What Are Your Hours?
Office Hours: 9am – 5pm, Monday – Friday During this time we return calls, fill schedule requests, etc.
Service Hours: Pet sitting and dog walking visits are made between 7am and 7:30pm. Overnight visits vary depending on the service.
When the office is closed, calls are monitored for pets in our immediate care and for emergencies. All other calls will be returned during our regular business hours.
Why Should I Use A Professional Pet Service?
There are several reasons and we’ve listed the top ones here for you:
- Your pet remains in the comforts of his/her own home and on their routine.
- Diet and exercise routines are uninterrupted.
- Kennel activity can be stressful for some animals and increases chances of pet illnesses.
- Your pet receives one-on-one love and attention while you are away.
- Travel trauma for both owner and pet is eliminated.
- You won’t have to rush back by a set time to pick up your pet or pay for an additional night because you can’t make by closing time. Instead, your pet is waiting happy and healthy at home when you arrive.
- You do not need to impose on neighbors, relatives or friends. (I am often stopped and asked for my card so they can give it to someone because they are the ones being asked and don’t want to hurt your feeling. Trust me, they really don’t want to care for your pet, they have a life of their own and watching someone’s pet is a daily commitment).
- Your home is more secure by the activity in and around your home while you are away.
- You will have peace of mind that comes from knowing your pet and home is being cared for by a professional.
What Does A Professional Pet Sitter or Dog Walker Do?
Veterinarians will tell you that in-home pet care is the preferred method of care when you have to be away. Pet sitters and dog walkers make this possible with daily visits caring for your pet and home. From feeding to exercise, playtime, sifting litter boxes, administering medication, and dog walks, they also provide vital home care services. Making sure you home has the lived-in look for security they will bring in your mail, packages, newspaper, care for your plants, place the waste can outside for pick-up and bring it back, rotate lights and blinds, along with checking for temperature control, and anything unusual like water leaks, replacing chirping smoke alarms and more. A professional pet sitter provides peace of mind for you.
Why Should I Use Your Company When I Might Be Able To Get A Friend, Neighbor, Or Kid Down The Street?
While it’s certainly wonderful to have a trusted friend, neighbor or child down the road that’s willing to help you out, it may not always be the right decision. Reports exist of circumstances that have arisen with little or no recourse when choosing this option. We are a professional service, insured and bonded to cover both of us should anything go wrong, certified through the National Association of Professional Pet Sitters, certified in Pet First Aid/CPR, professionally affiliated, and we believe we can always do better so we have partnered with FetchFind, an industry leader in continuing education for pet care professionals. This is what we do.
How Do I Get Started?
You can give us a call at 360-348-6561 or fill out our contact us form and we will give you a call. We will discuss your needs and reserve a meet and greet consultation to meet with you and your pets.
What Happens During My Consultation?
This is an opportunity to meet your new pet caretaker and for us to meet your pets. We will also go over your instructions, take a mini tour of your home to see where your pet sleeps, eats, and plays, answer any questions you may have, review our Service Agreement and Cancellation Policy, and collect two sets of home keys. It is important that the client completely fills out their Preregistration Form prior to the meeting.
Consultations will typically lasts 20-30 minutes and are complimentary* only if services are contracted.
If a second consultation is requested for any reason after the initial or you wish to meet with an additional team member, we would be happy to stop by for a visit however, there will be a fee of $15 per visit.
*Should services NOT be contracted, there is a $25 charge payable at the time of your consultation.
How Do We Request Or Cancel Visits?
When you become a customer of Totally Tails Pet Care Services, we will email you instructions on how to access your own private profile in our system. We ask that you use our online system to request service, make changes, or cancel. Once you have submitted a reservation request, we will check our availability. Your reservation is only confirmed when you have received a final confirmation. If you have a last minute request we will do our best to accommodate you but please understand that our schedule may already be filled. For holidays, please plan ahead so we don’t disappoint you. For cancellations, please call the office at 360-348-6561 or email firstname.lastname@example.org
. Please note that sitters/walkers cannot make changes to your schedule.
Do you require a deposit?
We only require a 50% DEPOSIT at the time of booking for all VISITS OVER THE HOLIDAY SEASON. The
HOLIDAY SEASONS includes:
- Thanksgiving Weekend – beginning Wednesday and extending through Sunday
- Christmas Week – beginning the Monday prior to Christmas and extending through New Year’s Day
- Memorial Day Weekend – beginning Friday and extending through Monday
- Fourth of July Holiday
- Labor Day Weekend – beginning Friday and extending through Monday
What Is Your Cancellation Policy?
We understand that plans can change. Since we adhere to a strict policy of NO OVERBOOKING, we will turn away business in order to accommodate your schedule. For ALL services listed below, if a cancellation has not been submitted and your sitter arrives at your home to provide care, only to find out we are not needed, your account will be charged the visit fee. Acts of God (weather, etc.) will be considered on a case-by-case basis.
- DOG WALKING SERVICES: Cancellations made after 8am on the day of a scheduled visit or series of visits are non-refundable/credited.
- VACATION VISITS: No charge. We only ask that you provide us with as much notice as possible if you need to change a previously scheduled service. (Exception: Holidays)
- EARLY RETURNS: An early return does not constitute a refund or credit for services not used as sitters cannot be booked for other clients services.
- HOLIDAYS: Cancellations received within seven (7) days of your start date will have a cancellation fee of 50% of your invoice.
- DOG TRAINING: Cancellations received within 24 hours prior to scheduled session will be billed for the full visit less travel time.
- OTHER SERVICES: Cancellations received within 24 hours prior to service, will be billed for the full service.
How Do I Pay For My Reservation?
We will email your confirmation and service quote upon confirmation of your reservation request. Approximately 8 days before your service start date, a reservation reminder is emailed to you. For first time customers we ask for payment at the consultation. For existing customers, payment is due on or before the service start date for pet sitting and occasional dog walks. For recurring dog walking customers, payment is due at the beginning of each month. We ask that invoices be paid prior to your service start date through our online client portal. We accept Visa, MasterCard, & Discover. You may also leave a check or cash on your kitchen counter in a marked envelope however, we prefer our staff not be responsible for collecting or carrying payments.
Late Fee & Returned Check Fee: All amounts unpaid after 30 days from the first day of service will incur an interest fee of 10% per month on outstanding balances. Please note, we will be unable to continue service with a client who is currently past due. Each check returned for NSF will incur a $25 service fee
How Do I Tip My Sitter?
Your sitters care for your pets with a great deal of love and will frequently go above and beyond the call of duty. While not expected, if you were provided with great service it is appropriate to tip your pet sitter 10-20% of your total bill if you so wish. We ask that you leave a tip on your kitchen counter in a marked envelope.
Are Your Employees Bonded, Insured, & Background Checked?
Yes, absolutely, for your protection!
What Is Your Key Policy?
We ask for two methods of entry to your home: two working sets of keys, a key plus either a garage code, hidden key, or keypad code. We also ask that you ensure all keys, garage door openers, keypads, etc are in working condition prior to your departure. In case of power outages or battery failure, we need a backup entry plan. You may elect to purchase a lock box from us for a fee of $20 if you prefer not to give us a key (local store purchase is around $30). We prefer to retain your home key in our locked security boxes. Keys are coded in a manner that if lost has no connection to your home, for security reasons.
For key pick-up or drop-off after the initial consultation, there is a fee of $10.00 for each trip to your home. For safety and security reasons, we will not leave keys on the counter and lock the door behind us.
Do You Charge Extra For Holidays?
We offer to send all our clients complimentary updates via email after every visit along with a photo of your pet. The time/date that you receive the update is NOT an indication of the time/date that we visited your residence or provided care for your fur-babies. Also, please keep in mind that you may not receive updates for reasons such as service area restrictions, etc. from your provider.
How Will I Know How My Pet Is Doing?
Yes, a $5 holiday surcharge will apply to each visit ($10 for each overnight visit) for major holidays: NY’s Eve & NY’s day, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Eve & Christmas Day. The holiday surcharge is 100% passed to your sitter for taking time away from their families.
Do You Offer A Referral Program?
Yes, every time you refer someone to us, who utilizes any of our services, you will receive a $25 credit! It’s that easy! We will automatically apply it towards your next service and the best thing is, there is no limit!
What If My Pet Has An Emergency?
In the event of a medical emergency, Totally Tails Pet Care is authorized by the client to seek emergency veterinary care with release from all liabilities related to transportation, treatment, and expense. Should specific veterinarian be unavailable, Totally Tails Pet Care/Sitter is authorized to approve medical and/or emergency treatment (excluding euthanasia) as recommended by a veterinarian.
Do We Get To Meet Our Sitter?
Yes, in fact your sitter and a member of management will be in attendance at your initial free consultation. In the case of a newly assigned sitter, most customers opt to have a member of management accompany the sitter for introductions to your pet and your routine. You may also elect to meet the sitter for an additional fee.
Do We Get The Same Sitter Every Time?
Our goal is to provide you with the same sitter on each visit but the beauty of our business model is that we have a team of local, qualified, bonded, insured, and background checked professional sitters that are experienced and waiting to help you out. Pet Sitting can be a 24/7 job and is a commitment. We like to provide our team with regular time off and provide coverage in case of an illness, vacation, or an emergency to give them a work/life balance.
What Happens If My Sitter Is Sick Or Has An Emergency?
Your service will never be interrupted. If your sitter is unable to visit your pet while you are away a backup sitter will be dispatched to take over care of your pet. All visits throughout the day are monitored by management through our state-of-the-art- software, Pet Sitters Plus. On a side note, this is why it is important to ensure your profile is up-to-date…so any backup sitter has current information regarding your pets routine.
Uh Oh! I Forgot To Buy Pet Food, Litter, Etc...Can You Pick It Up For Me?
We ask that you make sure we will have enough supplies to last for the duration of your service however, we will always do what is necessary for your pet’s health and wellness by picking up necessary items. A trip fee will be applied along with the cost of item/s purchased.
Will You Visit My Pet Every Other Day?
No! Our visit minimums are veterinarian recommended and industry standard. Dogs require visits no less than 12 hours apart with three visits per day recommended. All cats must be visited at least once in a 24 hour period.
Will You Enter My Home If My Cleaning Lady, Repair Person, Friend or Contractor Is There?
We prefer not to but will as long as arrangements have been made through the office. Many people will schedule work to be performed while they are gone. General contractor’s come and go throughout the day. Not only is it uncomfortable for your sitter, but at times there presence may prohibit us from doing parts of our jobs.
Will You Job Share With Other Sitters, Family Members, Friends, or Neighbors?
We get asked this question frequently and will consider this on a case-by-case basis. We prefer that no other individual provide pet care services at the same time that we do for liability and accountability reasons.
Can You Take Out My Trash and Get My Mail?
Yes, of course! We will bring in your mail, packages, newspapers, set out your waste cans, pull them back in, water up to 5 indoor/outdoor plants, rotate your blinds, turn lights on/off at no extra charge. Just make sure to communicate your expectations with your sitter during your consultation.
Do You Clean Up Dog Waste During Walks?
Yes, we do. On a side note, we try to be an integral part of the environmental conservation community to help protect our oceans and land. One of those practices involves using biodegradable poop bags instead of recycled grocery bags. We ask that you provide biodegradable bags.
What If I Want To Book My Dog For A Hike Adventure?
In order to ensure that all dogs on our excursions have a safe and fun time, we ask that every dog:
- Exhibit positive social behavior with other dogs and people
- Have had up-to-date vaccinations
- Have a buckle, clip, or martingale collar (no choke chains or pinch collars)
- Have a valid license on their collar
- Female dogs in heat may not participate
What Is Your Policy If The Weather Is Bad?
During cold weather, we reserve the right to substitute walks with a potty break and indoor play. We take wind temperature, hazards, and your dogs reaction to the weather into consideration when we make the decision to substitute. These will be noted in your journal notes. During rainy weather, we will continue to walk your dog, even in pouring rain, if your dog will. If it is thundering, lighting, or hailing – we will either move your appointment time or substitute with potty break and indoor playtime. Regardless of weather, we will be there to care for your pet.
Will You Dry Off My Dog After A Walk?
Certainly! We live in the Pacific Northwest and that means rain and muddy paws and we do our best to towel off your dog. If you have any special instructions, please let us know.
Will You Clean-up If My Pet Has An Accident?
Yes, accidents happen. However, when booking two pet sitting visits or less per day with frequent and/or severe accidents occurring, additional rates may apply for clean-up, and we may require you to up your visits for the remainder of your booking.
What Types Of Animals Do You Care For?
We care for most domesticated animals and farm animals as long as they don’t pose a danger to our sitters. We do not care for animals with a history of biting, fighting, or attacking other animals or people.
Will You Visit My Pet If There Is A History Of Aggression?
Unfortunately, no. We do ask if your pet has a history of aggression and we hope you are up front and honest with us. Our sitters and walkers are trained in behavior signals but they are not behaviorist or trainers. If a sitter or walker cannot enter your home because of your pet, the office will contact you for alternate arrangements and additional charges may apply.
Does My Pet Need To Be Vaccinated?
In general, we recommend that all pets be vaccinated however we do discuss this on a case-by-case basis with our clients. We understand and respect the opinions of our clients and we also recommend that you be proactive in discussing the pro’s and con’s of vaccinations with your veterinarian.
What If My Pet Has Fleas?
For the health of all other pets we visit on a daily basis, we recommend all pets to be on a flea treatment program. Contact your veterinarian for product recommendations specifically for your pet.
Can I Request Last Minute Reservations?
Sometimes emergencies happen – our goal is to help you when you need it most, even at the last minute. However, do not assume that we have received your last minute request until you have received a confirmation. Reservation request that are submitted over a weekend will not be confirmed until Monday during our regular office hours.
What Do I Need To Do Before I Leave?
We ask that you update your pet and home profile if any changes have occurred and to check all supplies to ensure we have enough for the duration of your time away. It is also the pet-owner’s sole responsibility to pet-proof any areas of the home and/or property to which the pet has access. This includes thoroughly inspecting fences, gates, latches, doors and other devices meant to keep the pet inside or away from any “forbidden” areas. The pet sitter does not assume and has no liability for any injuries the pet may sustain while in its own home.