PupStars Services Breakdown

Below is pivotal information that you’ll need to know to have a better idea of how PupStars operates as well as some specifics about our services.

Contact Us:

Phone:  773-322-3160

Address: 2337 W. Lake St.

Email: [email protected]

Social Media: 

• Instagram:@pupstarspetcare
• Facebook: @pupstarspetcare
• YouTube:@pupstarspetcare
• TikTok: @pupstarspetcare

Facility hours of operation:

Monday-Friday	6:00-AM-7:00PM	You can drop-off/pick-up your pup anytime within our operating hours.
Saturday-Sunday	Boarding pick-up/drop-off times are either 8:00AM or 5:30PM sharp.	No Daycare on Saturday or Sunday

General PupStars Information

Requirements for Facility-Based Services

• Daycare & Boarding 
  • Vaccination Requirements
    • Bordetella
    • Distemper
    • Rabies
    • Negative Fecal Test (Taken within the last 6-months)
  •  Spay/Neuter Policy
    • Dogs must be altered (Spayed/Neutered) by the age of 1yr old. 
    • If getting altered isn’t a consideration, please feel free to utilize our Dog Walking & in-home Pet Sitting services!
• Grooming
  • Vaccination Requirements
    • Bordetella
    • Distemper
    • Rabies

Collars and Identification: 

Every dog left in our care MUST have a flat collar and identification tag. If these items are not provided, they will be charged to your account from our retail.

Profile Updates: 

Please ensure all information in your dog’s profile on Gingr remains completely up to date. If there are changes to food portions, medications, eating habits, or other important details, update your profile immediately and notify us via email at [email protected]. This minimizes the chances of mistakes during our services.

Submitting Requests:

We do not accept verbal requests. All requests must be submitted via email to [email protected] for quality control purposes.

Home Care Services:

• Per policy, we require two sets of keys to your residence. (If you have a doorman, that counts as one set.)
• -Please note that doormen can be inaccessible, so we cannot rely on them alone to gain access to your unit.
• If your building requires a key fob for direct access to your residence, we will need one as well. Contact your building management and advocate on our behalf to obtain this. Our goal is to gain entry to your residence quickly to ensure your pups return to play promptly.
• No exceptions to this policy are allowed.

Holiday Schedule: 

We provide dog walking services every day of the year and care for our facility pups daily. However, we are closed to the public on certain federal holidays and operate on half-days for specific eves:

Closed to the Public:

• New Year’s Day
• Martin Luther King Day
• Washington’s Day/Presidents Day
• Memorial Day
• Juneteenth
• Independence Day
• Labor Day
• Indigenous Peoples Day
• Veteran’s Day
• Thanksgiving Day
• Christmas Day

Half-Day Schedule (Open Until 12 PM, No Shuttle Services):

• Christmas Eve
• New Year’s Eve

Payment 

• 3% Processing Fee for all Credit Card Transactions. 

• Cash or Zelle payments to [email protected], will be available for those who wish to avoid this fee.
  • *Clients that do no pay their balance within 5 days of checkout will have their credit card charged

PupStars Services

Dog Daycare 

What to Bring

• Your Dog -Of Course :) 
  • Must have a collar with a name tag.

• Lunches are not necessary unless for puppies or for medical reasons.

Arrival and Departure Notifications

• Emails you receive about your pup being checked in or out are administrative updates and do not indicate their arrival time at our facility.

Booking Pet Care Services

• Even if we’re not at capacity, it’s imperative to book your pet care services ahead of time.
• Advance booking helps us accurately plan our day and staff adequately.

Late Pickup Protocol

• If your dog is not picked up by our 7 PM closing time:
  • We will call twice, email, and wait 20 minutes after closing.
  • If not picked up, your pup will transition to a boarding stay and receive a serving of house food.

Medication and Behavior Policy

• Dogs on sedative-based medications (e.g., Trazodone, Fluoxetine, etc.) that exhibit behaviors putting them at risk are not allowed in group social settings.

Health Policy

• As much as we love your pup, if your dog shows unexplained symptoms (e.g., diarrhea, coughing, lethargy), please keep them home for observation to ensure the safety of other pups.
• Once your dog is back to their normal healthy state, we’ll gladly welcome them back.

Lunch Feeding and Rest Periods

• Dogs receiving lunch are rested 30 minutes before feeding.
• After eating, bowls are removed, and they rest for another 30 minutes before returning to group play.
• This helps minimize the risk of bloat and regurgitation.

Bloat Awareness

• Bloat is an extremely dangerous condition for dogs and must be taken seriously.
• Veterinarians recommend at least two hours of rest after meals before engaging in physical activity.
• Please research “bloat in dogs” to understand the condition and its potential risks for your dog.

Shuttle Transportation (Daycare/Grooming Services)

• Morning Schedule: We typically arrive at our first residence at 6:45 AM and return to our facility by 9:30 AM.
• Evening Schedule: In the evening, we depart the facility between 2:00 PM – 2:30 PM to begin returning pups to their residences.

Guidelines for Shuttle Services:

• Before Pickup: Please ensure your dogs are walked and fed before our arrival to prevent potty accidents or potential vomiting during the ride.
• Car Sickness: If your pup is prone to carsickness, feeding earlier or skipping breakfast on daycare days may help.
• Consistent Carsickness: If your pup continues to experience carsickness despite adjustments, we may need to remove them from shuttle services and suggest alternative transportation options.

Boarding 

Boarding Reservations

• On the last day of your boarding reservation, if you pick up after 10 a.m., a daycare fee will be applied to your visit.

Food and Feeding

• Every dog should come with their own food to minimize stomach upset.
• Ensure your pup has ample food for their stay.
• Please label or notate your pup's food using standard measurements to ensure accurate portioning (no scoops or random ‘cup’ sizes).
• You may separate food on a per-meal basis if preferred.
• Do not combine medication with food, as missed meals can result in missed medication dosages, which may have serious consequences.

Comfort Items

• Limit comforts from home to blankets, t-shirts, or small washable items.
• Do not bring large beds; we provide orthopedic cots for your dog’s comfort.

Chews and Toys

• Chews and toys should be large enough not to fit down our 2-inch trough.
• Only pack items you feel safe leaving with your dog unsupervised.

Medications and Vitamins

• If your dog has medications or vitamins:
  • Inform us via email and verbally upon drop-off.
  • Provide the names of every medication, dosage details, and how they are administered.
  • Keep medications separate from food.

Contacting Us

• If you need to reach PupStars after hours, email us at [email protected] for the fastest response.

Illness and Injuries (Giardia/Kennel Cough/ Etc.)

Health and Safety 

• On occasion, dog daycares may encounter parasites like Giardia or respiratory viruses such as Kennel Cough. When this happens, these illnesses can spread quickly, even in the cleanest and most well-maintained facilities. 
• To prevent the spread of these conditions, we ask that you notify us immediately if your pup exhibits any unusual symptoms, such as coughing, huffing, diarrhea, constant licking, lethargy, etc. This will help us monitor their condition and determine the best course of action to keep all pups safe.

• We understand this might be an inconvenience, but rest assured that we offer dog walking, pet-sitting, and overnight services to accommodate you. We appreciate your cooperation and thank you in advance. Please keep us informed of your pup's health status.

Example of Kennel Cough/Respiratory Virus (sound on):

Injuries or Incidents

• If your pup has an injury or medical condition, we ask that you inform us ahead of time. 
• It's important for us to track when incidents happen, whether inside or outside of our care. 
• Just like any other daycare (human or dog), during playtime, your pup might get a nick, scratch, or bump—and occasionally, a bite. It’s a priority for us to communicate such information to you in a timely manner.

Fecal Testing Through PupStars Pet Care

PupStars Pet Care offers direct fecal sample submission to a certified laboratory for testing. To participate in this service, clients must have an existing profile through Gingr.

Service Details:

• Availability: Monday–Friday
• Turnaround Time: Results are typically available within 24–48 hours (may vary based on exceptions).
• Holiday & Weekend Processing: If results arrive on a holiday or weekend, they will be communicated on the next business day.
• Cost: $65 per sample
• Sample Requirements: Must be fresh (collected within 24 hours before drop-off).
• Registered Clients: Must have a registered account on Gingr

For more information or to submit a sample, please contact our facility through phone or email.  

PupStars Grooming Services

At PupStars, we believe in the principle of "Humanity over Vanity". This means we aim to prioritize the mental and physical well-being of your pup during grooming. Long-haired dogs require daily combing to maintain their coats, but we don’t want to put them through unnecessary strain. Grooming sessions that last for hours, with hair being pulled, can negatively impact both the dog’s skin and the groomer's health—this includes the groomer's wrist and the relationship between groomer and pup.

Frequent and consistent grooming not only reduces discomfort but also leads to a more enjoyable experience for both the dog and the groomer, as well as a better result for you. To assist with dogs that tend to get matted easily, we offer services such as weekly brush and comb sessions.

Medication and Grooming:

If your dog requires medication during the grooming process, we kindly ask that you allow us to administer it. Grooming is a time-sensitive operation, and we need to ensure that the medication is effective throughout the session, without it wearing off too soon.

• Dogs on sedative-based medications (e.g., Trazodone, Fluoxetine, etc.) that exhibit behaviors putting them at risk are not allowed in group social settings.

Grooming and Daycare:

If you plan to have your pup groomed during their daycare visit, please pick them up after 6pm. We aim to let them play before their grooming session begins. However, if you receive a text message notifying you that your pup has finished their grooming early, feel free to pick them up at your convenience.

Important Notes:

• Potty Break: Whether it’s rain, snow, or sunshine, please ensure your pup is potty’d before arriving for their appointment.
• Post-Grooming Accidents: If your dog soils themselves after their grooming, we may need to charge for a rewash.

Dog Walking

• To prevent wet paws on snowy or rainy days, we kindly ask that you provide a towel so we can dry your pup’s feet upon returning to your home.

• Please note that the emails you receive regarding your pup’s check-in or check-out times do not indicate the time they were walked. These emails are simply administrative updates from our office staff.

• PupStars has three 'peak' time frames for walks: Morning, Midday, and Evening (listed below). The time slot you select when scheduling your appointment represents the general time frame in which your dog will be walked. However, the check-in or check-out emails sent on the day of service will not indicate the exact time your pup received these services.

Dog Walking Time Frames

Morning	6:00am-9:00am
AM Mid	9:00am-11:00am
Midday	11:00am-2:00pm
PM Mid	2:00pm-5:00pm
Evening	5:00pm-8:00pm

*In the case of scheduling multiple walks within a 24hr period we will be sure there is a minimum of a 3hr gap between dog walks for Morning, Midday and Evening walk time frames

Overnights

• Our overnight sitter will arrive at your residence at 7pm and stay until 7am. We will walk your pup upon our arrival and departure.
• An additional midday walk can be scheduled at our normal dog walk rate.
• Please have your home in an orderly fashion with anything harmful out of the reach of your pup (plastic bags/small objects/any papers/things you don’t want damaged/etc.)
• Please have enough food for your pup for the entire visit and anything else you plan to have given to your pup labeled and accessible to the sitter staying at your home. Please provide clean linens. Snacks for the sitter are also appreciated.

Ginger Issues

• If you’re looking to be picked up and dropped off, please schedule AM and PM transportation services for each day you reserve. Our goal with signing with Gingr was to streamline our training and to stop second-guessing what our reservations are telling us since the best way to eliminate clerical errors is for the scheduling process to be in the clients' hands. As of now, there is no shortcut or way around this rest assured in 2024 we are making a big push for Gingr to update the scheduling process. While Gingr is making tons of improvements to the software feel free to reach out to them for any troubleshooting or to apply pressure for feature requests (Gingr: 833.614.4647). 

    

Coming Soon: The K9 Corridor

The K9 Corridor is Chicago’s Largest Aquatic & Enrichment Center! This state-of-the-art facility will serve as a hub for pet professionals and the Chicago pet community, elevating the human-animal bond through sports, education, wellness, and much more!

Located at 123 N Western Ave, Chicago, IL 60612