FAQs
If you have any questions that are not answered below, please feel free to email us at bestbuddiespetcare@gmail.com or call us at 888-390-PETS (7387)!
General FAQs:
Q. What are the benefits of hiring a pet sitter?
A. There are several benefits to hiring a pet sitter! In home pet care allows your pet(s) to remain in the comfort and familiarity of their own home. This allows them to keep their normal routine, which helps reduce stress and anxiety. In home pet care also reduces the risk of your pets contracting communicable illnesses sometimes picked up in boarding facilities or kennels.
Q. What are the benefits of hiring a dog walker?
A. When people think dog walker, they think walking… obviously! While walking is part of it, we also offer services such as hiking, dog park and dog beach trips. There are several benefits to keeping your dog on a consistent exercise routine. Exercise will not only help keep your dog in shape, it is a great way to keep your dog's mind stimulated and helps positively focus energy that can otherwise contribute to less than desirable behaviors such as digging, chewing, barking etc. Hiring a dog walker can help you keep your dog on a routine even when you aren't home during the day. If you're a doggie pet parent, you have most likely heard the saying, “A tired dog is a happy dog” and in turn, we believe, a happy dog means a happy pet parent!!
Q. What are the benefits of In Home Boarding?
A. Unlike kennels/traditional boarding facilities, our pet sitters board pets in the comfort of their own homes. Your pet will become one of the family during their stay with a Best Buddies Pet Sitter!
Q. Why choose Best Buddies Pet Care?
A. Simply put, we are the best at what we do! We offer excellent customer service to you and your Best Buddies! Pet care is not just our occupation, it's our passion. As pet parents ourselves, we understand how important it is to find quality care for your pets. We will give you nothing less than the best care possible for your furry family members, done the way you want!
Q. What is your service area?
A. We provide services in Claremont, La Verne, Pomona, Montclair, Upland & San Dimas. We have extended our services to the surrounding areas of Diamond Bar, Chino, Ontario, Rancho Cucamonga, Walnut, Glendora & Covina. Travel fees for surrounding areas start at $3.
Q. Do you offer grooming services?
A. We provide bathing services (shampoo, condition, blow/towel dry) but we do not provide full service grooming. We ask that your pets are comfortable being groomed if you would like us to give your buddies a bath.
Q. What are your business hours?
A. Our pet sitting/dog walking business hours are 8am-8pm (not including Overnight Services). Our office hours are 9am-5pm. However, we will make early/late visits if your pet requires care outside of our normal business hours. There is a $10 service fee for after/before hours visits. The after/before hours service fee does not apply to Overnight or Around the Clock Care services.
Procedure & Policy FAQs:
Q. How do we request services?
A. Fill out a Service Request Form on our ‘Contact Us' Page or register on our website via our New Client Registration Page (for new clients ONLY).
Or give us a call at 1-888-390-PETS (7387) or email us at bestbuddiespetcare@gmail.com.
Q. Are you licensed, bonded and insured?
A. Yes we are! We would be happy to provide proof of license, bonding and insurance during your free consultation.
Q. Do our pets need to be current on their vaccinations?
A. We require cats & dogs to be current with rabies vaccinations. Although we do not require proof of other vaccinations, we do recommend you keep your pet(s) fully vaccinated to avoid spreading/contracting illnesses.
Q. What is your cancelation policy?
A. We adhere to a very strict policy of No Overbooking. This means, once you have booked (paid for) services, your assigned pet sitter is dedicated to your services and therefore "off the market" for the time you have reserved. Once booked, if necessary, we will turn away business in order to accomodate your schedule, so we appreciate your understanding and compliance with our cancelation policies as follows:
-Vacation/short term services (non on-going services): Deposits are non-refundable in the event of a cancelation but can be credited toward future services if the cancelation occurs more than 2 weeks (14 days) before the services are scheduled to begin. If cancelation occurs within 14 days of the start of services, the full amount is non-refundable and non-transferable.
-On-going (daily/weekly) services: Same day cancelations will be charged in full. Clients will not be charged for cancelations if the cancelation occurs by 5pm the day prior to the start of services.
*No refunds or credits will be given for early returns (i.e. you return early from a trip or return home early from work before services are started or completed).
Q. Can we get a quote, prior to booking services?
A. Of course! Please feel free to contact us by phone, email or fill out our Service Request Form (on our Contact Page) and we will give you a preliminary quote, no obligations! Please understand that the initial quote may not reflect any changes made to services added or cancelled after the original quote is given.
Q. How do we pay for services?
A. We accept cash, check, eCheck or credit card (credit card payments incur a 3% transaction fee).
-For vacation/short term services (non-ongoing services), we require a deposit of half the service total in order to book services and secure your pet sitter. The remaining balance is due 7-14 days before the day services are to begin.
-For ongoing services (i.e. daily/weekly walks, dog park outings etc.), we bill at the end of every month.
Q. How do I set up/use my online account?
A. For new clients, once you have booked services, we will send you an access code (via email). Your access code will allow you to login to your account and create your profile, enter your information, your pet(s) information etc. If you have any trouble with your online account or would like to learn how to navigate easily, please click on the question mark symbol (?) and you will be directed to a Client Manual. If you still have questions/problems after reading the Client Manual thoroughly, please feel free to contact us.
Q. Will we have the same pet sitter/dog walker for each service?
A. We understand pets (and pet parents) bond with their sitters/walkers, so we will always do our best to keep the same pet sitter on your service. However, there may be times when your usual pet sitter/walker is unavailable and we will have to schedule a different pet sitter. Rest assured all of our pet sitters/dog walkers are fantastic and we have no doubt, you and your pet(s) will agree!
We generally try to introduce 2 pet sitters at the time of the initial Meet & Greet. That way, in the event your primary sitter is unavailable for any reason in the future, you will have already met a second pet sitter.
Should your primary sitter(s) not be available for a service you request, we will notify you and you will have the option of meeting a new sitter before your next services are scheduled to begin.
Q. Can you provide updates while we are away?
A. Absolutely! We would love to keep you updated with pet journal updates (via our website) or texts! Let us know what method of updates you prefer and we will keep you posted!
Q. Can we tip our pet sitter?
A. Of course! Although tips are not expected, they are always appreciated! Thank you!
Initial Consultation/Meet & Greet FAQs:
Q. What should we expect and how can we prepare for the Initial Consultation/Meet & Greet?
A. Inital Meet & Greets are intended for you to meet your pet sitter(s), make sure you and your pet(s) are comfortable with your sitter(s) and vice versa. Initial Meet & Greets are also when you will show your sitter(s) where everything is located and briefly go over your needs/expectations.
You can plan ahead by organizing your pet's information before we arrive for the consultation. Information we will need at the time of our initial meeting includes, microchip/ID #'s, vaccination records, list of medications, feeding instructions and any other information you will want us to know about your furry friends. During the Meet & Greet, you can show your sitter where necessary supplies, food etc. are located and briefly go over the instructions for your services.
After the Meet & Greet, we will email you an access code to create your online account with us. Your account will be the place where you will enter all the information your pet sitter(s) need to know (feeding, medication, exercise, contact info, veterinary info etc). You can add and update your information at any time.
**Please note: your sitters will be notified via email any time you update your information on your online profile/account. However, as with any type of technology, glitches can occur, so it is ultimately your responsibility to confirm/make sure your sitters are aware of any changes you make to your pet(s) routine, contact information etc..
Please have 2 key copies ready at the time of the Meet & Greet in the event you decide to book our services. If you prefer to not give your sitter(s) keys at the time of the Initial Consultation, you can arrange to have the keys picked up at another time (Key Pick Up fee will be charged).
Q. How long are Initial Consulations/Meet & Greets?
A. Initial Consultations are a courtesy and free of charge. We value your time and ours, therefore, please be as organized as possible as we like to keep Initial Consultations to about 30-45 minutes maximum. If initial consulations run over 45 minutes, we will suggest scheduling additional time for another date (additional consultations are charged at our current rates for 30 minute or 1 hour times) or you may add any additional information to your online account once we send your access code.
**Please note: If you feel you will need more than our complimentary 45 minutes, please let us know ahead of time, so we can be sure to schedule enough time. Your additional time will be reflected on your invoice, should you decide to book our services.
We look forward to meeting you and your pets!