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Questions and Answers

Answers for our pet care services.

  • What services do you provide?
    The most common service we provide is our daily dog walking. We also offer in-home pet sitting which means we will visit multiple times a day to feed, walk, play, and love your furbabies while you are away. We are even able to have our Pet Care Specialist stay overnight at your home but availability is limited. When visiting your home while you are away we will even bring in your mail, packages, water plants, rotate lights and outdoor trash or anything else you may need!
  • How much does it cost?
    Price is based on service time.
  • What are the different ways to save?
    We offer bulk pricing for families who need more than one visit per day. We also have an optional monthly membership program called Sitter Saver.
 We're always working on promotions to help find the pawfect deals!
  • What is the monthly Sitter Saver program?
    Sitter Saver is an optional monthly membership. You can select different custom designed plans based on your needs. These range from discounts on your invoice, waived fees, special access to other service offerings and much more!
  • What are the benefits of Sitter Saver?
    Sitter Saver not only offers savings for invoices. Depending on your Sitter Saver plan it may unlock amazing savings on holidays, weekends, cancelations, rush services and more. Additionally it grants clients to exclusive deals for movies, events, shows, and travel destinations.
  • Do you work on the weekend and holidays?
    Yes, we are available 365 days of the year. There are additional costs for weekends and holidays if you're not enrolled in a Sitter Saver plan.
  • What are the weekend and holiday fees?
    If you're not enrolled in a Sitter Saver plan, weekends have an additional fee of $4.99 per visit and holidays have an average fee ranging from $7.99 to $9.99 per visit. Some visits may see a fee of $25.99 depending on the date in relation to the observed holiday. If the visit lands on a weekend and holiday, both are applied to the cost of your visit.
  • Are your Pet Care Specialists background checked?
    Yes, we background check all of our Pet Care Specialists to ensure only the most trusted and reliable community members are entering your home and joining our team.
  • Will different people come into my home?
    We try to assign each family with a dedicated Pet Care Specialist. We may have a Specialist partner with your primary provider during training. As a Sitter Saver client, you'll have the same person entering your home every single time during that current reservation. If you’re not on a Sitter Saver plan, we may rotate Specialists to maximize availability and cost. We work in small teams that way you're always covered. You’ll be assigned a primary, secondary and an emergency backup.

  • When will I meet the pet sitter / dog walker?
    At the initial assessment you will meet or be assigned your personal Pet Care Specialist who will be working with your pets. If they have an emergency, we will reach out to you to give you the option to send out a different Specialist, but only if you approve the change.
  • How will I know you came to my home?
    We use an amazing app called Time to Pet to communicate directly with you. On this app, you will be able to see when the PCS started and ended the visit, what route they took by viewing a GPS tracked map. 

  • Do you provide details about the visit, my pet and home?"
    Your Specialist will send a “report card" after each visit with anything important that may have happened throughout the visit. The app also notifies you if your pet went #1 and/or #2, we notify you that your home is secure before leaving, the pet was provided fresh water, etc. The app helps ensure clarity, transparency and peace of mind that your Specialist is completing all tasks assigned. We might even attach a stunning photo!
  • How do you get inside my home?
    Your Specialist handling the visits will have access to keys that you provide to us. We require all keys to be stowed away in a lock box in the vehicle, your key is securely locked while not in use. If there is an alarm system, we will require your code to arm/disarm the system.
  • Are you insured in case anything happens?
    Yes, we are insured for up to 3 million dollars if anything were to happen to your pet, home or property.
  • What Precautions are being taken during the pandemic?
    We take our team your health and safety seriously. We are doing everything we can to minimize contact and make it safe for everyone. We follow the safety protocols and guidelines set by the CDC and local and state government orders
  • Where are you located?
    All visits with your pets are completed in the comfort of their own home! We work within a certain radius within our service area and sitter location throughout the Fort Lauderdale / Broward County area. Our address is for team members only or to drop off a check. Our address is 100 SE 3rd Avenue, Suite 1000 Fort Lauderdale, FL 33394.
  • What are your office hours?
    Our office hours for requests, questions, & scheduling are Monday - Thursday 9:30am-7:30pm.
  • Can I request a visit the same day I need it?
    Yes, you can! If you’re not enrolled in a Sitter Saver plan we may apply a fee of $4.99.
  • Are group walks part of your service?
    No, all of our services are one-on-one. We devote our time and attention on just your pet(s). If you have multiple furry family members in your house and they like to walk together, we will walk them in a group!
  • Do you charge for additional pets?
    We include two pets in our pricing. If you’re not a Sitter Saver member, there is a fee of $2.00 per pet after the second pet.
  • What if I don't see any services that are just right for my pet?
    Let’s chat! We understand every pet is different and we’re always happy to make adjustments to our services or customize a schedule just for you.
  • How do I schedule a visit?
    Visits can be requested 24/7 using your free online client portal. We require a meet and greet (Friendship Assessment) with each new client. Once you decide to use our service we will set up your account and show you how to use it. Visits are processed, approved or canceled within our office ours of Monday - Thursday 9:30am to 7:30pm.
  • How do I pay?
    You can manage everything within your client portal. You can pay with a credit card, debit card or ACH.
  • How do I cancel or modify my requested visits?
    Using your free online client portal you can request visits visits 24/7. Visits are processed, approved or canceled within our office ours of Monday - Thursday 9:30am to 7:30pm.
  • Is there a fee if I cancel or change my schedule?
    If you're not a Sitter Saver member we ask for at least a 24 hour notice to avoid cancelation fees. Please refer to our Ploicy page for a breakdown on this topic.
  • Is it free to meet with you so I can decide if this a a good fit?
    It’s free to request your initial Meet and Greet (Friendship Assessment). We come to your home to meet your family and pets to make sure they are comfortable with us. We also discuss what services interest you and go over all the details of what makes us different and what to expect when we care for your pets. We never rush this time together so please allow up to 45 minutes.
  • What is required to reserve my visits?
    We require you to provide all your contact information, pet details, emergency contact information, access instructions and a key if needed.
  • Do you pick up after my pet on each walk and in my yard?
    Yes, we definitely pick up after your pet on all walks. We are supplied with our own waste bags for each visit. We will also clean litter boxes for free. A fee might apply for changing the litter box.
  • What animals do you care for?
    We care for all pets! Really! We care for big or small we can handle them all. Slimy, slithery, wet or full of fur!
  • What hours can you start your services and end?
    It depends on the service! We are very flexible and happy to adjust our schedule to fit yours. So let's chat. Generally, though they can start around 7:30am up until 9:30pm. We can provide care for times outside our normal hours for an added fee.
  • I am a new client and have a last minute trip planned and do not have time for a meet and greet. Can I still schedule pet sitting?
    Unfortunately, no. We like to meet all of our clients before the first visit and learn about the pets, their routine and to make sure it’s a pawfect fit for everyone. Meet and greets (Friendship Assessments) are a huge part of helping us provide the best services for you and to make sure your pet is happy and gets proper care. All pets are different with different habits and personalities!
  • Can I schedule on a holiday?
    Yes! There is a per-visit additional fee for the Thanksgiving, Christmas and New Year holiday season. Other than those holidays, we don’t apply a fee.
  • My pets don't have an ID tag - is that okay?
    Yes, we just require their vet information and we may contact your vet for shot records. But we don’t require an ID tag.
  • I noticed you have several pet sitters - will I get the same person each time I schedule for my pets.
    Yes, you will have the same Specialist per request. We work in small teams that way you're always covered. You’ll be assigned a primary, secondary and an emergency backup.
  • Why should I use your company?
    Your pet will remain in his or her familiar, secure environment and follow his or her customary diet and exercise routine. They’re not exposed to illness of other animals. Most importantly, your pet receives lots of love and personal attention while you are away. Our Specialist have been certified in extensive behavior, safety, and home etiquette training . We have NO black out dates! Our Specialists are backed up by each other in cases of emergency, illness or sitter vacations. Each Pet Care Specialist has passed a background check and are covered by insurance. We are professional, dependable and trustworthy! You and your pet deserve to experience our amazing service.
  • What do you do on a visit?
    Visits are custom to your needs. Our standard service includes outside time, playtime, loving belly rubs and ear scratches and fresh water. If you’re traveling we provide feeding and medication per your instructions, brushing, litter box cleaning or changing, bird cage cleaned, mail and newspaper brought in, plants watered, lights on and off and more.
  • Do you always visit at the time we ask for?
    Sitter Saver clients are provided with a more exact arrival time. If you’re not enrolled in Sitter Saver, we book your visits within a time frame and will be there during that time window. If an exact time is provided or requested we may arrive 30-45 minutes early - but never past the time scheduled unless there is an unforeseen emergency.
  • Do you have an exact arrival time?
    If your visit has an exact arrival time, we may arrive 30-45 minutes early. We will never arrive after the time scheduled unless there is an unforeseen emergency.
  • How much of the visit time is spent with my pet?
    We start the visit on our GPS tracked system once we arrive to the property. This accounts for the Specialists full time on duty. This also accounts for any parking limits based on time if you live in a condo or on a busy street. The full time requested is provided but 5 minutes is typically used for entering, exiting and completing the visit report card details.
  • If my pet has an “accident”, do you clean it up?"
    Yes, we will clean up after your pets to the best of our ability. If there are always accidents, we will might ask you to book an additional visit in the day or a time that might work better for your pet. If accidents are uncommon there is no fee applied. If accidents are frequent or involve a bath we may apply a fee.
  • What information do I need to provide at the Meet and Greet?
    Prior to the Friendship Assessment you'll need to fill out your profile completely. By having this information completed you’ll allow us to dedicate this time to better understand you and your needs. We do ask that your pets are up to date on vaccinations.
  • Do you need keys or a fob?
    We will need a copy of your key so please have this ready. If you have a key pad for your door we will need that code but no key is required. If we enter using the garage please make sure the interior door is unlocked. If you live in a condo building with limited access to extra key fobs, we might not be able to provide services.
  • I live in a condo building. Can the office let you up each visit?
    Our schedules are extremely tight and often times office staff leave for breaks or to show the property. We need independent access to the building and your unit. If a fob is required for the elevator, clients generally leave the fob for us in an envelope at the front desk authorizing us to enter their apartment. We leave the fob back in your apartment on the last visit.
 Otherwise we can't accept the servcice.
  • I wasn’t ready for someone to arrive. Will you come back?
    Our days are tightly scheduled. We arrive within the time outlined so please make sure the property or you are ready for our arrival. We can come back but this is based on availability and will include a fee. We respect your busy schedule, we just ask for the same in return.
  • Do I have to give you a key?
    Most clients do give us 2 keys. Remember you’re protected by our insurance. If we misplace a key, our insurance will cover the cost to install new locks on your home.
  • When is an invoice considered past due or overdue?
    Your invoice is due 24 hours before your first scheduled visit. If your payment isn’t collected we will attempted to charge your payment method on file.
  • When is payment due?
    We ask for payment to be collected in full 24 hours before your first scheduled visit. If we have a payment method on file we will automatically proceed this for you.
  • Do you process payments automatically (Autopay)?
    We will apply your payment 24 hours before your first service is scheduled to start. This means we wait until it’s past due before taking action.
  • Do you require a payment method on file?
    We do ask for you to add a payment method. Most clients have a credit card or debit card for autopay. You can also use ACH or drop off a check off at our office, 100 SE 3rd Avenue, Suite 1000 Fort Lauderdale, FL 33304.
  • Why was I charged without my permission?
    In our terms of service you allow us to process payments when your invoice is past due. Invoices are past due 24 hours before your first scheduled visit.
  • Is there an automatic tip applied?
    We do have a gratuity applied to each invoice in the amount of 18% to show appreciation to our Specialists and to attract and retain top quality talent who are dependable. This can be modified before the invoice is paid. We automatically apply this because most invoices are on autopay. This can be modified before the invoice is due. Invoices are due 24 hours before your first scheduled visit.

  • Can you borrow my key and return it when I arrive back from my trip?
    If you want to avoid the pick up and drop off charges and are truly against giving us a key or unable to do so, we can provide you with a lock box during the consultation. During the consultation we will create a plan and attach the lock box at that time. We will provide you with the code.
  • I live in a secure building, how is that handled?"
    Due to our schedule we are not able to wait for a desk person to let us in the building and up to your floor each day. Plus this would consume your visit time. If a fob is required for the elevator, clients generally leave the fob for us in an envelope at the front desk authorizing us to enter their apartment. We leave the fob back in your apartment on the last visit.
  • What happens in an emergency?
    We’re authorized to act accordingly for emergencies. This might include contacting the police, requesting a lock smith, or transporting your pet to an emergency care animal hospital. Fees may apply based on the actions needed.
  • Can I give my pet sitter / dog walker a tip?
    Absolutely! Your invoice has an automatic gratuity added in the amount of 20% since most invoices are on autopay. This shows appreciation to our Specialists and to attract and retain top quality talent who are dependable. But this can be changed up to 24 hours before the first scheduled visit. If you leave cash for your Specialist leave a note so they are aware it is for them. Gift cards are also a great idea and appreciated.
  • Can I request visits or changes through my pet sitter directly?
    No, schedule needs should be processed through your online client portal or calling 1.833.FURBABY (1-833-387-2229).
  • Can I text or call my sitter directly?
    Sitters don’t have access to your email or phone number. We ask for all communication to go through the client portal so we can ensure top quality care. Our app makes this just as easy as sending a text message.
  • Will a substitute sitter know all the information needed?
    We prefer to have the same Specialist each time. However, If they are not available then a fully informed substitute will be available for back up. All of your information is on your client portal.
  • How do overnight pet sitting services work?
    Our 8 hour overnight service is called a Slumber Pawty. Our work day ends typically around 9:30pm. Your overnight visit starts 1 hour later, 10:30pm. This allows your Specialist to travel home and collect anything they need, wash up or care for their own pets. The service ends at 6:30am. If your Specialist doesn’t have any reason to leave at that time, they may stay longer. You will be sent your report card in the morning after the visit has been completed. No visits during the day are included but we offer discounted rates if you wish to add any.
  • Do you offer any sort of satisfaction guarantee?
    We understand you want to know that your pets are cared for just the way you specify. We will guarantee it every time! If you’re not 100% satisfied with the service that was provided, we will be happy to address your concerns. We believe in lasting relationships, so our service is only complete when you return home and are completely satisfied.
  • Can I have every other day cat visits?
    We feel all cats should be visited no less then once every 24 hours. This is for the health and safety of your furbaby. If you really feel you have a healthy cat, and prefer every other day visits, please talk to us on an individual basis.
  • What happens in severe weather?
    If we’re physically unable to reach your home due to impassable roads, we will contact your emergency contact on file. Your pets’ health and well-being is our utmost concern and we will contact you as soon as possible to keep you informed of these events. This is pertaining to flooding, hurricanes, or severe storms.
  • Do you board pets or have a location for pet sitting?
    We don’t board pets in our home or a building. We provide daily visits for your pets or we can stay overnight. We will customize a schedule to fit your pets needs. Your pets will be much happier in their own home where it’s stress free!
  • Do you offer refunds?
    We are happy to accommodate schedule changes. If your visits haven’t been paid for yet we can update your service needs for free. If payment is issued back to you, we apply your payment to your client portal for future use.
  • Will I receive a refund if I end my trip early?
    We wouldn’t be able to accommodate a refund in this situation. Please understand that we have made time for your visits and may have turned other people down to allow time for your pets. We appreciate your understanding in this matter.
  • What is your mailing address?
    Paws'N Whiskers 100 SE 3rd Avenue, Suite 1000 Fort Lauderdale, FL 33394
  • What happens if I did not leave enough food for my pet(s)?
    We will notify you that there is not enough food so that you are aware and perhaps you have more food in another place in your home. If we need to make a special trip to purchase food, we’re more than happy to do so. We will bill your account for the cost of the food and a possible fee for the time. This is a stress free process and your credit card will be charged automatically.
  • How will I get my key back if I move or discontinue service if you are keeping my keys on file?
    We’re happy to mail your keys upon your request if you have kept your keys on file with us as a ready key. The fee will be $5 plus shipping. If you need them to be dropped off, we can arrange that as well. We will bill this as a 15 minute visit for our time.
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