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!
Do you do housesitting only?
Yes – we house sit even if you don’t have pets.
What are your qualifications?
We’ve been pet sitting for 19 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 click here for a copy of our policy details.
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. In a pinch, we may consider waiving an initial consultation due to exceptional circumstances for cat bookings.
What do you need before we leave?
We require a signed contract, two copies of keys or an electronic entry code, and a completed questionnaire/instruction sheet. 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 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 schedule 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.
Do you charge extra for early morning, night, and weekend visits?
No – our pricing covers visits from 7am to 9:30pm, seven days a week.
Do you charge extra for last minute bookings?
No – if we have availability, we’re happy to help at our standard rates.
Do you charge extra for holiday visits?
Yes – to compensate our sitters for working on holidays instead of enjoying time with their own friends and families. Please refer to our holiday schedule below.
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 will be responsible for all vet bills.
What is your severe weather plan?
In the event of hurricane, tornado, severe thunderstorm, or winter storm, we will contact your designated emergency contact to make appropriate arrangements.
What forms of payment do you accept?
We accept credit cards, debit cards, Venmo, checks, and of course 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 Pack&Pride 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 – allowing clients to cancel reservations up to 48 hours before scheduled visits with no charge (120 hours for holiday visits). Please see our cancellation policy on this page 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.
Clients can cancel reservations at any time and for any reason with no charge, except the following circumstances:
Non-holiday visits cancelled less than 48 hours before scheduled time are subject to 50% cancellation fee. This fee is waived for members of our loyalty program.
Non-holiday visits cancelled less than 24 hours before scheduled time are subject to 100% cancellation fee. This fee is 50% for members of our loyalty program.
Holiday visits cancelled less than five (5) days before scheduled time are subject to 50% cancellation fee. This fee is waived for members of our loyalty program.
Holiday visits cancelled less than 48 hours before scheduled time are subject to 100% cancellation fee. This fee is 50% for members of our loyalty program.
To compensate our sitters for being away from their families and friends on holidays, we charge an extra $5 per visit for all visits on the following days:
- New Year’s Day
- Memorial Day Weekend (Friday to Monday)
- 4th of July (For 2021 – July 2nd to July 5th)
- Labor Day Weekend (Friday to Monday)
- Thanksgiving Weekend (Thursday to Sunday)
- Christmas Holiday (December 23rd to December 26th)
- New Year’s Eve
Overnight and live-in sitting stays are charged an additional $10 per day on holidays.
- Holly Springs