Frequently Asked Questions

Choosing a pet care company is a big decision and we’re happy to answer as many questions as it takes to earn your trust.  We listed out some of the most frequently asked questions below on our FAQs page

General Questions

What Services Does Trusty Tails Offer?

Do You Have Insurance, Bonding and Workman’s Compensation? And Why Should You Care?

Yes, all Trusty Tails Employees are covered under our Insurance, Bonding, and Workman’s Compensation policies.   Read our Article on Why You Should Care that your dog walker or pet sitter is covered under these policies.

What Are Your Business Hours?

Our business hours are Monday-Friday 9am-6pm and this is the preferred time for you to reach us.  We check voicemail and email periodically on Saturdays and Sundays.  Our Dog Walkers are Pet Sitters are available to work scheduled visits 7 days per week 365 days per year.

How Do I Become a Customer?

Instructions to Set Up an Account can be found here.

What is Your Key Policy?

  • 2 Sets of Keys: Clients agree to provide us with two (2) sets of working keys (please try them) at initial key pickup in order to avoid a charge for an extra visit. If only one set is ready, we will cut another for you for a $10.00 fee plus cost of keys.
  • Doorman: If you have a doorman, your regular walker/sitter would be grateful if you provided us with one (1) set and one (1) set to be left at the front desk with the doorman.
  • Key Pickup:  Is available at the office and scheduled on request via appointment only at no charge. We do not mail keys for security reasons unless via registered mail at the client’s expense. In the event TTPC must pickup/dropoff keys from client residence, the client will be billed a walk/visit. and staff will be paid accordingly for their time in doing such. After one year of inactivity on an account, keys are destroyed.

We require two (2) working sets of keys to your home. One set of keys is provided to the dog walker or pet sitter. The second set of keys is kept on file and stored in our key safe as a backup for emergencies and provided to your backup dog walker or pet sitter when necessary.

What Are Your Holidays?

We are at your service 24/7 365 days per year.  Our Holidays are:  New Year’s Day, MLK Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day and Thanksgiving Friday, Christmas Eve, Christmas Day, and New Year’s Eve.

To compensate walkers and sitters, additional fees apply for the above holidays.

Are You Hiring?

We are always looking for talented, caring, loving individuals to join our team.  If you are interested in a Pet Sitting or Dog Walking position, please fill out our employment application and we will be in touch.

Are you a franchise?

No, we are not a franchise.  We are a small and successful LLC.  The business was started in 2006 and is owner operated by it’s founder, Heather Gaida.   By combining her two passions, animals and business management, she’s able to provide her community with a professional pet care option for those looking for excellent customer service to accommodate their demanding, busy lifestyle.

Scheduling

What Is Your Cancellation Policy?

Cat & Pet Visits / Dog Walks / Day Care:

  • 24-hour Notice is required for cancellation of visits to avoid being charged the full service for the 24-hour period.
  • 48-hour notice is required for holiday cancellations to avoid being charged the full service for the 48-hour period.

Boarding / Overnight Sitting / In-home Sitting:

  • If less than 7 days’ notice, the client must pay 25% of total fee.
  • Should client return early from vacation, full services scheduled is charged.

You can read more on our blog on Why We Have a Cancellation Policy.

Why Do You Have A Cancellation Policy?

You can read about why we implement a cancellation policy here.

What Areas Do You Service?

You can view our services area on our Service Areas page.

Don’t see your area listed?  Reach out to us and just ask. We just might have a sitter in your neighborhood.

What Is A Time Range?

A time range is the window of time that a staff will arrive between to visit your pet or walk your dog.   For example, a dog walk can be scheduled at 10am-12pm, 12-2pm, 2-4pm, etc and the dog walker will arrive to walk your dog within that range.

Why Do You Have Time Ranges?

We hate to over promise.  Things happen that are often out of our control. Providing our dog walkers and pet sitters with a time range allows them the flexibility to handle situations that are out of their control and still arrive at your home on a timely basis

Pet Sitting Questions

Can I Meet My Pet Sitter?

Yes, we totally understand you may want to meet who will be entering your home and caring for your furry friend(s). We are happy to schedule a time for you and your walker/sitter to meet.  However, please know we work together as a team and this sometimes means someone other than who you have met will be sent.  Our first meet and greet is complimentary and on us.  Each one scheduled after that is the cost of a visit, to compensate the pet sitter or dog walker for their time.

Will My Pet Always Have the Same Pet Sitter?

We do our best to provide you with the same dog walker or pet sitter. However, there are occasions when a sitter may request a sick day or a vacation day. If this happens, we have plenty of other qualified, trained and experienced sitters for you and your pet’s needs.

It is important to realize that our staff are usually working towards other goals (i.e. dancing, theater, college degrees, etc.) and their plans are not to be with us forever, thus you may end up with a new walker every so often.  Rest assured, they’re as great as the last one.

Will I Receive Updates From My Pet Sitter About My Pet?

You will receive a status update after each visit you have scheduled.  Your pet sitter will email you and update on your pet, what they did while they were there caring for them.  They will also include a photo or two.   Notes sent via email directly from the scheduling system and can also be viewed in your journal log history in your online account.

Can I Request A Pet Sitter?

Yes. We do our best to accommodate requests.  However, it all depends on each of our pet sitter’s schedules and what their availability is.  Rest assured, we work as a team and are sure to send someone qualified who is available to love and care for your pet while you are away.

How can I Correspond With My Pet Sitter?

You may correspond with your pet sitter through our online scheduling system.  When you send them a message, it will automatically appear in the system for them to read and respond back.

Can I Have My Pet Sitters Phone Number and Email?

No. We do not provide personal contact information for our sitters.  While our sitters love caring for your pets, they are not always available outside of your pet sitting needs.  They may have another job, be in school, etc.

All that said, you are able to contact your sitter through our Online Scheduling System. This provides our office with the ability to respond when our pet sitters cannot and be in the loop on all your pet care needs.

Dog Walking Questions

Do I have to signup for daily walks Monday through Friday?

Absolutely not. We understand some people have irregular work schedules and may need us at different times each week or month. Our online scheduling system allows you the freedom to schedule your own dates and times you would like us to visit. We’ll receive an email notification once your account is updated with your schedule. Then, we’ll assign a dog walker or pet sitter, approve your schedule, and send you a confirmation. And, of course, visit within the time range you requested.

How Many Dogs Will My Dogs Walk With?

For midday walks, when scheduling permits, your dog will walk in a small group of 1-3 other dogs. We do our best to keep our “pack” members consistent so your dog can have friends to get to know, but do not guarantee it.   We do not do giant pack walks of 10+ dogs and we will certainly never tie your dog up outside.

Are There Requirements For My Dog?

  • Current dog license and identification tags attached to collar.
  • Current on all vaccinations.
  • Friendly and socialized towards people and dogs.
  • Have a 4-6 foot leash, no retractable leashes.
  • Please make sure the collar and/or harness fit appropriately to your dogs size.
  • Poo bags are not required, but most certainly appreciated.

What Type of Leash Should I Provide?

We prefer to use a 4-6 foot standard leash. No retractable leashes please.

Do I Need to Supply Poo Bags?

Our staff are equipped with our own poo bags, but are always very much appreciative when they are provided by you.

How Long Are Dog Walks?

The standard dog walk is 30 minutes.  However, depending on the needs of the dog, weather, etc, walks may range from 20-45 minutes.  Additional time can be added in 15 minute increments to guarantee 45 minute or 60 minute walks.

Can I Request a Specific Dog Walker?

Yes and we do our best to accommodate all requests.  However, it all depends on the availability of your dog walker at the time of your request.  Rest assured, we work as a team and there is most certainly someone available to love and care for your dog.

Will I Always Have the Same Dog Walker?

We do our best to provide you with the same dog walker each time you schedule a walk.    However, we cannot always promise it will be the same person.  there are occasions when a sitter may request a sick day or a vacation day. If this happens, we have plenty of other qualified and experienced dog walkers for you and your pet’s needs.  We hire folks with a proven track record of success and only want the best for your pet. It is important to realize that our staff are usually working towards other goals (i.e. dancing, theater, college degrees, etc.) and their plans are not to be with us forever, thus you may end up with a new walker every so often.   Rest assured, they’re as great as the last one.

Do You Offer Daily Dog Walking Packages or Discounts?

Yes. We do offer various levels of pricing based on frequency of weekly schedules.  Please contact us today to find out more.

Can I Have My Dog Walker’s Email and Phone Number?

No. We do not provide personal contact information for our sitters.  While our sitters love caring for your pets, they are not always available outside of your pet sitting needs.  They may have another job, be in school, etc.

All that said, you are able to contact your sitter through our Online Scheduling System. This provides our office with the ability to respond when our pet sitters cannot.

You may also contact us at 201.446.1559, at bark@trustytails.com or through our contact us form.

Group Walk Vs. Solo Walk

There are many benefits to walking in groups or ‘packs’ together as well as benefits to walking solo >>>>>

Billing

How Much Do Services Cost?

Prices for our services depend on many different factors, from frequency of service and number of pets, to the type of service your pet requires.

You can take a look at our starting prices for our services here.

When Will I Be Billed?

The credit card on file in your account is billed each Monday at 1 am for arrears the previous week.  You are automatically emailed an invoiced receipt of the transaction for your records after your card is charged.

Where Can I View My Invoices and/or Update My Billing Information?

You can login to your Trusty Tails Account and select “Billing”.  Here you can view your invoices and update your credit card information and billing address.

What Payment Methods Do You Accept?

We accept Mastercard, Visa, and Discover.  We do not accept cash or check.

Do You Charge Additional for Holidays?

Yes.  Holidays are a very busy time for us.  Trusty Tails charges an additional fee per each service scheduled on all dates listed on our holiday schedule (listed in the FAQs above) to motivate and compensate staff for working on their holiday.

Should I Tip My Dog Walker or Pet Sitter?

Our dog walks and pet sitters don’t expect a tip, but most certainly appreciate it.

If your dog walker or pet sitter did a nice job and you would like to leave a tip, you may put it in a sealed envelope on the kitchen counter with their name on it; or, you may mail it into us and we would be happy to give it to them.

We prefer not to put gratuity on credit cards.

Contact Us

Call us at 201.446.1559, reach out through our contact form or book today.