Question 1

Are You Insured & Bonded?

Accepted Answer

Yes! We Have Specialized Insurance & Bonding through "The Pet Sitter's Associates LLC" for all Our Services.

Question 2

Where Are You Located?

Accepted Answer

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.

Question 3

What Are Your Hours of Operation?

Accepted Answer

Office Hours:Monday: 9am to 5pmTuesday: 9am to 5pmWednesday: 9am to 5pmThursday: 9am to 5pmFriday: 11am to 4pmSaturday: ClosedSunday: ClosedMajor Holidays: ClosedDuring business hours, we do our best to respond as quickly as possible. Please allow up to 48 business hours for a response, especially during peak seasons and holidays. For the fastest service, please message us through the TimeToPet Portal (email is also monitored during office hours). Emergency services are only available to existing clients with pets currently scheduled in our care. Scheduled Drop Off & Pick Up (Day Care & Boarding Only):Monday: 8am to 7pmTuesday: 8am to 7pmWednesday: 8am to 7pmThursday: 8am to 7pmFriday: 8am to 7pmSaturday: 8am to 5pmSunday: 8am to 5pmMajor Holidays: 8am to 5pm Drop In Visits & Dog Walking Hours:Monday: 7am to 10pmTuesday: 7am to 10pmWednesday: 7am to 10pmThursday: 7am to 10pmFriday: 7am to 10pmSaturday: 7am to 10pmSunday: 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 arrival time blocks that you may choose within our portal! Not all arrival time blocks are available each day so please check the portal for availability. Priority booking slots may be available for an additional fee. House Sitting Hours:*We arrive for house sitting between 5–8pm and stay for 12 hours overnight. This service also includes one midday check-in the following day during our standard 11am–2pm time frame (this can be adjusted if needed, but must be discussed and approved by management in advance). If you need additional check-ins or add-on services, those can be added for an additional fee based on availability. Priority booking slots may be available for an additional fee. GroomingOur current full grooming availability is Thursdays and Saturdays. Please reach out to schedule an appointment. Lighter services, like baths and nail trims, may also be available during your pet’s stay with us.

Question 4

Are Your Sitters Background Checked, CPR, & First Aid Certified?

Accepted Answer

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.

Question 5

How Do I Schedule Services?

Accepted Answer

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 (info@phillypawsclaws.com) We Will Respond to You within 48 Business Hours.

Question 6

What is Your Cancellation Policy?

Accepted Answer

For the most up-to-date cancellation policies (including deadlines, fees, and holiday guidelines), please visit our Policies page: https://www.phillypawsclaws.com/our-policies

Question 7

What Do I Need to Know About Our Meet & Greet?

Accepted Answer

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!

A Meet & Greet is required before scheduling any of our pet care services. Your first Meet & Greet is $35 plus a non-refundable processing fee. Payment must be completed through the portal prior to the appointment (cash is not accepted). The $35 Meet & Greet fee will be credited to your first invoice generated within 60 days of payment. After 60 days, the Meet & Greet fee is non-refundable and cannot be credited.

Additional/Refresher Meet & Greets are available for existing fur fam as needed (for example: adding a new pet, restarting services after 12+ months, or requesting a refresher). Refresher Meet & Greets are $30 plus a non-refundable processing fee, must be paid through the portal prior to the appointment, and are non-refundable. Refresher Meet & Greets cannot be credited to future invoices.

Meet & Greets are scheduled for up to 30 minutes. If additional time is needed and our schedule allows, extra time is billed at $2 per additional minute (processing fees apply). Additional time charges are not eligible for credit.

If you would like to meet additional team members (for example, to be introduced to multiple walkers/handlers), a Team Introduction fee of $15 per additional staff member may apply. Availability is limited and may require multiple meet-ups. Team Introduction fees are not eligible for credit.

Question 8

Am I Given a Dedicated Pet Sitter or Dog Walker?

Accepted Answer

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.

Question 9

Do You Accept All Dogs & Pets?

Accepted Answer

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.

Question 10

Do I Get Updates On My Pet?

Accepted Answer

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!

Question 11

Can You Administer My Pets Required Medication(s)?

Accepted Answer

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

Question 12

Can I Book a Single Night Service?

Accepted Answer

For overnight services we encourage a two night minimum but do offer one night for an additional price.

Question 13

Can I Book Services the Day Of?

Accepted Answer

Last-minute request fees (effective July 15, 2026)Our business days/hours are reflected in our office hours: Mon–Thu 9am–5pm and Fri 11am–4pm. Requests submitted outside of office hours (including weekends and holidays) are treated as after-hours and processed the next business day. Fees are based on the timestamp of the request submitted through the portal.Day services (walks, drop-ins, daycare, pet taxi):Next-business-day requests submitted outside of office hours: $10 last-minute request fee per bookingSame-day requests: $15 last-minute request fee per booking (i.e. standard day services scheduled for that upcoming Monday are required to be submitted by the end of office hours on Friday to avoid the fee.)Overnight care (boarding/house sitting):Requests submitted within two business days (by the end of office hours): $35 flat last-minute booking feeSame-night requests: $65 flat last-minute booking feeIf multiple last-minute request fees could apply to a booking, the highest applicable fee will be charged.

215.888.7403

info@phillypawsclaws.com

FREQUENTLY ASKED QUESTIONS

Are You Insured & Bonded?

Where Are You Located?

What Are Your Hours of Operation?

Are Your Sitters Background Checked, CPR, & First Aid Certified?

How Do I Schedule Services?

What is Your Cancellation Policy?

What Do I Need to Know About Our Meet & Greet?

Am I Given a Dedicated Pet Sitter or Dog Walker?

Do You Accept All Dogs & Pets?

Do I Get Updates On My Pet?

Can You Administer My Pets Required Medication(s)?

Can I Book a Single Night Service?

Can I Book Services the Day Of?

Privacy Policy
Terms & Conditions

CUSTOMER SERVICE

info@phillypawsclaws.com

FOLLOW OUR PAWPRINTS

215.888.7403

info@phillypawsclaws.com

FREQUENTLY ASKED QUESTIONS

Are You Insured & Bonded?

Where Are You Located?

What Are Your Hours of Operation?

Are Your Sitters Background Checked, CPR, & First Aid Certified?

How Do I Schedule Services?

What is Your Cancellation Policy?

What Do I Need to Know About Our Meet & Greet?

Am I Given a Dedicated Pet Sitter or Dog Walker?

Do You Accept All Dogs & Pets?

Do I Get Updates On My Pet?

Can You Administer My Pets Required Medication(s)?

Can I Book a Single Night Service?

Can I Book Services the Day Of?

Privacy Policy Terms & Conditions

CUSTOMER SERVICE

info@phillypawsclaws.com

FOLLOW OUR PAWPRINTS

Privacy Policy
Terms & Conditions