FAQ

I am a new client how can I schedule a new consultation?

Very simple! We currently have three options for you to schedule a new consultation. You  may either fill out the CONTACT US form and we will contact you, You may call us at (704) 995-0626 to request services between 9am-6pm Monday-Friday only. You may also of course e mail us at wheresmywalk@gmail.com we will get back to you as soon as possible. Please note we DO NOT schedule dog walking or vacation pet sitting services via text messages! The first consultation is FREE however is you need us to come back for a second consultation that is not free their will be a $30 fee for a second consultation.

Will I have the same person caring for my pet(s) every time I request services? What are your policies? What happens if we have an emergency?

We do our best to make sure the same person cares for your pet each time however we ask for two sets of keys in the event of an emergency either a back up sitter will be sent out, if we have a serious emergency and we can not get a back up sitter over to be with your pets you will immediately be notified the visit will be canceled and you will receive a credit for that visit. If we need to change sitters or send a back up sitter to care for your pet and he/she/they may be anxious or needs to get use to a new person coming into your home, or you want or need to meet the pet sitter/walker that will care for your pets ahead of time please notify us of this. During an emergency on our end meeting a new pet sitter/walker will not be possible so in that case if you are not comfortable with a new person you haven’t met caring for your pets we will either contact your emergency contact and see if they can care for your pet(s) or we will have to cancel the visit.

What are your business hours?

Our office hours  to request client consultations and schedule dog walking and pet sitting services are from 9am-6pm Monday-Friday. Please contact us for services between our business hours. If you contact us after our business hours or on weekends, we will return your phone call, or e mail as soon as possible! If you happen to send us a text outside of our business hours and we are not currently caring for your pets your text will be returned during the next business day.

When do you offer visits?

We offer Dog Walking and Vacation Pet Sitting Services from 8:00am until 9:00pm Monday-Sunday 365 days a year including holidays! Please be aware we CAN NOT guarantee an exact time to care for your pets, please do not expect us to arrive at an exact time. We do our best to come around the times you request however our policy is to allow a 3 hour window for us to care for your pet(s) due to traffic, emergencies and route schedules. Morning visits are from 8am-10am, Mid Day visits are from 11am-3:30pm, Evening visits are from 7-9pm. If their is a holiday or we are having a super busy week we may arrive a little earlier or later for morning and evening visits.


What kind of animals do you care for?

We specialize in walking dogs and caring for cats. If you have a pet other than a dog or cat and would still like our services, please e mails us and tell us about the pets you would like us to care for. We will do our best to accommodate you.

Are you licensed and Insured?

pet_sitters_logoYes of course! We believe in your protection as well as your precious pets protection! We have a professional business license with Mecklenburg County. We are insured by Pet Sitters Associates, LLC.

What do you do in case of an emergency?

During our FREE initial consultation we discuss your pets personal needs and we also take information regarding your pets veterinarian as well as emergency contacts. Your emergency contact should be someone local such as a neighbor or trusted friend and have a key to your home so we can call on them if we are unable to complete the visit in the even of an emergency. If you are new to Charlotte and do not have an emergency contact we ask you get to know a neighbor or someone that lives close by to you.

What is your CANCELATION POLICY? What if I need to cancel or reschedule a visit I already booked? How can I book additional walks?

We understand things happen therefore we have policies and procedures in place for any possible cancelations or rescheduling.

If you are a client that books regular weekly services with us and you need to change or cancel a pet visit, just give us 24 hours notice *No later than 9am the day before you need to cancel or change services* and we will cancel or reschedule your pet’s visit. No problems, no fuss! For regular days * not holidays* there are no penalties for visits canceled or rescheduled 24 hours in advance by 9am. If LESS than 24 hours notice is given and you notify us after 9am the day before you need to cancel or reschedule your visit the fee for your visit is still due and if you pre paid in advance payment is NON REFUNDABLE.

If you are a client that does NOT BOOK EVERY WEEK or you are scheduling services for vacation pet sits you must give us ONE WEEK notice for the services you have booked to cancel or make changes to services for a refund otherwise the FULL fee for services requested is still due!

Holidays are VERY busy times. Our cancellation policy for HOLIDAYS is as follows: All  cancellations and changes to the original pet visits must be made two weeks prior to the services you have booked. If you book services with us and ONE WEEK notice is NOT given from the start date of the booked services with us your payment for services is still due and if you pre paid for services with us your payment back to you is NON REFUNDABLE there are NO EXCEPTIONS TO THIS EVEN IF YOU COME BACK HOME EARLY!  If you have an emergency or are stuck at an airport and you find you need extra walks, please just give us a call or e mail and we will do our best to fit additional pet visits into our schedule.

When are payments due? What types of payments do you accept?

Payments are due prior to our services with your pets. We accept Credit Cards Visa, MasterCard, American Express and Discover/Debit Cards or CASH. During our consultation we explain our system to you. You will be required to have your credit/debit info on file with us for services. If payment is not received before or on the day of pet services we charge a $15 late fee PER DAY for each day payment has not been recieved. If we have to make another trip out to your home to pick up payment from you an additional $15 fee will be added to your bill.

Are there Holiday fees?

dog walker Charlotte holiday feesYes, there is an additional $5 PER VISIT HOLIDAY CHARGE for the following holidays:
New Years Day, Valentine’s Day, St. Patrick’s Day, Easter, Mother’s Day, Memorial Day, Father’s Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day & New Years Eve.
**We do NOT charge extra for any others Holidays ONLY the ones listed ABOVE!

What areas do you cover for your services?

Currently we cover South Park, Ballentyne, South End, Uptown, Downtown, Chantilly, Dilworth, Myers Park, Plaza Midwood, Cotswold, the NODA (North Davidson) and Elizabeth,  Please feel to call us and let us know your location and desired services. If we have some openings in our schedule we will do our best to provided services for you.

How many dogs can you walk at once?

We believe in offering personalized attention to your precious pets. We can give one or two dogs personalized attention. We can even walk 3 dogs safely, however, we don’t believe that walking 4 or more dogs at once is safe, nor could we give that many dogs personalized attention at one time. We only walk YOUR dogs, we never ever walk your dogs with any other dogs! The safety and well being of your pet is EXTREMELY important to us. Life is unpredictable and we choose to prepare for the unexpected. Therefore, we take on what we know we can handle in the event of an emergency, no more no less.

Do you still attend visits in all kind of weather?

dog walker Charlotte weatherWe are well trained to handle rainy days and cold days. We have amazing rain proof gear and foot ware to keep warm and dry when the weather isn’t so pleasant outside. If it rains we ask you leave paper towels as well as a towel specifically for us to dry off your precious pet before he comes inside the house. We don’t want mud on your floors or carpet. If your dog doesn’t like the rain, we will just take them out for a quick potty break and spend the rest of the time playing with them inside. In extreme weather such as a heat wave, ice storms, dangerous ice and snow, thunderstorms, etc. services may be modified for the safety of everyone involved especially your pet. We will always make sure your pet is safe!

I’m interested in your services, what do I do now?

That’s wonderful news and we are excited to have you! The first thing you do is fill out our CONTACT US FORM! Please be sure to fill out the whole form and include your address, the types of pets you have, when you will need services and the best phone number and e mail to contact you. If you would like you may also call us at (704) 995-0626 or e-mail us at wheresmywalk@gmail.com and include information about your pet and the services you are seeking. We will tell you all about our services and answer any questions you may have. Then, we will schedule a day and time with you and your precious pet in your home.

Who should I list as my emergency contact?

We ask that you list a neighbor or someone that lives close by you and has a key to your home in the event that we had an emergency and could not make it to your home. For example, if their was a snow/ice storm and we were snowed in and therefore had to cancel our visits and you were on vacation but your pets still needed to be taken out to go to the bathroom, still needed fresh water, food, etc. In scenario’s like this we would call your emergency contact, ask them to care for your pets in our absence and credit you for the visit(s) we could not come to.