Frequently Asked Questions
How do I sign up for services?
Click this link to fill out our client questionnaire, then you will be contacted by Zue within 24 hours to schedule a Meet & Greet! Once we determine we are a good fit for each other, you will be prompted to create an account on our Silver Hound portal, from which you can then add all the relevant (pet) information, book services, view invoices and read our pet journals.
How do I schedule my service?
As you sign up with Silver Hound, you will create your own account on our Silver Hound portal which is hosted by Precise Petcare. From there you can easily schedule services 24/7.
Where will we meet for a Meet & Greet?
A senior team member will come to meet you and your pet(s) at your house for a Meet & Greet. During this meeting your pet can get to know us and vice versa. You will also be able to ask any questions you might have.
Once you are ready to get started, just fill out the Client Questionnaire Form right here and we will contact you to set up a Meet & Greet.
When are you available?
For dog walking services we are available Monday through Friday from 10 am until 4 pm.
For cat sitting services we are available every day of the year from 9 am until 7 pm.
How will you enter my home?
We will use either a garage code, keys stored in a lockbox on site at your home or through a keyless entry system. You can find lockboxes we recommend on our Favorites page.
How will I know my pet was cared for?
All of our visits are GPS verified – once the dog walker/cat sitter gets to your house and once they leave they will leave a GPS stamp. As a client you will receive your own account through which you can schedule and cancel appointments, contact our team and view any invoices on your profile. At the end of each visit you will receive a pet care journal with notes about the visit and pictures of your pet(s).
You can view all your past and future visits including all past pet care journals within the portal.
Will you take care of my cat at your house or my home?
We visit your cat(s) in your home while you are away. Most cats do better when they are in their familiar environment.
We are also gladly bringing in your mail & packages, alternate your lights & blinds and water your plants.
Will the same person be walking my dog?
The same pet care specialist who has been trained with your pet will take care of your pet on the regular, but we cannot guarantee just one pet care specialist.
We set you up with a team of trained specialists trained on the last detail to ensure perfect delivery of services.
Our team members will always be introduced to your pet and their routine by a trained senior team member. Before we introduce any new team member to your pet, you will receive an email from us with a link to a Bio page with a picture of the pet care specialist.
You can get an overview of our entire team at Silver Hound right here.
What happens if there is bad weather?
We walk dogs and complete visits regardless of the weather.
Rare exceptions are when it’s unsafe for our pet care specialists to travel or walk around. That’s the case when it is too slippery to drive and walk outside and when a state of emergency is declared by the Governor.
Cat visits will be performed as soon as it’s safe to travel again.
Dog walks are either canceled or performed a few hours later once the roads are safe to drive on again, depending if the dog parent is home or not.
What is your cancellation policy?
Depending if dog walks or cat visits are being canceled, a specific cancellation policy applies. Our full cancellation policy is explained in our service agreement, which you will be able to read once you sign up on our Silver Hound portal or by emailing us at Zue@SilverHoundDogWalking.com.
What if I need a pet visit within 72 hours?
We are a “reservation service” and requests, excluding regular midday dog walking services, are filled on a first-come, first-serve basis.
While we will make every effort to meet last-minute needs, we cannot provide “on-call” service consistently and can not guarantee coverage. Advance scheduling is strongly recommended to ensure coverage of your dog walking and cat sitting needs.
Any requests 72 hours prior to the booked visit prior allow less time and flexibility in coordinating coverage and will incur a $15 surcharge.
Is there a dog walk minimum per week?
We are best suited for clients needing a recurring walking schedule 2 – 5 days/week Monday through Friday. This way we are able to lock you in the schedule for guaranteed service delivery.
Do I get a discount, if I book a certain amount of dog walks?
Absolutely, you can review our dog walking rates and subscriptions right here.
Do you walk multiple dogs at a time?
While we’re happy to walk multiple dogs from the same household together, we don’t walk dogs in groups unless they’re all from the same family. We prioritize individual attention for each pet, ensuring they receive the care and focus they deserve during our time together.
Are you available over the holidays?
Cat Sitting Visits:
Absolutely! We are available for services 365 days/year.
Dog Walking Visits:
We don’t book dog walking services on (federal) Holidays, since by the nature of the service, our clients are not working during that time and therefore are not requiring their regular dog walks.
How do i pay?
We strive to simplify the payment process for our services. By using our Silver Hound Portal, you have the option to securely store your credit or debit card details on your profile.
Before your card is being charged, you are receiving an itemized invoice via email and you can view any invoices on your profile in our Silver Hound Portal.
When do I pay?
Since we never overbook, we require payment in advance, so your time slot is reserved just for you.
Dog Walking Visits: Your card is being charged on the 20th of each month for services occuring in the following month. For example: Dog Walking Visits for the month of April 2024 Monday through Friday will be charged on March 20th. This way your time slot is reserved just for you.
Cat Sitting Visits: Your card is being charged as soon as your service request is approved.
*For any services that were charged but canceled outside of our cancellation policy, the amount will be applied to your account as an open payment to be deducted from your next invoice.
Are you bonded and insured?
Yes we are! Our insurance policy information is available upon request.
Can you take my dog to the dog park?
No, at this moment we do not offer this service.
What time will you be arriving to take care of my pet?
We offer service windows for your pet’s needs, allowing us to schedule within these blocks to accommodate your pet(s).
While we strive for consistency, occasional circumstances and the nature of the schedule will prevent us from arriving at your house at an exact time each visit.
However, the time window provides flexibility for scheduling while maintaining consistency in our services.
Exact times of services will be up to the discretion of management taking into account age and health of each animal in our care.
Are there any extra fees for weekend and holiday visits?
We charge an additional $10 per visit on weekends and an additional $15 per visit on Holidays.
We want to fairly compensate our employees at all times, so we also reward them for the time they are working and away from their families during the weekend and Holiday time.