FREQUENTLY ASKED QUESTIONS
Yes! We Have Specialized Insurance & Bonding through "The Pet Sitter's Associates LLC" for all Our Services.
We are Primarily Located in North West Philadelphia. We Service All Our Surrounding Neighborhoods of West Central Germantown, Mt. Airy, Manayunk, Roxborough, East Falls, Chestnut Hill, & Other Nearby Neighborhoods. For Our Day Care and Boarding Services Our Pets Are Cared for in Our Sitter's Primary Residence. For the Safety of Our Team Members We Do Not Give Out Any of Our Sitter's Addresses Until a Service is Booked & Paid For.
We Provide All Of Our Services Seven (7) Days a Week & All Year Around. Please Ask Management or Check the Highlighted Time Blocks in the Portal for Availability. Each Service has its own Availability (This is Based on Demand, Sitter Availability, & Other Factors). During Your Pets Stay with Us Please Communicate With Us Using the Online Portal or E-mail (info@phillypawsclaws.com). We Are Always Checking Our Communication Browsers However Please Allow Us Up to 48 Business Hours to Respond. Emergency Services Are Only Offered to Existing Clients & For Pets Currently Scheduled Under Our Care.
Office Hours:
Monday: 9am to 5pm
Tuesday: 9am to 5pm
Wednesday: 9am to 5pm
Thursday: 9am to 5pm
Friday: 11am to 4pm
Saturday: Closed
Sunday: Closed
Major Holidays: Closed
Scheduled Drop Off & Pick Up (Day Care & Boarding Only):
Monday: 8am to 7pm
Tuesday: 8am to 7pm
Wednesday: 8am to 7pm
Thursday: 8am to 7pm
Friday: 8am to 7pm
Saturday: 8am to 5pm
Sunday: 8am to 5pm
Major Holidays: 8am to 5pm
Drop In Visits & Dog Walking Hours:
Monday: 7am to 10pm
Tuesday: 7am to 10pm
Wednesday: 7am to 10pm
Thursday: 7am to 10pm
Friday: 7am to 10pm
Saturday: 7am to 10pm
Sunday: 7am to 10pm
*Please be advised Walks, Visits, & Other Services are available in
2-3 hour scheduled time blocks. Please allow us enough time to complete our visits as different factors may play a roll in not being able to be available at your requested time. We will try and accommodate your preferred time but we have scheduled time blocks that you may choose within our portal! Not all time blocks are available each day so please check the portal for availability.
House Sitting Hours:
Monday: 5pm to 8pm - 5am to 8pm
Tuesday: 5pm to 8pm - 5am to 8pm
Wednesday: 5pm to 8pm - 5am to 8pm
Thursday: 5pm to 8pm - 5am to 8pm
Friday: 5pm to 8pm - 5am to 8pm
Saturday: 5pm to 8pm - 5am to 8pm
Sunday: 5pm to 8pm - 5am to 8pm
*For our house sitting services we arrive between the above times and stay for 12 hours overnight. The service comes with one afternoon check in the following day. For additional check ins or services there is an additional fee.
Grooming
Please Ask Our Office for Our Grooming Availbility.
They Are! When Our Sitters Are A Prospective Hire They Are Background Checked, Screened with Previous Employers/ Professional References, Interviewed Twice, & Then Trained for Approximately 3 Weeks. The Sitter's Training is Not Complete Until They Meet all Necessary Requirements and Management Signs Off. Once Our Sitter's Are Trained They Are Sent Out In the Field to Care for Our PP&C Fam!
After Our Sitters Spend 6 Months with Us They Are Required to Complete A CPR & First Aid Course to Better Enhance Their Pet Care Skills in The Unlikely Event of An Emergency. Attendance to Our Bi-Annual Classes with a Dog Behavior Specialist is Required with Our Staff. Where They Learn a Dog's Body Language, Common Communication Signs, & Basic Training Skills.
If a Medical Emergency Arises, We Will Contact you, or Your Emergency Contact & Take Your Pet to the Nearest Emergency Vet. Please Note, if We Cannot Get Ahold of You or Your Emergency Contact We Will Use Our Best Judgement and Use the Veterinarians Recommendation to Care for Your Pet.
If you Haven't Created an Account Already You Can by Clicking this Link! Once you Fill Out the Form Please Check Your Email to Finish Setting up Your Account. Before Booking, Things like Having a Credit Card on File, Uploading Your Pet's Vaccine Records, etc are Required to be Completed. All Services Except for Grooming Require a Meet and Greet before Scheduling Your First Service.
If you are a Returning Client Please Click this Link to Bring You to Your Account! If you Need Help Accessing Your Account Please let us Know by Sending us an Email at (Office@phillypawsclas.com) We Will Respond to You within 48 Business Hours.
Boarding & House Sitting: If you need to cancel one or more of these services please give us a Three Business Days notice so there is no cancellation fee. If notice is given less than three business days please be advised there is a cancellation fee equal to 50% of the total cost of the stay, up to one week. If cancellation is made the same day a 100% cancellation fee will apply, up to one week. For one night stays a two night minimum charge will apply. These fees are non-negotiable.
Grooming: If you need to cancel your grooming appointment please give us a by end of business the previous business day of cancellation. If notice is given after our office is closed or if an appointment is missed a 75% cancellation fee will apply for each pet (this amount is dependent on package and dog size selected when the original appointment was scheduled). If you need to reschedule there is no fee but notice must be given within 12 hours of an appointment. If the second appointment is missed, rescheduled, or canceled a 75% cancellation fee will be applied (this amount is dependent on package and dog size selected when the original appointment was scheduled).
Dog Walking, Drop-In Visits, Day Care, Taxi, & All Day Services:
If you need to cancel one or more of these services please give us notice by the end of business the previous day before the visit begins. If notice is given after the previous business day the full fee Packages: All package sales are final. Any packages sales that are not used to their entirety or any unused services will not be refunded. All packages must be used within 45 days after purchase.of the service applies.
Packages: All package sales are final. Any packages sales that are not used to their entirety or any unused services will not be refunded. All packages must be used within 30 days after purchase.
*Please be advised for cancellations of services that have already begun there is no refund. We have reserved an allotted time for your pet(s) care and cannot issue a refund.
Please View a List of Our Most Current Policies Here
We take a look at everything we will be responsible for. Our sitters go through a checklist that includes items such as:
Food & Water Dish Location
Extra Food Location
Meal Prep Instructions
Medical Concerns & Medication Instructions
Favorite Toys
Where to Put Scooped Litter / Poop Bags
Plant Watering Instructions
Mailbox Instructions
Setting up your Lockbox, Smart Lock Code, or Obtaining Two Copies of Your House Keys.
Going Over Your Pet’s Usual Routine
Any Other Details Concerning your Visits
“Setting up The Door” For Dogs – We also “set up the door” in a way that simulates how your dog will react when we come to your house while you’re away. It’s really easy- we’ll all go outside for a couple of minutes, then your sitter(s) will go inside to meet the dogs by themselves. As long as your dog reacts well and lets us get near them/pet them/put a leash on, we know we are good-to-go for your visits!
We Work as a Team and Do Not Assign a Specific Walker or Pet Sitter to Each Pet. You are Hiring the Company and Not an Individual. All of Our Sitters are Experienced, Vetted, Background Checked, and Provide the Same Level of Care. For All Our Services We Prefer to Keep the Same Sitter When Possible. However the Sitter May Experience an Emergency, Already be Booked, Has the Day Off, etc.
There are Different Pets to See Every Single Day. Our Team's Schedule is Developed Based on Our Client's Needs, Requested Time Blocks, Visit Locations, etc.
We Offer Services to All Our Furry, Scaly, & Bald Animal Friends Who Live in Your Homes! We Also Accept All Breeds and Species. However, We Currently Do Not Offer Services for Larger Animals Such as Horses, Cows, Goats, & Other Farm Animals.
Our Priority is Safety! We Are Unable to Care for Any Animals Who Are Extremely Food Aggressive, Are Not Caught Up On Required Vaccines, or Have a History of Biting, Fighting or Attacking Other Animals or People.
When You Book a Stay or Visit with Us We Provide a Daily Update with Photos! For Our Overnight & Day Care Services we Do Send a Couple Pictures Every 24 Hour Period. For Other Services Such as Walks/Visits We Provide an Update After each Visit. f you'd Like Further Updates Please Just Send us a Message and We'll Get Back to You as Soon as We're Able. Rest Assured, Your Pet is in the Best Possible Hands!
Your Pet's Report Card Will Tell You if Your Pet Has Used the Bathroom, Eaten, Gone for a Walk, & Any Other Pertinent Information!
Yes We Can!
If your pet needs to take oral daily, weekly, or monthly medication during their stay with us please fill out the required forms so our pet care team has the authority to administer your pet's medication properly. A surcharge may apply for us to administer medication during their stay with us. We currently are unable to provide injectable medications.
*At This Time We Do Not Administer Injectable Medications
For overnight services we encourage a two night minimum but do offer one night for an additional price.
Service requests made the same-day or after office hours notice are subject to a $10 surcharge for pet care and $25 for overnight night care with the already agreed upon service pricing for existing clients.