Frequently Asked Questions

We will send you a link to take you to your online session (held on Zoom). You’ll see your puppy trainer appear on your mobile, tablet or computer screen. They will introduce themselves and briefly run through the problem/s that you have requested help with. They ‘ll ask some questions about things that might be relevant, such as diet, your puppy’s activity levels, any health problems or their background. This will help them then provide tailored advice for you and your puppy.

Sometimes it is best to demonstrate some of the tips and techniques we suggest for you, so our trainers often use their own dogs or puppies to show you exactly what to do. They also have a range of tried and tested toys, treats and equipment that they may show you, that you may wish to purchase at your local pet store.

We help puppies right from the moment you bring them home, right through adolescence, as we know how tricky that time can be too! We help dogs of all breeds and sizes, who may take up to two years to reach adulthood, so if you have a dog up to the age of 2 years old, we are here for you!

If your dog is older and you need help, send us an email and we will help you find another trusted canine professional that can help.

You have a choice. If you have one problem that you need help with, we suggest a 30 min session. If you have more than one problem to talk about, you can choose a longer 60 min session. It’s up to you and there is absolutely no pressure to book any further sessions.

We are completely force-free. This means that we won’t recommend any techniques or equipment that will frighten or hurt your puppy. We say no to choke chains, slip leads, prong collars, e-collars, spray bottles, rattle cans, anti-bark devices and anything else that is used by outdated trainers. 

We will also never recommend any ideas or techniques from ‘dominance theory’, such as pinning, alpha rolling, being the pack leader or intimidation. This theory is now widely discredited, and we get amazing results with our kind, science-based methods. Book and see for yourself!

Yes, of course. We recommend that you start by booking one session and discuss with your Puppy Advisor how many further sessions you would like.

You can reschedule or cancel your session using the buttons at the bottom of  your confirmation email.

If you cancel with more than 24 hours notice, we will send you a full refund, but if you cancel with less than 24 hours notice, we will issue a 50% refund.

We can’t help with puppies that are showing serious aggression, or those that we think may have an underlying health problem – these need in-person help and/or a veterinary check up. However, we can be there to support you and refer your puppy for further medical or behavioural help if you would like us to.

Start by choosing a date and time to suit you and as part of the booking process, you will be able to pay for your session online. We use the secure platform Stripe to process payments. Stripe accepts most credit and debit card types. If you have any payment problems, please email hello@puppy-sos.com.

When you book your session, you’ll receive an email containing instructions and a guide on how to use Zoom. If you need further technical help, just send us an email at hello@puppy-sos.com.

You can join the session on most mobile phones, tablets, laptops and desktop computers. When you click the meeting link (that you will receive in your confirmation email), Zoom will guide you to download the app ready.