FAQ 

Q: How soon can I start services?

A: Right away! Our motto is that if we can do it, we will do it. We understand that life can be unpredictable and our goal is to make your life as easy as possible!

Q: Is The Collar Club bonded and insured? What kind of insurance do you have, and what does this mean for me?

A: Yes, all of our staff are employees. We carry commercial general liability insurance, which protects both you and your dog walker. This covers your pets, home, and property. 

Q: Do you run background checks on your Pet Care Specialists?

A: Yes. We understand that there is a lot of trust and liability that goes into what we do. That being said– we run extensive background checks on our staff to ensure that you can trust that whoever comes into your home, only has your best interests in mind.

Q: What should I do if I forgot my login information?

A:  Please click here. Once you have arrived at the login page, click on the link labeled “Click here to recover.” This will lead you to the steps of resetting your password. If you are having trouble finding your username, please contact us directly by calling us at (216) 512-0550. 

Q: How much notice do you require if I need to cancel an appointment?

We need to receive your cancellation at least 24 hours in advance of your pet’s next visit date for a full refund. This includes change of service dates, change of service locations, early returns, or cancellations. You can request a cancellation by phone or email. For any changes in service or cancellations with less than 24 hours’ notice, you will be charged in full for those days’ visits.

Q. Why do you need my keys?

A: Our “Ready Key Program” is perfect for the busy pet owner. Sometimes your work or busy schedule means you need a last-minute walk. Participating in this program makes it easier for us to accept requests with short notice.

When enrolled in our Ready Key Program, we keep your keys on file for future visits. Your security is a priority for us: all keys are stored in a locking key safe in our office when not being used by one of our dog walkers to walk your dog. These keys are coded and do not have your name or address on them. You may request the return of your keys at any time.

Plus, if you’re ever locked out of your home, we’re much easier and cheaper to call than a locksmith!

Q: Can’t I just hide a key or leave you my garage door opener or code?

A: Due to liability and safety concerns, we cannot accept assignments with hidden keys as the primary form of home access. Garage door codes can be given as a secondary form of access. But, in the event the garage breaks, power goes out, the batteries go dead, or some other scenario prevents us from getting in, we still need to have access to your pets. If we can’t get to them, we can’t care for them – the safety and well-being of your pets comes first.

Q: Do you charge additional fees for weekends or holidays?

A: There are no additional charges on weekends. On the following holidays, $25.75 will be added to the fee:

Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day.

Q: How much advance notice must I give before making my reservation?

A: We take great pride in the flexibility of our pet sitters. Emergencies and last-minute trips are a part of life and we have a wonderful track record of successfully placing last-minute reservations (we really don’t like to tell you “no”!). However, the more notice you provide, the more likely your primary walker is going to be available. Even better? There are no additional fees for last-minute reservations.

Q: What payment methods do you accept?

A: We accept all major debit or credit cards. For any payment in the form of check or cash, there will be a processing fee of 5%.

Q: How long will my dog be walked?

A: We have options for 20 minutes, 30 minutes (most popular!), 45 minutes, and 60 minutes. We also provide a 10 minute drop in visit for a quick potty break. 

Q: How do I know you’re out walking my dog?

A: We use a dog walking company software (timetopet.com) that tracks every visit. It logs when your dog walker arrives at and leaves your house. Thanks to GPS, TTP can even tell us the exact route your dog walker took. Plus, you’ll receive a Daily Report Card (sent to your phone or email) once each visit has been completed. 

Q: Do you walk pets in inclement weather?

A: It depends on the weather. If it just rains, we’ll walk. But if it’s stormy, icy, or otherwise unusually bad and/or unsafe, we’ll run out for a quick potty break, then spend the rest of the scheduled time playing inside. No matter what, your dog will get their scheduled time with our walkers.

Q: Do you do group or pack walks?

A: No. Our main focus is on the dogs within your household, otherwise we only participate in 1-on-1 dog walks. This is to ensure your dog is getting the most out of their visit, and to prevent any unforeseen incidents.

Q: Do you work with reactive or unsocialized dogs?

A: Yes. Our certified pet care specialists have plenty of experience handling dogs of all backgrounds. We believe that every dog is entitled to the specialized care that best fits their needs!

Q: Will I have the same Pet Care Specialist at every visit?

A: We assign a primary and a secondary Pet Care Specialist. This prevents a revolving door of employees in and out of your home and creates a less stressful experience for you and your pet.

Q: What can I expect from an initial Meet and Greet?

A: The initial Meet and Greet will be an in-person visit from one of our Pet Care Coordinators. We will sit down with you in your home to discuss your Pet’s routine and your needs as well.  We will familiarize ourselves with your pet and create a sense of comfort for everyone.

Q: Can you do a test walk?

A: Yes! We agree – it’s important to know if our service will work for your family before you make a commitment. Just contact us by phone or email to purchase a single session.

Q: Who are your dog walkers?

A: Our dog walkers are career animal lovers. These are not people who are looking for a little extra money in addition to their day jobs – they do pet sitting and dog walking all day, every day.

Q: How much does it cost to hire a Pet Sitter?

A: Our prices vary based on the type of Pet Sitting and the frequency of visits. Our pet sitting options include: In-Home Overnight Stays, Drop-in Visits, Cat Care, and Small Animal Care. For a more accurate quote, contact one of our staff members at [email protected] or call us at 216-512-0550. 

Q: Will walks be included for each overnight stay?

A: Our overnight stays begin at the dinner visit of the first night. We customize our stay with your fur family. We will take as many or as little of walks you would like during our stay. During our initial meeting with you, a Pet Care Coordinator will discuss a plan that works best for you and your pet(s). 

Q: Will the same person be staying?

A: Yes. We will assign a primary sitter, as well as a backup sitter- in case of emergency. In rare cases, if you are gone for several weeks at a time, we may need to split the overnight stay between two sitters. This will be discussed with you prior before your trip. If you have a shorter stay scheduled with us you will have one pet sitter. 

Q: Will I be able to schedule a meet and greet with my Pet Sitter prior to starting services?

A: Absolutely! Depending on how soon you will be needing services to start, we would be more than happy to set a time for your assigned sitter to come by to meet you and your fur family.

Q: Is The Collar Club insured?

A: Our company is registered with the state and our staff are employees.  Our company fulfills the requirements by the state of Ohio. 

Q: Can you give my dog their medication?

A: Yes. Our Pet Care Specialists have plenty of experience administering medication of all types! This includes oral, topical, and injectable medications.  

Q: Is your staff experienced with Pet Sitting?

A: All of our staff members are trained and experienced in how to properly care for your home and animals while you are away. During our hiring process, we prioritize taking on team members who are well-versed in animal care. Our staff’s combined experience ranges from working with exotic and wild animals, to working within animal shelters and much more!

Q: Will the sitter be bringing their pets with them?

A: No visitors are allowed (this includes ones with 4 paws). As a Collar Club customer it’s our job to maintain your dog’s routine and ensure your home is in safe and trustworthy hands while you are away. This means no outside pets or people, other than the sitter or possibly another staff member to do a spot check, will be coming in or out of your home. 

Q: What time will the walker arrive and leave?

A: Our Pet Sitter will arrive at your home between 5:00pm-7:00pm on the evening of the first visit. The stay will end between 8:00am-10:00am on the morning following the last overnight. A midday visit will be included in the service for any back-to-back Overnight Stays. If a midday visit is required, the Pet Sitter may leave afterwards and return in the evening for the dinner visit. 

Q: If my travel plans get delayed will I be able to get coverage?

A: Our priority is to ensure your pet’s well-being. If for some reason there is a situation where you may not be able to come home longer than expected, we will work with you to coordinate a back up plan.