We accept payment via all major credit cards. Payment is processed over the phone at the beginning of your call; a receipt is sent to you via email.

Pup Line is open 7 days a week, between the hours of 10am-4pm ET. Hours may be reduced on major holidays.

Pup Line calls last a maximum of 25 minutes, starting from the time you are connected with a trainer.

The trainers at Pup Line are members of our Instinct training teams! They are certified trainers and behavior consultants with years of experience helping dogs and owners with a wide range of training & behavior issues.

Like all Instinct training & behavior recommendations, your Pup Line recommendations will include only practical, positive, dog-friendly methods & techniques. Pup Line trainers & behavior consultants will never recommend aversive, punishment-based techniques.

Almost anything! We can provide you with targeted, tailored advice and solutions for simple obedience and manners issues. For more serious behavior issues, including fear, anxiety, and aggression, you Pup Line call will focus on providing you with the most important exercises and adjustments to implement to keep everyone safe, comfortable, and peaceful until you are able to start a more comprehensive training program.

Pup Line is meant to be complementary to other training classes and programs. Sometimes, a Pup Line call is all you will need to resolve your issues. But many times, Pup Line will give you a nice head start – advice focused on practical, positive, high-impact adjustments to help you & your dog better navigate a particular issue or situation – until you can meet with a local, positive reinforcement-based trainer.

Immediately following your call, your trainer will email you a call recap with links to any resources & training recommendations discussed. Pup Line does not include any post-call support via phone, email or text, beyond the emailed call recap. If you are in need of ongoing, consistent training support beyond your initial phone call, we will happily refer you to your local Instinct location, or another experienced, certified dog trainer in your area.

We are able to provide any additional support you need through our other Instinct Dog Behavior & Training programs! Our board & train and private lessons programs include free, unlimited phone and email support. If you do not live close to an Instinct location, we will happily refer you to a qualified trainer in your area. Just give us a call at 212-828-3647.

We work hard to keep our Pup Line staffed such that dog owners rarely need to wait more than 1-2 minutes to be connected with a trainer. Because we know that if you are calling Pup Line, you want help immediately. In the event there is high call volume, our client counselors will inform you of the current wait time, and offer the option of us calling you back as soon as a trainer becomes available.

Yes! Pup Line is a national service, meaning our trainers can provide you with immediate, ondemand training & behavior support no matter where you live. If you live outside the United States, please call 212-828-3647 and just say, “I’m an international Pup Line caller.”