FAQs

general

about wag

  • You can find us on Rua Acácio de Paiva, 7B.

  • There is public paid parking on the streets around the store and also a bigger paid parking lot in Av. Rio de Janeiro 26, near Mercado de Alvalade.

  • We do not offer self-wash facilities. 

  • We speak Portuguese, English, Spanish, German and French. 

  • No. The only exception we make is for dogs that are extremely anxious/agressive without their humans around. This is because dogs are calmer and more cooperative when their humans aren’t present. 

    But you are very welcome to come and see the facilities beforehand and/or take a quick peak at another dog that is being groomed. 

  • If your dog has fleas or ticks, we will remove them with a special tool (for ticks) and use a special shampoo that kills both fleas and ticks. 

    Note that this will only kill the ones your dog had and will not prevent new parasites from infesting your dog.  

    In these cases, we will charge you an extra 35 euros, because we will have to clean and disinfect the whole space afterwards to prevent other dogs from becoming infested.

  • We believe in positive reinforcement so we celebrate every single small win of your pup with treats. We also conduct all techniques with calm and with gentle voices. We take breaks when needed to let them release stress. No dog is rushed or made to endure a process they clearly are uncomfortable with.  

  • Yes. We accept all dog breeds as long as the dogs are sociable with people and not aggressive. 

    Unfortunately we are not able to accommodate dogs that have serious aggression problems. We are a space with a lot of movement of people and dogs, and must ensure everyone’s safety.  

    We can however accommodate dogs with different personality styles. For example, if it’s a matter of keeping them separated from other dogs, we can do it. 

    Our staff will always have the final say on whether or not we take in a given dog. Should we not accept your dog for any reason, none of the services you booked will be charged.

  • Of course! We have a soft spot for these dogs and they are one of the reasons why we created Wag. We believe in positive reinforcement, pauses, and gentle handling. Intro to grooming sessions are ideal to get these pups used to grooming. 

  • Unfortunately we are not able to accommodate dogs that have serious aggression problems. We are a space with a lot of movement of people and dogs, and must ensure everyone’s safety.  

    We can however accommodate dogs with different personality styles. For example, if it’s a matter of keeping them separated from other dogs, we can do it. 

    Our staff will always have the final say on whether or not we take in a given dog. Should we not accept your dog for any reason, none of the services you booked will be charged.

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about our services

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  • Regular brushing will keep your dog’s coat clean and shining for longer. If you need help on the best tools and techniques to do this, don’t hesitate to get in touch. 

  • You can find them here.

  • All our hair products are from the brand Artero, one of the best in the market and recommended by vets and dog breeders. All the products are suited and made specifically for dogs hair and skin.  

    We have a variety of shampoos that we will choose depending on your dog’s needs, skin sensitivity and hair state.

  • Yes. If you do, we will give you a 5 euro discount.

  • We have several gentle and specialized options (sensitive skin, whitening, deep-clean, etc.) and will pick the best one for your dog’s needs. 

  • Always. It helps detangle and protect the coat between washes.

  • We always hand-dry. There are no cage dryers. It’s safer, more comfortable, and allows us to check the coat carefully.

booking an appointment

  • You can book online here. If booking for the same day, please contact us.

  • We ask for a credit card as a guarantee for the booking. You will not be charged and we will not block any amount before the booking. 

    Only if you cancel with less than 12h in advance or are a no show will we charge that credit card. 

    The reason why we do this is because when you don’t cancel with enough time in advance or simply don’t show up, we are not able to offer that slot to any other clients and it is lost forever.

  • We ask you a lot of information about your dog so we can take care of them in the best way possible, not only in what concerns grooming but, more importantly, all the handling around it to make sure they are as comfortable as possible. 

  • If you want to book for the same day, please contact us directly.  

  • We are a cashless store. We accept all major credit cards, MB Way, Apple Pay and Google Pay.

grooming services

  • Full body brushing and/or deshedding and cutting of any big mats.

  • Yes! All dogs benefit from regular coat maintenance. 

  • We recommend that you regularly brush your dogs. How often will depend on their coat type and lifestyle, so it will be between 1 and multiple times a week. We know it’s not always easy to fit it in your schedule, so if you bring your pup to Wag once a week we will already make your life and your pup’s much easier. 

  • Yes! You can get a subscription for 2x or 4x a month here. The price of the service is discounted and there are several other perks to having a subscription. 

    If you don’t feel like committing but still want a quantity discount, you buy a package here. 

  • Coat maintenance does not include a bath. 

  • Yes. By regularly brushing and cutting any mats that might be forming, we will prevent denser mats from appearing.

  • Yes. The service includes a deep deshedding of your dog’s coat, so you’ll have to deal with a lot less hair at home.

  • No hair cutting is included in this service. However, you can add services like “face trimming” and “ears, nails, teeth” during the booking process. 

  • Sure!! We’d be happy to. Just ask us at the store when you come visit with your pup and we will share our knowledge with you.

  • In these cases, we will recommend that your dog gets a full groom instead. If you agree to it, we will check if we can still do it that day and update your booking. If you do not want to proceed, we will cancel your booking free of charge. 

coat maintenance

wash & brush

  • Thorough washing with appropriate shampoo and conditioning; full blow dry; full body brushing and/or deshedding; ear cleaning, nail cutting; paw hair trimming; teeth brushing.

  • The only trimming included is the paws.

  • Every 2 to 4 weeks, especially for dogs with medium or long coats, or those who play outdoors a lot.

  • Yes, regular bathing and brushing removes dead coat and keeps shedding under control.

  • Yes. it’s a great gentle introduction before a first Full Groom. For dogs under 1 year, we always use specific puppy appropriate shampoo.

  • You can check prices here.

  • It will normally take between 30 min and 2 hours, depending on your dog’s size and on the state of the hair.  You can check here the time we allocate per size, which already takes into account any surprises we might find.  

  • It depends on how you do it at home, but here’s how we do it at Wag: 

    • We use tepid water; 

    • Your dog is bathed in a professional bathtub adjustable to their size, minimizing splashes (and back pain for the humans); 

    • We always shampoo three times to ensure a deep clean of the hair and have a selection of shampoos that can be adapted to your dog’s needs;  

    • We always use conditioner; 

    • We are very careful with your dogs ears during wash time; 

    • We blow dry your dog’s hair with a professional powerful dog blow dryer without heat, that protects your dogs skin and ensures dry hair from root to tip - important to prevent bad odors, fungical infections and mats; 

    • We fully and carefully brush your dogs full coat, from top to bottom with the adequate tools.  

    All of this while caring for them gently and applying handling and grooming techniques learned through years of experience.

sanitary trim

  • Thorough washing with appropriate shampoo and conditioning; full blow dry; full body brushing and/or deshedding; trimming of genital area and anus; ear cleaning, nail cutting; paw hair trimming; teeth brushing.

  • No. If you’d like us to trim your dogs muzzle, you can add it as an add on during the booking process. 

  • Sanitary trims are suitable for dogs with long and double coats, eg poodles, golden retrivers.

  • You can check prices here. 

  • We always hand-dry. There are no cage dryers. It’s safer, more comfortable, and allows us to check the coat carefully.

  • No. The only exception we make is for dogs that are extremely anxious/agressive without their humans around. This is because dogs are calmer and more cooperative when their humans aren’t present.

    But you are very welcome to come and see the facilities beforehand and/or take a quick peak at another dog that is being groomed. 

  • It will always depend on your dog’s characteristics and lifestyle, but on average we recommend that you do it every 4 weeks between full grooms. 

  • A full groom includes the cutting of the hair in the whole body and a sanitary trim only on the genital area, anus and paws.

  • Thorough washing with appropriate shampoo and conditioning; full blow dry; full body brushing and/or deshedding; full body hair cut & styling tailored to your dog’s breed and your liking; ear cleaning, nail cutting; paw hair trimming; teeth brushing.

  • It will normally take between 2 and 3 hours, depending on your dog’s size and on the state of the hair.  You can check here the time we allocate per size, which already takes into account any surprises we might find. 

  • Every 6–8 weeks is ideal to keep the coat healthy and prevent matting but it will always depend on your dog’s lifestyle.

  • Absolutely! we encourage it! Bring or send us photos or examples of what you like so we can tailor the cut to your taste and your dog’s coat. We will discuss with you if we can match the desired style before starting. 

  • We always hand-dry. There are no cage dryers. It’s safer, more comfortable, and allows us to check the coat carefully.

  • No. The only exception we make is for dogs that are extremely anxious/agressive without their humans around. This is because dogs are calmer and more cooperative when their humans aren’t present.

    But you are very welcome to come and see the facilities beforehand and/or take a quick peak at another dog that is being groomed. 

  • If your dog has a few, small mats and it is possible and comfortable to remove them, we will carefully cut them without affecting hair length. We plan for these already on the times we allocate for service, but if you already know where they are, pointing them to us is also very welcome.  

    If your dog is fully matted, we will not try to demat them in order to preserver length. This is a very painful and stressful process for the dog. When this happens, we will align with you on an alternative shorter clip that is better suited for your pup before proceeding. This will be done either at check in or over phone/message.  

  • Normally, no. When we align with you on a shorter clip, this will mean also that we can stay within the allocated time frame. However, in cases where the hair is too matted even for the clip we chose to slide easily, we will reach out and decide with you if we go shorter (no extra cost) or if you’d like us to proceed with care and the longer clip, in which case we will add 20 euros per extra hour spent.  

    In these cases, we will always document everything and share it with you so you can make an informed decision.

  • You can check prices here. 

  • First full groom can be around 12-16 weeks depending on your dog’s coat but we understand if you want to preserve that puppy hair for longer!! Just remember to keep maintaining their coat with consistent brushing and bring them to our intro to grooming sessions so they can get used to the noises. This way when they have their first full groom, they will not be (as) nervous. 

  • The best is for it to not be very obvious, as it will mean the session will go a lot smoother and quicker. Dogs with long coats need a full groom every 6-8 weeks or any time they need shorter hair for any reason, eg they are very matter or are about to go on a very muddy adventure.

  • Yes, we do. Tell us what you’d like and we will match the style you have requested.

  • We do not do full grooming on short coated dogs. We know that they can shed a lot but shaving their hair won’r solve it and may actually cause serious skin issues for your pup. These dogs need to have their coat maintained through regular brushing and bathes, both of which we can do at Wag! 

  • We do not do full grooming on double-coated dogs. We know that they can shed a lot but shaving their hair won’rtsolve it and may actually cause serious skin issues for your pup. These dogs need to have their coat maintained through regular brushing, sanitary trims and bathes, all of which we can do at Wag!

full groom

other services

  •  Ear cleaning, nail trimming, paw hair trimming, and teeth brushing.

  • Yes,  it’s available as a standalone mini-service or add-on.

  • Usually 15–30 minutes.

  • We start with clippers and finish with a grinder for smoother results, if your dog tolerates it.

  • Check your dog’s nails when they are standing straight on all four legs. If they are touching the ground, it’s time for a cut. Don’t forget the fifth nail, on the side of the front legs - if it is very pointy and curling, it is also time to cut it.

  • You should check them at least weekly.

  • We clean ears by gently wiping the inside of the ear with an appropriate ear cleaning solution. For dogs with a lot of hair inside their ears, we will also clean and trimm that hair, if needed. 

    On healthy ears we do not take out the hair that grows inside them. This is a painful process for the dogs and can lead to inflammation or infections. 

    The exception being ears that are so matted and full of hair in the inside that are not possible to be cleaned otherwise and are in risk of becoming infected. In these cases, we will document and share with you our decision, but it will always be up to us and not a service that can be booked.

  • Yes, only dog-safe enzymatic toothpaste (never human toothpaste).

  • No. Tooth brushing means we remove the easy, every day dirt your dog might have on teeth, something that needs to be done regularly to prevent tartare from accumulating. 

    Tartare removal on dogs needs to be done at the vet. 

  • No. We do not express anal glands at Wag. This is a veterinarian procedure that needs to be done carefully and only in specific situations. 

    Regular unnecessary expressing of anal glands can cause irritation, inflammation, and long-term damage, making dogs dependent on manual expression. 

    What we will do is check them to see if they are very full and tell you if we recommend you see a vet. 

ears, nails, teeth

  • Puppies up to 1 year or dogs who’ve never been groomed before.

  • To make grooming a positive, calm experience. We want your dog to associate the salon with comfort, not stress.

  • The “content” of the session will depend on how many your dog has attended and how comfortable they are. Overall, it will include: 

    • Getting comfortable with brushing and handling

    • Learning to stay calm around trimmers and shears

    • Getting used to water and gentle bathing

    • Becoming familiar with the sound and feel of the dryer

  • About 30 minutes, but always adaptable to your dog’s level of comfort. 

  • Yes. Really the earlier they start, the better. In case your puppy is not fully vaccinated, please let us know. We will disinfect the whole grooming area prior to their arrival and make sure they stay away from other dogs. 

  • Only if your puppy is ready. We never rush the process.

  • Around 2 for short haired dogs and 4 for long haired ones to make sure we can calmly go through the process before they get a full bath, groom. 

  • Yes. You can check and book them here.

  • We believe in positive reinforcement so we celebrate every single small win of your pup with treats. We also conduct all techniques with calm and with gentle voices. We take breaks when needed to let them release stress. No dog is rushed or made to endure a process they clearly are uncomfortable with.  

  • The best way to make sure your puppy will not fully hate grooming is to get them used to it as early as possible. That means bringing them over for some intro to grooming sessions, but also “practicing” it at home, for example by brushing them and touching their feet and tails regularly to get them used to it. 

  • No. Like for “normal” grooming services, dogs are calmer and more cooperative when their humans aren’t present. 

    But you are very welcome to come and see the facilities beforehand and/or take a quick peak at another dog that is being groomed. 

intro to grooming

add ons

  • We collect your dog at the agreed time and bring them safely to and from the salon.

  • For now the service is only available in Lisbon but we are looking to expand, so stay tuned! 

  • Not yet. As we are starting, pick up and drop off are limited to specific time frames. Pick up before our store opens, so always around 7-8 am and drop off after 7pm. 

    Naturally, we keep your dog for any hours between these services for free.

  • No. No extra costs are involved.

  • If that happens, call us or text us and we will find a solution with you. 

  • We will try but cannot guarantee as it will depend on how busy the store is. But hey, no news is good news! We will definitely reach out if something urgent happens. 

  • We have a dedicated fenced space for dogs away from the public area of the store. We carefully select who can be with who based on personalities and health conditions. The area is monitored 100% of the time in person and with a nanny cam. 

  • We transport up to 3 dogs at the same time. All dogs are safely secured.

  • Ideally 24 hours before your appointment to ensure availability and allow us to confirm any details with you.

  • Not yet. We will send you a message when we are on our way with an ETA and let you know when we arrive.

  • Yes, you can book the pick up and drop off service during the booking process. 

  • You can check prices here.

  • Item Yes, as long as there is someone there that we can contact and who can hand us your pup.

  • Please contact us as soon as possible to tell us you no longer need it. There will be no charge associated to this cancellation, if you keep the grooming appointment. 

  • We will never leave your dog on their own.

    Pick up: 

    If you are not home when we pass by at the agreed time and we are not able to contact you, we will consider you a no show and will cancel all the services and charge you according to our cancellation policy.  This does not happen automatically, so give us a call if you still want to keep the appointment. 

    If we are able to contact you and you still want to keep the appointment and bring your dog later, we will still charge you for that trip as well. 

    If you’re late, give us a call and we will try to rearrange our route to meet your needs. If the delay is too big that it will interfere with the opening hours of the store, pick will no longer be possible and we need to know if you’ll want to keep the appointment or not to proceed accordingly (see above). 

    Drop off: 

    If you are late or not home, we will charge you 50 euros per extra hour your dog stays with us. We count full hours from the time we had agreed to drop them off.  

    We will bring your dog to our headquarters and agree with you when and how to drop them off /hand them back. 

pick up / drop off

  • Extra time at Wag before or after grooming. If you need to drop them off earlier or pick them up later because you have an important meeting, another appointment etc, you can book this service and we will take care of your pup for that time.

  • Yes, they are charged by the hour. We count full hours only. You can check prices here.

  • You can add it as an add on during the booking process and just tell us what times you’d like to drop off and pick up your dog. 

  • That is ok! If you can, please contact us to let us know when you are coming over. If not, we will count your dog’s extended stay from any period longer than 30 minutes before or after your dog’s appointment and update the bill at check out. 

  • Up to a few hours before or after the appointment, as long as it is within store opening hours.

  • We have a dedicated fenced space for dogs. We carefully select who can be with who based on personalities and health conditions. The area is monitored 100% of the time in person and with a nanny cam. 

  • We have a dedicated fenced space for dogs away from the public area of the store. We carefully select who can be with who based on personalities and health conditions. The area is monitored 100% of the time in person and with a nanny cam. 

  • We will never leave your dog alone.

    If you arrive after closing time, we will charge you 50 euros per extra hour your dog stays with us as it will make it impossible for us to keep our commitment to drop off services other clients may have booked. 

    We count full hours from the moment the store closes at 7pm. 

  • Not exactly, it’s a calm environment, not a playgroup. Your dog will rest comfortably under supervision. And you can only book it when your dog has an appointment with us.

  • Your dog will have access to fresh water, toys, a cozy resting spot and area for potting. Whenever time allows it, we can also take them for a short walk. 

  • Short bathroom breaks only.

  • Yes. In fact, when you book pick-up/drop-off, the extra time your pup stays with us is included.

  • They can. Please let us know in advance so we can make the necessary arrangements. We will keep them in a completely disinfected area away from the other dogs.  

extended stay

cancellation policy

  • You can cancel your appointment free of charge up to 12 hours before the appointment time. After that, we will charge 100% of the amount of the service, including, if you have booked it, any pick up/drop off services. 

    If you have a subscription or a package and cancel less than 12 hours in advance, you will not be refunded that appointment.

  • Please contact us as soon as possible to tell us you no longer need it. There will be no charge associated to this cancellation, if you keep the grooming appointment. 

  • It is free of charge. Just let us know when you can.