You're about to pick up your cat after a week of boarding.
Staff bring out the carrier. Your cat is inside. You peer through the mesh—they look... fine? Maybe a little grumpy, but fine.
You pay, thank the staff, grab the carrier, and head to your car.
This is a mistake.
Not because something is definitely wrong. Most of the time, everything is fine. But because once you leave the premises, your leverage disappears.
If you discover at home that your cat has lost significant weight, or has a wound, or seems seriously unwell, the cattery can claim ignorance. "We didn't notice that." "That must have happened in the carrier on the way home." "Your cat was fine when they left here."
But if you check your cat's condition BEFORE you leave—while you're still on-site, with staff present—you can:
- Address concerns immediately
- Get explanations documented
- Refuse to pay if care was inadequate
- Go straight to a vet if needed (with cattery potentially liable)
You have every right to inspect your cat before leaving. This isn't rude. This isn't paranoid. This is responsible pet ownership.
Here's your 5-minute pickup protocol, prioritized by severity. Do these checks before you hand over payment, before you get in your car, before you leave.
Because prevention is about catching problems while you're still there.
Before You Start: Your Rights at Pickup
Let's be clear about what you're entitled to:
You have the right to:
- See your cat before paying
- Inspect your cat's physical condition
- Request their daily care logs and medication records
- Ask questions about their stay
- Take your time assessing their condition (within reason—5-10 minutes is appropriate)
- Decline to take your cat home if you have serious health concerns
You do NOT need to:
- Accept vague reassurances ("She's fine!")
- Rush because staff seem busy
- Feel awkward about checking your cat thoroughly
- Leave if something seems wrong
Professional catteries expect and welcome owners who check their cats carefully. It demonstrates you care and that they should maintain high standards.
If staff seem annoyed or try to rush you, that's a red flag in itself.
Priority 1: Critical Health Checks (Do These FIRST)
These checks identify medical emergencies. If you spot any of these signs, do not leave the cattery. Call your vet immediately and address the situation before transporting your cat.
Check 1: Responsiveness and Alertness
What to look for:
- Is your cat conscious and aware when you approach?
- Do their eyes track movement?
- Do they react to your voice or the carrier being moved?
Red flags (EMERGENCY):
- Completely unresponsive or limp
- Eyes open but not tracking or responding
- Shallow or irregular breathing
- Unconscious or semi-conscious
Normal:
- Drowsy or sleeping (many cats sleep after the stress of checkout)
- Alert but not interested in interacting (normal stress response)
- Hissing or backing away (defensive but conscious)
If you see red flags:
- Do NOT transport your cat
- Ask staff to call their vet immediately
- If staff hesitate, call your own vet or emergency vet
- Document everything (photos, witness, staff responses)
Trust your instincts: If your cat looks "wrong" in a way you can't articulate—glassy eyes, strange posture, odd breathing—trust that feeling. Don't let staff talk you out of concern.
Check 2: Breathing and Respiratory Distress
What to look for:
- Is breathing quiet and regular, or labored and noisy?
- Is your cat's mouth open (cats shouldn't pant unless overheated)?
- Are they wheezing, coughing, or making sounds when breathing?
Red flags (EMERGENCY):
- Open-mouth breathing (especially if not in a hot car/carrier)
- Rapid, shallow breathing at rest
- Wheezing, crackling, or gurgling sounds
- Nostrils flaring with each breath
- Blue or pale gums
Normal:
- Quiet breathing, chest rising and falling regularly
- Slight panting if the room is warm (resolves when they cool down)
If you see red flags:
- This is a veterinary emergency
- Do not transport—your cat may be in respiratory distress
- Ask cattery staff when this started and what happened
- Call vet immediately from the cattery
Check 3: Dehydration and Collapse
What to look for:
- Skin tent test: Gently pinch skin on back of neck—it should snap back immediately
- Gums: Should be moist and pink, not dry, pale, or tacky
- Eyes: Should be bright, not sunken
Red flags (URGENT):
- Skin stays "tented" for more than 1-2 seconds (severe dehydration)
- Gums are dry, sticky, or very pale/white
- Eyes appear sunken
- Cat is extremely weak or unable to stand
Normal:
- Skin snaps back immediately
- Gums are moist and pink
- Eyes are bright and clear
If you see red flags:
- Your cat needs fluids urgently
- Ask staff: "When did my cat last eat and drink? Did you notice reduced water intake?"
- If they have no records or answer vaguely, this is a serious concern
- Contact vet for advice (may need subcutaneous fluids or hospitalization)
Check 4: Obvious Injuries or Trauma
What to look for:
- Wounds, scratches, or bleeding
- Limping or reluctance to move
- Swelling or tenderness when touched
- Missing fur patches or raw skin
Red flags (URGENT if severe):
- Active bleeding
- Deep wounds or punctures (could be from another cat)
- Severe limping or inability to use a limb
- Large areas of missing fur or raw skin (could indicate fight or stress-grooming)
Normal:
- Minor scratches from normal grooming or enclosure navigation
- Slightly disheveled fur (stress or less frequent grooming)
If you see red flags:
- Ask staff immediately: "How did this happen? When? Was I notified?"
- Take photos before leaving the cattery
- If injury is serious, go to vet before going home
- If cattery didn't notice or report a significant injury, this indicates inadequate monitoring
Priority 2: Important Condition Checks
These aren't emergencies, but they're significant concerns that should be addressed before you leave so staff can't deny them later.
Check 5: Weight and Body Condition
What to look for:
- Does your cat feel noticeably lighter or bonier than when you dropped them off?
- Are ribs, spine, or hip bones more prominent than before?
- Does their belly look sunken?
Red flags (ADDRESS ON-SITE):
- Visible weight loss over a week-long stay
- Spine and ribs clearly prominent when they weren't before
- Sunken, hollow appearance
Normal:
- Slight weight fluctuation (100-200g over a week is normal)
- Cat feels about the same as drop-off
What to do:
- Ask staff: "Did my cat eat normally every day? Can I see the feeding logs?"
- Request written confirmation of feeding amounts and any appetite concerns
- If significant weight loss occurred and staff didn't notice or notify you, this is inadequate care
- Consider weighing your cat at the cattery if they have scales, or at home immediately to document
Context matters: If your cat refused food for 2 days and you were notified (and it's documented), weight loss is explained. If the cattery claims your cat "ate fine" but they've lost 10% body weight, something is wrong.
Check 6: Coat and Grooming Condition
What to look for:
- Is their coat clean and well-groomed, or matted and dirty?
- Is there feces or urine stuck to fur?
- Are there bald patches from stress-grooming?
Red flags (ADDRESS ON-SITE):
- Matted, dirty, or feces-covered fur (indicates inadequate cleaning or cat couldn't access clean litter box)
- Large bald patches from over-grooming (severe stress)
- Greasy or unkempt coat in a cat who normally grooms well
Normal:
- Slightly less groomed than usual (cats groom less when stressed)
- Minor disheveling
- Normal shedding
What to do:
- If your cat has feces or urine in their fur: "Why wasn't my cat cleaned? This suggests they were sitting in their waste."
- If coat is severely matted: "This level of matting takes days to develop. Was my cat monitored?"
- Document with photos
Check 7: Eyes, Nose, and Mouth
What to look for:
- Eyes: Should be clear and bright, not crusty, red, or weeping
- Nose: Should be clean, not runny or crusty
- Mouth: Check for drooling or visible mouth sores (if your cat allows)
Red flags (ADDRESS ON-SITE):
- Discharge from eyes or nose (could indicate URI—upper respiratory infection)
- Red, inflamed eyes
- Excessive drooling or mouth pawing (dental pain or nausea)
- Sneezing or nasal congestion
Normal:
- Slight eye crust in corners (normal morning "eye boogers")
- Minimal clear discharge
What to do:
- Ask: "Did you notice any sneezing, eye discharge, or respiratory symptoms during the stay?"
- If staff say no but symptoms are obvious, this indicates inadequate observation
- URI spreads easily in catteries—if your cat contracted one, cattery should acknowledge it and potentially cover vet costs
Check 8: Behavior and Mental State
What to look for:
- Is your cat behaving like themselves, or showing extreme fear/aggression/withdrawal?
- Are they responsive to you, or completely shut down?
Red flags (CONCERNING):
- Completely frozen, unresponsive to your voice (freeze response—severe trauma)
- Extreme aggression toward you when they're normally affectionate
- Appears terrified of carrier, staff, or surroundings (more than normal stress)
Normal:
- Stressed or anxious but responsive
- Hissing or defensive (common post-boarding)
- Hiding in carrier or backing away
- Relieved to see you
What to do:
- Assess severity: Is this "my cat is stressed" or "my cat is traumatized"?
- If behavior seems extreme: "My cat is showing signs of severe stress. What happened during the stay?"
- Request daily behavior notes to see if trauma was documented
Trust your gut: You know your cat. If they seem fundamentally different—not just stressed, but broken—address it before leaving.
Priority 3: Documentation and Admin Checks
Once you've confirmed your cat is medically stable and not severely injured, check the paperwork.
Check 9: Review Daily Logs
What to request:
- "Can I see the daily feeding logs and behavior notes for my cat?"
- "Were there any incidents or concerns during the stay?"
What to look for:
- Consistent documentation (every day logged)
- Specific details (not just "ate fine" but "ate 75% of breakfast, 100% of dinner")
- Any concerns noted and how they were addressed
- If your cat was on medication, verify doses were given as scheduled
Red flags:
- No written logs exist ("we just remember")
- Vague or generic notes
- Gaps in documentation (missing days)
- Inconsistencies (logs say "ate well" but your cat lost weight)
What to do:
- If logs don't exist or are inadequate: "I expected daily records as part of the service. Can you explain why these aren't available?"
- Take photos of logs if they're provided
- If logs show concerning trends you weren't notified about (not eating for 3 days, consistent hiding), ask why you weren't called
Check 10: Medication Verification
If your cat was on medication:
What to verify:
- All medications were given as scheduled
- Dosages match your instructions
- Any missed doses are documented with explanation
Red flags:
- No medication log exists
- Doses were missed without notification to you
- Staff can't confirm medication was given
What to do:
- "Can you show me the medication log confirming all doses were administered?"
- If medication was missed: "Why wasn't I notified when doses were missed?"
- Count remaining pills/doses to verify usage matches logs
Check 11: Incident Reports
What to ask:
- "Were there any incidents involving my cat during the stay?"
- "Did my cat have any interactions with other cats, or any injuries or health concerns?"
What you're checking for:
- Transparency about any issues
- Proper documentation of incidents
- Whether you were notified at the time
Red flags:
- Staff are vague or dismissive
- Injuries exist but no incident report was filed
- You discover issues that weren't communicated during the stay
What to do:
- If incidents occurred but weren't reported: "Why wasn't I contacted when this happened?"
- Request written incident reports
- Document staff responses
How to Address Concerns On-Site (De-Escalation Script)
You've identified a concern. Now you need to address it without creating conflict that prevents resolution.
The Calm, Factual Approach
Use this script:
- State what you observe (factual): "I notice [specific observation]."
- Ask for explanation (non-accusatory): "Can you help me understand what happened?"
- Request documentation: "Can we document this before I leave?"
Examples:
Concern: Weight loss
- ❌ Don't say: "You starved my cat!"
- ✅ Do say: "I notice my cat feels significantly lighter than drop-off. Can you show me the feeding logs? I'd like to understand their eating pattern during the stay."
Concern: Injury
- ❌ Don't say: "You let another cat attack my cat!"
- ✅ Do say: "I see this wound on my cat's ear. When did this happen? Was I notified? Can we document this with photos and an incident report?"
Concern: Dehydration
- ❌ Don't say: "You didn't give my cat water!"
- ✅ Do say: "I'm concerned my cat appears dehydrated. Can you tell me about their water intake during the stay? I'd like to call my vet for advice while I'm still here."
If Staff Get Defensive
Stay calm and repeat your ask:
- Staff: "Your cat was fine! We took great care!"
- You: "I'm sure you did your best. I still need to see the feeding logs and understand the weight loss."
Escalate if needed:
- "I'd like to speak with the manager/owner about this."
- "I'm going to take photos of my cat's condition now, before leaving."
- "I need this documented in writing before I can pay and leave."
When to Refuse Payment
You can refuse payment if:
- Services agreed upon weren't provided (medication not given, no updates despite paying for them)
- Your cat is in a medical emergency state due to neglect (severe dehydration, untreated injury)
- Evidence of abuse or severe neglect exists
How to handle:
- "I'm not comfortable paying until we resolve this issue."
- "I'd like to speak with the owner about a partial refund given [specific failure]."
- Document everything, pay under protest if necessary to get your cat home, then pursue complaint/refund
When to Leave vs Stay
Leave immediately if:
- Your cat needs emergency vet care (staying to argue wastes critical time)
- You've documented concerns and staff refuse to cooperate
- You feel unsafe or threatened
Stay and address if:
- Concerns are significant but not life-threatening
- You need staff explanations documented
- You want to refuse payment or negotiate a resolution
Prioritize your cat's health over resolving billing disputes. You can file complaints later. If your cat needs a vet, go now.
Before You Leave: Final Checklist
Run through this quick checklist before getting in your car:
✅ Medical emergencies ruled out (breathing, responsiveness, severe dehydration)
✅ Physical condition assessed (weight, coat, eyes, injuries)
✅ Behavior observed (responsive, not traumatized)
✅ Documentation reviewed (feeding logs, medication records, incident reports)
✅ Concerns addressed (explanations received, issues documented)
✅ Photos taken if any concerns exist (your cat's condition, logs, injuries)
✅ Contact information confirmed (if you need to follow up with cattery)
✅ Vet plan decided (going home, or stopping at vet first)
What to Do in the First Hour Home
Even if your cat seemed fine at pickup, monitor closely once home:
Immediate priority (first 15 minutes):
- Offer water (many cats are mildly dehydrated after boarding)
- Offer small amount of favorite food
- Let cat decompress in quiet room—don't force interaction
Within first hour:
- Observe litter box use (should urinate within 2-4 hours of being home)
- Note behavior (hiding is normal, complete shutdown is concerning)
- Monitor for vomiting or diarrhea
Call your vet if:
- Cat doesn't urinate within 6-8 hours of being home
- Refuses all food and water for 12+ hours
- Vomiting multiple times
- Severe lethargy or behavioral shutdown
- Any of the emergency signs from pickup persist or worsen
Most cats settle within 24-48 hours. See our guide on fight, flight, freeze responses after boarding for detailed recovery timelines.
FAQ
Is it rude to inspect my cat thoroughly at pickup?
No. Quality catteries expect and encourage it. If staff seem annoyed by your thoroughness, that's a red flag about their standards.
How long should the pickup process take?
5-10 minutes is reasonable for assessment. If you identify concerns, take as long as needed to address them—you're not obligated to rush.
What if the cattery refuses to show me daily logs?
This is a significant red flag. Professional catteries maintain written records. Refusal to share them suggests either they don't exist (inadequate documentation) or they're hiding something. Request them in writing and consider filing a complaint.
Should I weigh my cat immediately after pickup?
If you're concerned about weight loss, yes. Weigh them as soon as you get home and compare to pre-boarding weight. Document with photos of the scale reading.
Can I refuse to pay if I find problems at pickup?
It depends. If the cattery failed to provide agreed-upon services (didn't give medication, didn't provide updates you paid for), you can dispute charges. If your cat is in poor condition due to neglect, you may refuse payment pending investigation. Document everything and consult with consumer protection if needed.
What if I don't notice a problem until I get home?
Contact the cattery immediately with photos and description. The sooner you report it, the more credible your claim. If it's serious (injury, illness), take your cat to the vet and keep all records.
Should I write a review if I found problems?
Yes, if problems were significant and not resolved satisfactorily. Other cat owners deserve to know. Be factual, include what you observed and how the cattery responded. Avoid emotional language—stick to facts.
What if my cat seems fine at pickup but deteriorates at home?
Some conditions (dehydration, stress-related illness) worsen after the stress of transport home. Monitor closely in the first 24 hours. If your cat declines rapidly, contact your vet and inform the cattery.
Summary: Your Pickup Protocol
Key takeaways:
✅ You have the right to inspect your cat before leaving - take 5-10 minutes to check thoroughly
✅ Prioritize by severity: Critical health (breathing, responsiveness) → Condition (weight, coat, injuries) → Documentation (logs, records)
✅ Trust your instincts - if something feels wrong, it probably is; don't let staff dismiss your concerns
✅ Address concerns on-site - once you leave, your leverage disappears; document issues before leaving
✅ Stay calm and factual - "I notice X, can you explain?" gets better results than accusations
✅ Don't leave if medical emergency - call vet from cattery, address before transport
✅ Document everything - photos, written explanations, incident reports if concerns exist
✅ You can refuse payment for services not provided or severe neglect, but prioritize your cat's health first
Most pickups go smoothly. Your cat will be fine, maybe a bit stressed, but healthy and ready to go home.
But the 5% of pickups that don't go smoothly—those are why you need this checklist.
Because once you drive away, the cattery can deny everything. "We didn't notice that." "Your cat was fine here." "That must have happened after you left."
But if you check before you leave—if you document, if you ask questions, if you insist on seeing records—you protect your cat and hold the cattery accountable.
Don't feel awkward. Don't rush. Take your time.
Your cat deserves that 5 minutes of inspection. And quality catteries respect owners who care enough to check.
Looking for a cattery you can trust? Search PawSpot's cattery directory to find facilities with transparent care and strong reviews.
