Frequently Asked Questions
Have questions? We’ve got the answers.
Getting Started
How can I get started?
To schedule a free 30 Minute Meet & Greet, you can self-schedule or give us a call. Here we will learn more about your pets, their needs, and which service will be best for you. After this, we will come to meet you and your pets, go over their daily routine, collect keys (or make arrangements for lock box or Key Pick Up/Drop Off), and fill out some paperwork.
What payments do you accept?
We accept payments by cash, cashiers check, Venmo transfer, and ACH bank transfer / e-check. All services are paid before they are rendered. Packages are due on the 1st of the month.
Pet Services
How will I receive updates on my pet?
At the end of each service, we will send you a service summary that includes a message update and multiple pictures. You will also be able to see a time-tracked GPS map route your pup went on (for dog walks.) All of these updates are sent out in real time so you can stay pup-dated! Upon request, we are happy to video call you and send a copy of your service summary via text or email.
What time will my sitter arrive?
We schedule services in time blocks. We will take into account your preferred start time, but we cannot guarantee exact start times due to our daily route and unforeseen circumstances including traffic and other scheduled services sometimes needing more time. Pets with strict medication times and crated dogs are given priority and we will aim to arrive within a 1 hour time window. Vet/groomer visits and pet taxi are also given priority times. Private walks are scheduled during the morning – afternoon or evening time blocks. Please note that private walks requested in the evening block are considered add-ons and have a $5 surcharge. Overnight stays are scheduled in the overnight time block. Morning: 8 am – 11 am Mid-Day: 11 am – 2 pm Late Afternoon: 2 pm – 6 pm Evening: 6 pm – 8 pm Overnight: 10 pm – 6 am
How do I get my keys to you? Can I just leave one under the mat or give you my garage access code?
During our Meet and Greet, we will either collect 2 keys from you or gather details on your personal lock box that is left on your property. Alternatively, we offer key pick up and drop off. Key pick up and drop off each have a $18 charge. We always test keys when picking them up to ensure they fit and are in good working order. We’re sorry but we cannot accept hidden keys or keys that we lock back inside after your last visit. This is for security purposes and in case of emergencies in the event that your return is delayed and we need to get to your pets. We cannot accept electronic or garage access codes as a sole entry method. In the event of a power outage or a failing battery, your electronic garage pad would not work and we would be stuck outside, not being able to get to your pets. We would have to call a locksmith service out, causing additional costs for you as well as our additional time waiting for the locksmith.
Why do you need 2 keys?
We require 2 keys in case of accidental lock out or in case of an emergency where a backup sitter needs to care for your pet. When not in use, keys are kept secure in our lock box safe.
Are services available every day, 365 days a year?
Pet sit visits & stays are available every day of the year! Private walks are available Monday through Saturday. Private walks are unavailable on Thanksgiving, Christmas Day, and New Years Day. These days are reserved and fully dedicated to Pet Sit Visits & Stays. There is a $10 surcharge per service on the following holidays: New Years Eve, New Years Day, Presidents Day, Easter Sunday, Mothers Day, Fathers Day, Fourth of July, Memorial Day, Labor Day, Halloween, Thanksgiving, Christmas Eve, and Christmas. This goes directly to our sitters as a gratuity and “thank you” for being there for our clients on these holidays.
Do you accept last minute requests?
Of course! While we cannot always guarantee availability on short notice, we will do our best to accommodate you. For services requested same day or after 7 pm the prior day, there is a $5 surcharge.
How do you handle cancellations and refunds?
Cancellations need to be made through your online portal account. For private walks, cancellations not made by 7 pm the day prior are not eligible for credit. For drop-in (15, 30, 60 minute), live-in, almost overnight, and overnight pet sitting, cancellations with less than 7 days notice will be given a credit of 50% the invoiced total. There are no credits for early returns. Cancellations or downsizes for packages must be done by the 1st of the month. If a service has been paid for and canceled outside of the time frame, the remaining balance will be applied to your Furbaby Pet Care account in the form of credit. We do not offer direct refunds.
Can I skip days in between visits? Can I have my friend or neighbor do some of the visits?
We require at least one daily visit for pets that have outdoor access and 2 visits per day for pets with no outdoor access. Shared visits with a friend, neighbor, or outsourced sitter are at your own risk as our insurance will not cover in the event something goes wrong while your pets are also under another persons care.
What kind of pocket pets/exotics do you care for?
We are happy to care for your pocket and exotic pets. We can care for hamsters, rats, guinea pigs, rabbits, sugar gliders, chinchillas, fish, frogs, lizards, and more. We pride ourselves on our attention to detail and will follow your instructions carefully. We will do live feeds of insects (such as crickets) but we do not do live feeds of animals (such as mice or fish).
I live outside outside of your service area. Can you still care for my pets?
We can likely still come to you for private dog walks and pet sitting visits if you’re within a 10 mile radius of Columbia, MO Please contact us at (572) 522-8054 if you are unsure.
Can you administer medication to my pets and does it cost extra?
All of our pet sitters are able to give pills, liquids, topical medications, as well as injections like insulin to pets at no extra charge with your scheduled visit.
How do you handle dog walks on extremely hot or cold days?
Depending on the severity of weather conditions, Furbaby Pet Care will either continue as usual or shorten walks with notice. Furbaby Pet Care will give notice in either case. On hot days (over 90 degrees), way may shorten your pups walk to 15 minutes and spend the remaining time inside playing with your pet or snuggling. During our walk, we will bring along a doggy water bottle and upon request, put on client-provided dog’s booties and hose down water-happy dogs. On extremely rainy days, we may shorten your pups walk to 15 minutes and spend the remaining time inside playing with your pup or snuggling. During our walk, we will bring along an umbrella and put on client-provided pup raincoats.
Packages
How do I request a package?
After signing up and activating your account, log in and you will see a menu at the top of your screen. For a basic package, select “schedule,” then “add package.” From here you will see the list of packages (Walk - 15 Minute/ Standard Dog Walk - 30 Minutes/ Hour Long Dog Walk - 60 Minutes). For a personalized package, select “schedule, request new service, multiple visits.” From here, simply add enough services to meet one of the package minimums.
Do I need to request services every month if I have the same recurring schedule?
No need! We will create a recurring template that automatically approves at the beginning of every month. This schedule is visible on the schedule tab of your account and on your draft invoice which is marked in gray. If for a particular month your schedule is different all you’d need to do is put in a change request to alter your scheduled service dates and notify us of your desire to switch packages. The deadline to downsize or drop a monthly package is the 21st of the month.
How do I change my package?
To submit a change request, please use the schedule tab of your account portal to change your scheduled service dates and notify us by using the communications tab. (ie. Please cancel walks from the 15th – 19th and drop my package from 30 Minute VIP to 30 Minute Premium). There will be no charge to add walks when we’re given notice by 7 pm the day prior. The deadline to downsize or drop a monthly package is the 1st of the month.
Am I on a fixed contract for packages or can I book them month-to-month?
Not at all, we don’t believe in locking our clients into long term service contracts. As your needs change so can your packages, we allow changes month to month. All changes must be submitted by the 21st of the month for the next months services and written notice must be given to us through your communications tab in your account portal. (ie. Please drop my VIP package this month, I only need 10 walks this month). Payment is due by the 1st. Once the due date has passed clients are committed to the services in their package and the assigned minimum cost.
How do you handle cancellations and refunds?
Cancellations need to be made through your online portal account. For private walks, cancellations not made by 7 pm the day prior are not eligible for credit. For drop-in (15, 30, 60 minute), live-in, almost overnight, and overnight pet sitting, cancellations with less than 7 days notice will be given a credit of 50% the invoiced total. There are no credits for early returns. Cancellations or downsizes for packages must be done by the 21st of the month. If a service has been paid for and canceled outside of the time frame, the remaining balance will be applied to your Furbaby Pet Care account in the form of credit. We do not offer direct refunds.