FREQUENTLY ASKED QUESTIONS.
We have compiled the questions we receive most often from customers.
- We operate 7 locations mainly in Tokyo.
- You can check the address, business hours, and access for each location on our shop list page.
- Google Maps links are also available for easy route planning.
- Pets Tokyo offers trimming services, pet daycare, training, pet hotel, animal hospital, and more.
- Trimming, hotel, and daycare services are available at all locations.
- Some services are only available at specific locations. Please check the shop list page for details.
- Business hours vary by location.
- Last reception times also differ depending on the service. Please check the shop list page for details.
- All locations except the animal hospital are open year-round (closed during New Year's holidays).
- Any temporary closures for facility maintenance will be posted on our official website and each location's Instagram.
- We recommend booking through the Pets Tokyo official LINE. You can select the location, service, date, time, and preferred staff 24 hours a day.
- You can also book by phone during business hours or via DM on each location's Instagram.
- * For Bakurocho Animal Hospital, please refer to the Animal Hospital section below.
- Please contact us by 6:30 PM the day before your appointment.
- If you have unavoidable circumstances, same-day changes may be possible, but please call us as soon as possible so we can adjust for other customers.
- You can find phone numbers for each location on the shop list page.
- * Please note that if you visit without prior notice, we may limit your future reservations or charge a 100% cancellation fee.
- If you are more than 15 minutes late, it may affect subsequent reservations.
- In that case, we may need to discuss shortening the service (e.g., canceling the spa) or rescheduling to another date.
- Yes, you can. You can select your preferred staff when booking online, or let us know by phone.
- Please note that a separate request fee may apply. Please check when making your reservation.
- * Staff requests are not available at the animal hospital.
- Pets Tokyo operates on a reservation system to ensure careful, one-on-one attention for each pet.
- However, depending on availability, we may be able to accommodate walk-ins, so please feel free to call us.
- You can find phone numbers for each location on the shop list page.
- We appreciate your cooperation with advance reservations for smooth service.
- To ensure the health and safety of all our guests, please bring your pet's vaccination certificate (rabies and combination vaccines) administered within the past year. Photos or copies of the certificate are also acceptable.
- If you forget the certificate, service may be declined, so please be sure to bring it.
- For animal hospital visits, please also bring any medications, supplements, or health notebooks your pet is currently using.
- Our staff at the reception counter near the entrance will guide you.
- First-time visits require medical record creation, so please arrive a bit early.
- Arriving 5–10 minutes before your reservation time helps ensure smooth service.
- Unfortunately, none of our locations have parking or bicycle parking. Please use public transportation.
- All locations are within a 10-minute walk from the nearest station.
- If you are coming by car, please use a nearby coin parking. Parking fees are at the customer's expense.
- It varies depending on the breed and cut style. As a guide, a quick shampoo takes about 1.5–2 hours, and a full cut takes about 2–3 hours.
- First-time visits may take a bit longer due to thorough consultation.
- We use Japanese-made natural, low-irritation shampoo and conditioner as standard, specially formulated for pets with sensitive skin.
- It contains no silicones or harsh chemicals.
- We also offer optional functional spa treatments (carbonated bath, herb packs, etc.) tailored to your pet's skin condition.
- For safety reasons, we ask that you do not stay nearby during grooming, as your pet may become excited or anxious.
- We are happy to discuss how to accommodate pets who are nervous or have had difficult grooming experiences.
- We will support them in getting used to grooming gradually at their own pace.
- Customer satisfaction is our top priority. At pick-up, please review the finish together with the groomer.
- If you would like minor adjustments such as "a little shorter bangs," we are happy to address them on the spot.
- Please note that adjustments after you have left the store are difficult to accommodate due to changes in the style over time.
- It is a program where pets develop social skills while interacting with other dogs and our staff.
- Playtime and rest are balanced in the playroom for a well-rounded day.
- First-time visitors are required to have a trial session. Our staff will conduct a thorough consultation and care for your pet within a comfortable range.
- You can also start with short-hour daycare until your pet gets used to it. Please feel free to consult with us.
- Our staff manages group pairings based on compatibility and personality.
- Daycare groups are organized so that pets can spend time comfortably and safely.
- If needed, please bring meals and treats pre-portioned for each serving. To reduce stress from environmental changes, we recommend bringing your pet's familiar food.
- Please also bring the communication notebook provided to those enrolled in the regular daycare and daycare training plus programs.
- * Even pets not enrolled in the walk option should bring a leash as we will be taking one for walks.
- Some locations partner with the pet transportation service Doogo. Please contact each location for details.
- We focus on everyday实用 skills such as sit, stay, toilet training, leash walking, and bite prevention.
- Some staff can also accommodate photo session poses or dog dancing. Please let us know during your first consultation.
- Yes, we offer one-on-one lessons where you can learn together with your dog. We also share tips on how to interact with and call your pet at home.
- Yes, adult dogs are welcome. We will propose a plan tailored to your dog's behavioral habits and living environment.
- At Pets Tokyo, we practice "training that grows smiles." Training is done as part of play, so your pet can enjoy learning.
- The duration varies depending on the training content, age, and personality.
- For example, correcting problem behaviors such as barking or biting can take several weeks to months.
- More advanced training for competitions can require programs spanning from several months to a few years.
- Consistency and patience are essential in correcting problem behaviors. Together with our staff, let's continue training while building up successful experiences step by step, without rushing.
- Please rest assured. Our staff is present at all times and monitors your pet's health and behavior closely.
- We also offer short-hour daycare for pets who need time to adjust. Please feel free to consult with us.
- During the day, pets can freely move around in the playroom, the same space used for daycare.
- At night, each room is equipped with a comfortable bed and independent ventilation system so pets can relax peacefully.
- We have a strict emergency response manual in place.
- ① We will immediately assess the situation and contact your emergency contact.
- ② If the situation is deemed urgent, we will transport your pet to the nearest affiliated animal hospital and respond in coordination with you.
- Please bring meals pre-portioned for each serving for the duration of the stay. To reduce stress from environmental changes, we recommend bringing your pet's familiar food.
- Bringing a towel or toy with the owner's scent can also help your pet feel more at ease.
- * Even pets not enrolled in the walk option should bring a leash as we will be taking one for walks.
- This varies by location, but we prioritize safety with surveillance cameras and temperature control systems in place.
- We recommend reserving in advance, but if the room is free, walk-ins can also be accepted.
- The service is basically self-service, but if you need another explanation, please feel free to ask staff.
- Yes. You are welcome to bring a shampoo your dog is already used to, or use the complimentary shampoo provided in the shop.
- We generally ask that dogs use the space one at a time, but in some situations two-dog use may be possible.
- We offer a wide range of services including general consultations, vaccinations, health checkups, skin and dental care, and more.
- Please feel free to consult with us about any symptoms or lifestyle concerns.
- You can also visit without a reservation. Please note that customers with reservations are given priority (except for emergency cases), so you may have a longer wait.
- For reservations, please use the web reservation system on the Bakurocho Animal Hospital official website. You can also book by phone during business hours.
- * The animal hospital cannot be booked through the Pets Tokyo official LINE.
- Many pets are nervous at the animal hospital. We can prescribe calming medication if appropriate, so please feel free to consult with us.
- Unfortunately, we do not provide medical services outside of regular hours or on holidays.
- Unfortunately, our hospital only treats dogs and cats.
- At our shops, we sell carefully selected pet food, treats, toys, and clothing chosen for your dog or cat's health and well-being.
- Our staff will make recommendations based on your pet's constitution and age.
- Yes, of course. However, for safety, please always use a leash or carrier bag.
- If you are concerned about indoor marking, we may ask you to use a diaper belt.
- Yes, all products featured on our social media are available for purchase in-store.
- Since quantities may be limited, we also accept reservations.
- Please call the store directly, or contact us via the store's Instagram or LINE. Our staff will check availability for you.
- Unfortunately, we currently do not have any locations with a dog run.
- However, we may occasionally set up the playroom as a temporary dog run during events or campaigns. Please check our website for the latest event and campaign information.
- Yes, senior dogs are welcome, but you will need to sign the Senior Dog Special Use Agreement.
- Dogs aged 8 and older have increased risk of organ decline and underlying health conditions. If you have any concerns, please consult with the respective location in advance.
- * Please note that service may be declined depending on your pet's health condition.
- We recommend starting grooming after all combination vaccines are completed and two weeks have passed. This is generally around 4–5 months of age.
- The first grooming experience is very important. We take the utmost care so that your puppy can come to enjoy grooming. Please rest assured.
- Please be sure to inform us via the notes field or verbally when making a reservation. We will assess the risk based on veterinary records.
- If symptoms are stable, we may be able to provide services with special arrangements (e.g., two staff members present at all times, avoiding sensitive areas, maintaining a low-stress posture).
- However, if your pet's condition is unstable on the day, we may need to decline service in order to prioritize your pet's health.
- We check body temperature, appetite, and excretion, and immediately consult with a veterinarian if any abnormalities are found.
- We never force any grooming or training that may be stressful.
- We maintain a strict hygiene and disease prevention protocol.
- ① Entry inspection: We always check the skin condition before providing any service. If we find any live fleas or ticks, we immediately discontinue service and request that you visit an animal hospital for treatment.
- ② Environmental disinfection: After daily business hours, the entire store is cleaned and disinfected using disinfectant.
- ③ Equipment disinfection: Tools such as scissors, combs, and clippers are thoroughly disinfected between each individual customer and pet.
Still need help?
If you cannot find the answer in our FAQ, please contact us through the inquiry form.
