Veterinary Clinic and can offer a referral.

The comfort and wellbeing of the dog always comes first. Severe matting pulls on the skin and can trap moisture, debris, and bacteria, causing significant discomfort. In cases of moderate to severe matting, the most compassionate option is often a humane shave or comfort clip.

State of the Heart does not perform aggressive or prolonged de-matting when it compromises the dog's comfort or welfare. After matting is removed, skin underneath may already be sensitive — occasional redness or mild irritation is normal.

We are happy to guide owners on coat care and grooming schedules to help prevent matting in the future. Additional charge of $95/hr applies for severe de-matting requiring a humane shave.

The health and well-being of every dog in our care is always our highest priority. While every grooming appointment is approached with patience, care, and professional handling, dogs can occasionally experience unexpected health concerns during grooming.

Pre-Existing Health Conditions

We kindly ask that owners inform us of any known medical conditions, sensitivities, mobility limitations, or recent veterinary concerns prior to the grooming appointment. This information helps us tailor the grooming experience to ensure your dog's comfort and safety.

Examples may include:

• Arthritis or mobility challenges
• Seizure history
• Heart conditions
• Skin sensitivities or infections
• Recent surgery or injury
• Senior dog considerations

Grooming Limitations for Health & Comfort

If a dog shows signs of illness, injury, extreme stress, or medical discomfort during the grooming process, the appointment may be paused or discontinued. Our goal is always to prioritize the dog's well-being over completing the groom.

Veterinary Attention in an Emergency

In the rare event that a dog becomes ill or experiences a medical emergency during grooming, we will make every effort to contact the owner immediately. If the owner cannot be reached and urgent veterinary attention is necessary, State of the Heart Canine Grooming may seek care from the nearest available veterinary clinic. Any veterinary costs incurred in these situations remain the responsibility of the dog's owner.

Our Commitment

Every grooming decision we make is guided by compassion, patience, and respect for the dogs entrusted to our care. Should a medical concern arise, we will always act with the dog's best interest at heart and communicate openly with owners regarding the next appropriate steps.

To protect the wellbeing of all dogs in our care, we do not provide treatment for parasites or contagious skin conditions. Each dog receives a brief coat and skin check before grooming begins.

If signs of fleas, ticks, lice, mites, or other contagious skin concerns are identified, the grooming appointment will be paused and the dog will be returned to the owner's care. We kindly ask that veterinary treatment be pursued before rescheduling.