Frequently Asked Questions

Got questions? We have answers:

What types of pets do you sit?

We care for dogs, cats, rabbits, rodents, small mammals, fish, and birds (including backyard chickens). We generally do not sit reptiles or arachnids, but may make an exception based on the specific circumstances.

 

Are there any dogs you won’t walk or pet sit for?

We don’t discriminate against any type of dog breed. As long as your dog is friendly and non-aggressive, we’re happy to help! If your dog is aggressive or anxious to the point we can’t safely leash them up, we won’t be able to help.

Puppies must be at least nine months old for live-in sitting or overnight sitting.

 

Do you offer housesitting?

Yes – we house sit even if you don’t have pets.

 

For live-in sitting, will the sitter be at my house the entire time?

No – with live-in sitting, your sitter lives in your house while you’re away, but they may be gone for up to six hours at a time doing other jobs, running errands, eating meals, etc.

 

What are your qualifications?

We’ve been pet sitting for 20 years, have outstanding references, are fully insured, and members of the National Association of Professional Pet Sitters.

 

Is pack&pride licensed and insured?

We are incorporated in North Carolina, which does not license pet care providers. We are fully insured – please contact us to request a copy of our policy.

 

Is an initial consultation required for new customers? If so, what is the cost?

We require an initial consultation – and don’t charge a fee to do so as long has you have a minimum of four visits booked.

 

What do you need before we leave?

We require a signed client agreement, a completed questionnaire and instruction sheet, and either two copies of your key or an electronic entry code and one key. Payment is due at the first pet sitting visit.

 

How can I check in with my pet sitter while I’m away?

You’ll have direct communication with your pet sitter via email, text, and phone (and vice-versa). Additionally, all visits and visit reports are logged in our Time To Pet client portal.

 

Will you visit my pet at the same time every day?

We always try to visit at the same time every day. We can’t guarantee a precise time, and allow for an hour difference before or after your scheduled time. For dogs, we aim for more consistent schedules due to potty break timing. During peak periods, the timing of cat visits may vary from day to day.

 

What time are your mid-day walks?

Mid-day walks are scheduled between 11am and 2pm. Because this is the busiest time of day, we can’t guarantee a specific time, but always try to match owners’ preferences.

 

How are your visits timed?

Your visit time starts when we leave the car, and ends when we get back in the car. 60 minute visits may range from 55 to 60 minutes, 30 minute visits may range from 25 to 30 minutes, and 15 minute visits may range from 10 to 15 minutes. 10 minute visits have no minimum visit length.

 

Do you charge extra for early morning, night, and weekend visits?

No – our pricing covers visits from 7am through 9pm, seven days a week.

 

Do you charge extra for last minute bookings?

If your booking requires our sitter to make an extra trip to collect your key before the first visit, there is a fee of $10 per booking. If your booking does not require any extra trip, there is no additional charge.

 

Do you charge extra for holiday visits?

Yes, we charge an extra fee per visit to compensate our sitters for working on holidays instead of enjoying time with their own friends and families.

• New Year’s Day
• Memorial Day Weekend (Friday to Monday)
• 4th of July (Varies By Year)
• Labor Day Weekend (Friday to Monday)
• Thanksgiving Weekend (Thursday to Sunday)
• Christmas Holiday (Varies By Year)
• New Year’s Eve

 

What happens if my animal needs medical care while I’m away?

We’ll immediately contact you and follow the instructions you’ve provided to care for your pet. You are responsible for all vet bills.

 

What is your severe weather plan?

In the event roads are unsafe to travel because of flood, hurricane, tornado, severe thunderstorm, or winter storm, we will not be able to complete the visit and will contact your designated emergency contact to make appropriate arrangements. You will receive a prompt refund for visits cancelled for safety reasons.

 

What forms of payment do you accept?

We accept credit cards, debit cards, Venmo, and cash. If you have a saved credit card on file, it will be charged automatically. If you’ve received exceptional service and wish to tip your sitter, we ask you tip them separately from your invoice.

 

What is your cancellation policy?

We understand life happens and your plans change. We do our best to balance flexibility with fairness to our staff. Please see our cancellation policy for full details.

 

If we come back early, will we receive a refund or credit?

We will refund or credit your invoice for unused days based on our cancellation policy.