Why choose The Wag Pack?
Pet owners choose The Wag Pack because we hire only the most dedicated and responsible pet sitters. Our company employs our staff; we do not hire contractors. All applicants undergo a through background check as well as extensive training to ensure that our clients receive consistently outstanding service. We are licensed, bonded and insured, provide detailed logs of every visit and offer 24/7 access to automated scheduling as well as email confirmation of appointments. Additionally, the National Association of Professional Pet Sitters recently named us 2012 Business of the Year in recognition of our commitment to our clients, the pets we care for and the community.

What does your hiring/training process look like?
All candidates undergo a number of application and interview processes, followed by background investigations, which include a national criminal background search, identity and social security authentication, education and employment verification and reference checks. New staff training involves one-on-one mentoring from our owner as well as on-the-job instruction from a senior pet sitter. We have an Employee Manual that covers everything from pet care to privacy to ensure that all staff members are providing the same quality service in all of our service areas.

What is an in-home consultation and how do I prepare?
An in-home consultation is conducted prior to commencing services and allows you and your family to meet your primary pet sitter. The in-home consultation also allows us to collect two sets of house keys for access to your home and pets. To prepare for your in-home consultation, please register on Power Pet Sitter, our online scheduling software, and input all pertinent details regarding your home, contact information, and pets. Please also prepare two sets of house keys for our use. We ask that you please test each key to ensure our entry into your home.

Why do you need two sets of house keys? Can I just give you one?
We require two sets of house keys from all clients, no exceptions. One set of keys remains in the care of your primary pet sitter and the other set is kept in our office safe to be used in the case of a lock-out or emergency. All keys are coded for your security. We cannot offer services without two sets of keys.

What is a primary pet sitter?
A primary pet sitter is the pet sitter that is assigned to your area and your home. Your primary pet sitter will conduct the in-home consultation and will keep your key for use during future appointments. While your primary pet sitter may not always be available, they will be the first pet sitter to be called on to care for your pets.

What if my Primary Pet Sitter is not available?
One of our other wonderful staff members would be happy to care for your pets in the case that your primary pet sitter is not available. It is imperative that you update your client and pet profile in Power Pet Sitter regularly to ensure that your back-up pet sitter is adequately prepared to care for your pets.

How do I know when your staff was at my home?
We provide clients with detailed reports for each of our visits so that you know when we were in your home and what was accomplished. Pet sit logs are provided for pet sitting services including Mini Cat Sits, Stopping By Services and Stay-a-While overnight services. Dog Walk Diaries are provided for weekly midday dog walking services. Your pet sitter will update the sheet or notebook during each visit to record their arrival time, completed tasks, visit summary and departure time.

I have a special needs pet, can you accommodate special requests?
As professional pet sitters, we are prepared to care for pets of all ages, sizes, temperaments and needs. Please contact us to further discuss your pet’s individual needs and our availability.

Do you require a minimum number of visits per day while I’m out of town?
In order to provide the best possible service and in keeping with the terms of our insurance policy, we require a minimum of one visit per day for cats and small animals and two visits per day for dogs during the duration of your trip.

What is your cancelation policy?
We ask for 24 hours notice on all additions, changes and cancelations. Visits canceled with less than 24 hours notice will be charged in full. Visits that are canceled with a minimum of 24 hours notice will be credited to your account to use toward future services. All credits expire six months from the date of cancelation.

How do I make reservations?
We ask clients to schedule reservations through our online scheduling software, Power Pet Sitter. Reservation requests are approved, charged and confirmed via PPS within 24 hours.

How do I make changes to existing reservations?
Please contact us at reservations@thewagpack.com to make changes to existing reservations.

Do you take last minute requests?
We are happy to accommodate last minute requests when possible. All requests that are being made with less than 24 hours notice must be emailed to reservations@thewagpack.com. Requests with more than 24 hours notice can be input into Power Pet Sitter. We will respond to all requests as soon as possible.

Do you offer refunds?
We do not offer refunds and ask that you verify all reservation requests for accuracy prior to submitting them.

What happens during inclement weather?
In order to ensure the safety of our staff and of the community, we initiate our Inclement Weather Plan when localities close schools due to potentially dangerous weather conditions. When initiated, we announce our Inclement Weather Plan for that day and specific weather concern on our Facebook page and via email. During inclement weather situations, our midday dog walking services may be canceled and our pet sitting service schedules may be altered. We ask that all clients provide us with an inclement weather emergency contact that can care for your pets in the event that we cannot access your home. Your emergency contact should be able to walk to your home and have working keys for entry. All visits that are canceled as a result of inclement weather are credited to your account for use toward future services. Credits must be used within six months of the cancelation date. We also ask that you consider your pet sitter’s safety by clearing steps and walkways of ice and snow and by designating a neighbor to do so when you are traveling. Please also note that staff is empowered to shorten exercise time during heavy rainfall and lightning and/or thunderstorms. In such cases, exercise time will be replaced with indoor playtime and TLC.

Do you have references?
Our satisfied customers are happy to speak with you about their experience with us. Please contact us for a list of references in your area.

Do you have a referral incentive program?
As part of our Wag Pack Referral Rewards Program, referring clients will receive a $20 credit on your account when the referred party books services with us. Wag Pack Referral Reward credits expire six months from the date of the credit. There is no limit to how many credits you can get so spread the word!

Can I tip my pet sitter?
You are welcome to reward your pet sitter for a job well done by leaving a tip for them directly.