FAQs
Q. What is the first step?
A. Call or email to set up your free consultation. The consultation is very important as it gives us a chance to get familiar with each other and gives you the opportunity to see us interact with your pets. We know how difficult it is to leave your pets in someone else's care when you are away, and feel it is extremely important that you are comfortable with the people that are coming into your home each day to care for your precious family member. We believe in nurturing pets in their home environment and helping them follow a consistent and reliable schedule so that you return to a happy pet. Please allow 30 minutes for your consultation.
Q. How far in advance should I book services?
A. As much notice as possible is appreciated, but during the holiday season you should book at least two months or more in advance. Please note that calling after the recommended time does not mean that we will not be able to accommodate your request.
Q. How do I schedule services?
A. We have several ways you may schedule our services. You may schedule services by calling our office, emailing us, or logging on to our website. All service requests will be reviewed and you will receive an email confirmation of services within 24 hours of making your reservation.
Q. Is there any paperwork to fill out?
A. Yes, we do have forms to be completed that provide us with comprehensive information regarding your pet(s) and will enable us to give them the best care possible while you are away. We will e-mail you the necessary information or bring it along with us to our consultation visit.
Q. What if I am not comfortable with having a stranger in my home?
A. No one understands this concern more than we do, which is why we insist on the initial complementary in-home consultation. It is imperative that you are comfortable with the people coming into your home to care for your precious pets. Additionally, we are insured & bonded and are happy to provide references.
Q. Will I always have the same sitter?
A. Any one of our qualified sitters may visit your pets. All of our sitters are 100% reliable animal lovers and have been personally trained by Pals and Paws to ensure that each client receives the same first class treatment. You may request a specific sitter; however, we cannot guarantee availability due to illness, vacations, etc.
Q. What is your key policy?
A. We require two sets of keys or garage code/door access (Ex: 2 sets of keys or 1 set with garage code/opener). You can rest assured that once we are in possession of your keys will we not visit your home unless we are providing service to your pets. In the meantime, they are stored safely in an undisclosed location for future service requests. If you would like your keys returned we are happy to do so in person for a $15 fee. Please note, once your keys are returned any future requests are gladly accepted however, there will be an additional fee of $15 for key pickup.
Q. Do you have any breed restrictions or pets that you will not provide care for?
A. We love all dogs and cats and have no restrictions as to breeds. All "household" pets such as cats, kittens, puppies, hamsters, guinea pigs, hermit crabs, fish, birds, etc...are welcome.
Q. Are there any health requirements?
A. All pets need to be up-to-date on rabies and flea treatments. If your pet is sick or contagious please advise us so we can determine if services can be performed and if any special arrangements will need to be made. Please understand these requests are made in the best interest of your pet, as well as other pets we may care for or encounter.
Q. Will you pick up after my dog?
A. If your dog “takes care of business” while in our care, we will pick up after them. Not only is it the law, it helps prevent the spread of diseases to other animals as well as humans.
Q. Do you require a minimum amount of visits per service request?
A. All animals, including cats, birds and small animals, must be seen a minimum of once per day for the duration of the service request. Dogs with no outdoor access will need a minimum of 2 to 3 visits per day. We do not recommend every other day care.
Q. Will my dog be walked on a leash?
A. Absolutely. The law requires a leash of 6 feet and under while in public. Our insurance also requires all dogs be leashed when outside of a secured area or fenced yard.
Q. What are your hours?
A. Monday – Friday 7am -7pm, Saturday 7am – 6pm & Sunday 8am – 6pm. Visits will be performed during these hours; requests outside of these hours will be charged an additional after-hours fee.
Q. What forms of payment do you accept?
A. At this time we only accept cash or check.
Q. When is payment due?
A. All payments are due prior to the start of scheduled service. Reservations for holiday visits will require a deposit of 50% of total services requested in order to hold your reservation, with remaining balance due 5 days prior to the start of scheduled service.
Q. Is there a mileage charge?
A. The first 10 miles of travel is included and starts from your pet sitter’s home. Any additional miles will be billed at $0.50 per/mile.
Q. Is there an extra charge for holidays or weekends?
A. Yes, Saturday and Sunday visits are an additional $5 per visit. There is an extra charge of $10-15 for the following holidays: Presidents Day, Easter, Memorial Day, July 4th, Labor Day, Thanksgiving weekend (Thurs - Sun), Christmas Eve, Christmas Day, New Years Eve and New Years Day.
Q. What is your Cancellation Policy?
A. We require 48 hours notice and the details of this policy will be outlined in your consultation. Please realize you are booking our time, therefore, we may turn away other business to reserve time for you which we may not be able to recover should you cancel.
Q. Why do you ask that I call you upon my return?
A. We ask that you please remember to call within 30 minutes of your arrival home so we know that you have returned home safely and are resuming care of your pet at that time. Otherwise, we will continue our visits to assure the safety and well being of your pets. Additional trips will be added to your bill. Please call at ANY hour of the day or night, and leave a voice message that you have returned.
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