Q. Eddie, how did you get started in the pet sitting industry?
In a nutshell, I started pet sitting when I was 20 yrs old back in 2010. I worked for a pet sitting service all throughout college, and after “learning the ropes,” I decided to try my hand at starting my own pet care business. Working alongside great people who were passionate about animals as I was, motivated me to do the same thing - to create a business of my own in where a day’s work was filled with playing, caring, and interacting with all sorts of wonderful pets. I love my “job” and feel incredibly lucky that I am able to make a living centered on something I thoroughly enjoy.
Q. Eddie, how are you different from other pet sitting & dog walking services?
Having worked for a number of years in the pet sitting industry, I have seen many pet sitting companies come and go. What I bring to the table is unique in the way that this is 100% my full-time job. That means taking care of your pets and giving you peace of mind is my top priority. Toby’s Pet Care doesn’t operate merely on weekends or whenever I have free time, like other pet sitting companies do. My clients receive the best possible pet care because I’m not simply a pet sitter or a dog owner, I’m a pet parent who truly sees pets as what they are - family members.
Q. How will I know when you arrive?
For your peace of mind, all visits are scheduled through a high tech online scheduling software which means no pet is ever left behind! You may log in to your customer portal at anytime while you are away/at work to see whether visits have been completed and to check for any memos + picture updates.
Q. Is your company insured?
Yes, Toby's Pet Care is licensed, bonded and insured for your protection, and we are more than happy to email you copies of our certificates if you wish to see them.
Q. How long are the pet sitting visits?
Our standard pet sitting & dog walking visit lasts between 25-30 minutes. A longer visit option, for an additional $5 ensures we stay with your pets between 40-45 minutes. Overnights last approximately from 8pm to 6am.
Q. What services do you offer?
Toby’s Pet Care provides in-home pet care. So, whether you are someone who travels often, works late, or even if you’re home, but need pet care services, we are here for you. Our clients are mostly dog and cat parents, but we'll also visit hamsters, birds, rabbits, horses, etc. We offer three types of services: pet sitting, where we come to your home (if you’re vacationing, out of town, working late etc.), dog walking, so your dogs can burn off their energy and relieve themselves, and overnights, where we sleep over at your house while keeping your pet company.
Q. What is a Meet & Greet and is it necessary?
Yes, a Meet & Greet is absolutely necessary prior to service. This is a 30-45 minute consultation in where we will verify all your information in our online scheduling system is correct, get acquainted with yourself and your pets, and go over your pet's routine to adequately provide the right care.
The charge for a Meet & Greet is $20 which is due before or at the time of the consultation.
Q. What are the payment options? Can we pay when we get back?
Payment is due at the time or prior to service. You may pay in cash, by check or make a credit card payment through your customer portal. If paying by check, please make it payable to Toby’s Pet Care.
Q. What is your key policy?
During the initial Meet & Greet, a copy of your house key will be taken and used to access your home during the scheduled services. For your convenience, most clients opt to keep their key with us for future bookings. If you wish, we will make an additional trip to your home after the end of your service to return your key back for a $10 fee. Any subsequent key pickup/drop offs will be charged $10 each way. There is no option to have your keys dropped off to us at this time. Due to liability issues we will not hide your key under a mat or toss it under it a closing garage door. All keys are marked with only your pet's name, and are unidentifiable to everyone else. When not in use, all keys kept on file are securely stored in a locked safe.
We encourage you to watch this short video blog post where we go over how Toby's Pet Care ensures your key and personal information always remain secure.
Q. Can I use a garage door opener remote instead of a key?
For dog walks, this is usually fine. However, If you’re going away for any amount of time and will need us to do feeding, a key works best. If there happens to be a power outage while you are away, we will not have access to your pets! It is the client’s responsibility for any missed visits due to a malfunction or power outage if using a garage door opener remote.
Q. Can I call you to check in on my pets while I am away?
Absolutely! You can get a hold of Toby's Pet Care through 3 different ways. You may call, email, or send a message through your customer portal, whichever works best for you. Most clients enjoy receiving a short message along with a picture or two through their customer portal after each visit, and we're more than happy to do that for you.
Q. Do you do last minute requests?
When booking services, it is best to call ahead and schedule visits at least 5 days in advance. By doing so, we are able to book you in and make sure we have availability. For requests put in less than 5 days before you need services, we cannot guarantee we'll be able to fit you into our schedule, and there is a $10 last minute service fee if we can fit you in. Please be courteous and schedule early 🙂
Q. Are there any extra fees during the holidays?
There is a $10 Holiday Fee per visit on the dates below. This holiday fee is a thanks to our staff for giving up their holidays to spend it with your pets.
Easter: April 14th, 2017 - April 16th, 2017
Memorial Day: May 27, 2017 – May 29, 2017
Independence Day: July 1, 2017 – July 4, 2017
Labor Day: September 1, 2017 – September 4, 2017
Thanksgiving: November 22, 2017 – November 26, 2017 (clients must book early and pay a deposit in order to reserve their dates)
Christmas: December 23rd, 2017 - December 26th, 2017 (clients must book early and pay a deposit in order to reserve their dates)
New Years: December 27th, 2017 - January 1st, 2018 (clients must book early and pay a deposit in order to reserve their dates)
Q. Do you administer medication?
Yes, we will administer oral medication, ointments, and injections. However, if your pet is is shy or extremely timid to the point that giving medication will be a problem, we may choose not to take on the pet sitting assignment.
Q. Do you provide care for pets with aggression issues?
If the pet has bitten someone in the past, then no, we cannot provide service. If however, your pet is simply a little skittish and just growls when meeting someone new, we will work with you and your pet to get them to feel comfortable. Oftentimes, you can win them over with just a couple of treats! If additional visits are required to socialize with the pet, the standard pet sitting rate of $25 will apply.
Q. What happens if my pet gets sick while I am away?
If we suspect that something may be wrong with your pet, we will call you at one of the contact numbers you provided in your customer portal. If you feel it is necessary to take your pet to the vet, she will be transported to the veterinarian’s office for examination and treatment.
Q. Do you offer pet boarding?
No, Toby's Pet Care offers in your home pet sitting. Read this great blog post we wrote on why in home pet sitting is the superior choice when it comes to pet care.
Q. What is your cancellation policy?
Standard Cancellation Policy
For Occasional Pet Sitting, Dog Walking & Overnights: At least a 48 hour cancellation notice is required. Cancellations put in less than 48 hours from the initial start date will be subject to a $20 cancellation fee.
For Regular Clients Who Book Every Week: If you cancel your visit before we arrive, there is no charge. However, if we arrive for your visit and you happen to be home or simply forgot to cancel, a full visit amount is charged.
Cancellation Policy During Holidays:
In order to secure your holiday dates, all clients must pay 50% of their total invoice when you first schedule services. This payment serves as your non-refundable deposit.
*Cancellations During Holidays Must be Made 7 Days in Advance From Initial Start Date
Please note that holidays get extremely busy and your deposit guarantees you have a spot in our schedule. Since Toby's Pet Care does not overbook, we regret having to turn down people away only to have short notice cancellations later. Because of this, if you schedule services during the Thanksgiving, Christmas or New Years time period and then cancel 6 days or less from your initial start date, your 50% deposit will be forfeited and cannot be used as a credit towards future bookings. Holiday deposits that are eligible for refunds may be used for future reservations and are good for up to (6) months.
Q. Do you have office hours?
Yes, you can reach us by phone, email or through your customer portal and expect a reply right away or usually within an hour or two if you contact us between 9am-5pm, Monday through Friday. All matters that are non-urgent will be returned on the next business day.
*Please note this is only the time we take inquiries and reservations, and not just the times services are offered.