FAQs

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Pet Sitting

You sound great! How do I get in contact with you?

Call us on 480.553.0105 (24/7/365)
Through our social media channels – Facebook, Twitter, LinkedIn, Instagram
Use the Quick Contact Form on our Contact Us page
Use our Online Chat service

Category: Pet Sitting

Comments or Questions?

Do you carry out pet sitter background checks? Yes, we carry out a National Criminal Background Check and Sex Offender Check showing felonies, misdemeanors, sex offenses and more at the state and county level. We also obtain results from OFAC, OIG, and terrorist watch-lists. We do these checks once, when we first take the new pet sitter on (as an Independent Contractor). We use SentryLink to process these checks who, since 2001, have been leaders in provided background checks and employment screening for companies and consumers around the country.

Category: Pet Sitting

Comments or Questions?

What is pet sitting theft bonding, and what cover do you have in place? Ideally, sitters always perform ethically and with serious integrity. However, there may be one who breaks company trust, act unethically and steals from one of our clients. Each sitter pays for their own Employee Theft Bond as a condition of their contract with us. Should we put a sitter in your home who steals from you, we can draw money down from this bond to instantly replace the item(s), up to a value of $5000. Clients feel more comfortable using us as we guarantee to protect their money and property during their visit. Never use a sitter who isn’t bonded.

We use Critter Caretakers use Pet Sitters Associates who offer membership benefits that include pet business insurance administered by RPS Eau Claire and underwritten by an AM Best rated: A (Excellent) Insurance Company.

Category: Pet Sitting

Comments or Questions?

What pet sitting insurance do your pet sitters have?

Category: Pet Sitting

Comments or Questions?

Do I meet our pet sitter during our Free Meet & Greet or a Field Manager? You meet with your pet sitter… this is a very important part of the process. Always be wary of businesses who have Field Managers who do all the Meet and Greets and don’t let you meet the sitters who will be covering the visits. It is vital that your pets get to meet the sitter with you present to form an initial bond. You have a Primary Sitter and in some cases a secondary sitter. Some firms just send round a manager and then mix and match the sitters you get to suit them.

We put you and your pets central to our scheduling and ensure that the sitter is the same whenever possible so our schedules a built around suiting you, the client, rather than us. This initial Meet & Greet is free of charge for any new sitters we have to introduce. During the Meet & Greet we will discuss your Time to Pet Profile and get to ask your Pet Sitter any relevant questions – they will ease any concerns you have and give you complete peace of mind that the person in your home looking after your pets is exactly the kind of person you want.

It is also important to see your pet sitter and your pet interacting.

My pet prefers female sitters; can I asked for a female pet sitter to be assigned to us? A number of clients ask for lady-only sitters and we do try our very best to provide a female sitter for this reason – it is vital that we do everything we can to make your pet as comfortable as possible when you are not around. It just so happens that the majority our team are female so chances are you will be assigned a female sitter anyway but in any case do make sure you mention this when you first contact us, and make sure this request is in your Time to Pet.

Category: Pet Sitting

Comments or Questions?

What contact do I have with my pet sitter? We have invested heavily to ensure we have the best technology available for you and our Pet Sitters. We use Time to Pet, a leading Pet Sitting Software Package. This provides you with a direct messaging service to your sitter(s) as well as a private messaging service which only the owners Liza and Tony can see. This messaging service is most effective when you download the Time to Pet app on your cell phone. Of course, you can always contact the office on 480.553.0105 at any time and Liza or Tony will be happy to help in any way they can, including passing urgent messages on to your Pet Sitter.

Remember, at the end of every visit you will receive a report, a number of photos and a report card describing the visits – this is the best time to reach out to your Pet Sitter.

Category: Pet Sitting

Comments or Questions?

If I run out of pet food, can you help me? This usually only happens when you get called away in an emergency or as a business person your trip is extended due to circumstances beyond your control. We can go to the store of your choice (where possible) and purchase this for you. This trip is chargeable, and the invoice must be paid prior to your Pet Sitter completing this task.

Category: Pet Sitting

Comments or Questions?

Can you get my pet veterinarian care in the case of an emergency? Yes. If your Pet Sitter feels that this is an immediate necessity they will make their way to the vet immediately and inform you as soon as they can. If the issues appear less time-sensitive then your Pet Sitter will endeavor to contact you and discuss the options. You Pet Sitter may also reach out to other emergency contacts you leave for us as they may know more about your pet’s previous medical issues.

Please keep Time To Pet accurate in regards of any medical issues to help us help your pet. There is a section in Time to Pet for you to submit your vet’s details, please keep this up to date too.

This is related to another consideration when choosing who will care for your pets. Teenagers generally cannot drive and will not know what to do in an emergency. Time can be vital and any time wasted due to inexperience or lack of confidence, or phoning their parents to see if they can intervene could be vital minute lost and could have a real detrimental effect on the long term health of you pet. Always use a professional and respected service for total peace of mind.

Category: Pet Sitting

Comments or Questions?

How would you discipline my pets whilst they are in your care? We do not discipline your pet. We do not use anything other than reward and positive reinforcement. If your pet is acting out, ‘pottying’ inside or generally misbehaving there are many possible reasons for this which may include missing you, not enough visits or they are getting use to their new schedule without you there. We will communicate with you through our Time to Pet app so we get your thoughts and feelings on any unusual behavior your pets may be displaying, and be guided by your suggestions where necessary.

Category: Pet Sitting

Comments or Questions?

Do you clean up if my pets potty inside? Of course, our Pet Sitters are very conscientious and will do their best to clean any accidents your pet may have. If you have a longer schedule, say more than 2 days, then it may be worth considering extra visits as your pet may need more potty breaks than the visiting times allow. The last thing we want is for your pets to be unable to potty outside, and then be upset that they have potted inside as they may become stressed or anxious if they know this is wrong.

Please ensure you have cleaning products available and update your profile on Time to Pet with their location before your schedule starts.

Category: Pet Sitting

Comments or Questions?

I have a special needs pet, can you still honor a schedule for us? Generally yes, since Liza and Tony purchased Critter Caretakers in Aug 2018 they have never turned a client away for any reason. Call us with your requirements, make sure they are clearly recorded on Time to Pet and discuss them with your Pet Sitter during your free Meet & Greet. If we have had a Meet & Greet before, but your then get a new pet with special requirements or you existing pet develops some issues, then we will need to book in a chargeable Additional Consultation for you which your Pet Sitter will reach out and organize directly. It is usually best to give us a call on 480.553.0105 as soon as possible to discuss your specific requirements.

Category: Pet Sitting

Comments or Questions?

Can I trust you to deal with a pet emergency situation? This is where exceptional service providers shine – when you rely on us to take care of your pets and / or your home in the case of an emergency. You do not get this confidence when you ask a single pet sitter, a hobbyist, or the 14 year old girl from across the street to take responsibility. The regular pet sitting services are one thing, doing right when things are going wrong allows us to show you the extraordinary levels of service we provide you.

All of our sitters drive and have the details of emergency contacts, neighbors and your preferred choice of veterinarian should they be needed. If the a/c goes out we will ensure that the animals are moved to a cooler place if at all possible. Whatever the emergency, our team of sitters are reliable, sensible and conscientious people who will do right by you and go above and beyond for your home and your pets.

The owners Tony and Liza were police officer with the Metropolitan Police in London, England for over a combined 45 years. You can trust them in an emergency. We will also make sure we do our best to contact you wherever you are to inform you of what is going on and to update you with our actions.

Category: Pet Sitting

Comments or Questions?

What are your time-slots for pet sitting visits? We visit during the following windows:

Morning – 7am thru 10am
Midday – 10am thru 2pm
Afternoon – 2pm thru 5pm
Evening – 5pm thru 9pm

We can attend earlier than 7am and later than 9pm but these out-of-hours visits incur an extra Out of Hours charge.

Category: Pet Sitting

Comments or Questions?

What services do your pet sitting visits include? Critter Caretakers offer a wide range of services but nothing is too much trouble! Have a look at our Services page to find out more! We use pet siting software called Time to Pet and you will have your own profile created for you and your pets when you request your first schedule. This includes basic care for you pets such as refreshing water, feeding and lots of cuddles and attention, and a range of home sitting services such as mail in, trash out, checking for mail and rotating lights and blinds to give the appearance of someone being at home.

Enter your requests in Time to Pet and these will be discussed in more details during your free Meet & Greet with your Pet Sitter.

We also offer a full range of House Sitting services too. Call Liza for more information.

Category: Pet Sitting

Comments or Questions?

How long do your pet sitting visits last?

Regular visits – 45 mins (most if not all other pet sitting services stay for just 30 mins for a similar price, some only offer 15 minuter pop-ins)
One hour visits – 60 mins
Regular overnights – 8 or 830pm thru 7 or 730am – 11hrs
Workday Overnights – 630pm thru 730am – 13hrs
Workday Overnight Package – Workday overnight plus 60 min midday potty break
We also offer a range of Live-Ins, please call us Liza to discuss your specific requirements.

Category: Pet Sitting

Comments or Questions?

I’ve never used a pet sitting service before. What is the process? Once you have spoken with us and decide to use our services we give you login for Time to Pet, the high-end pet sitting software we have invested in. You then complete your profile in as much detail as possible. This includes your information, emergency contacts, vet details, house sitting tasks you would like us to complete, and lot of information about your pets. The more you ask us to do, the more we will do for you!

You then get assigned a Pet Sitter and sent an invoice which is payable 7 days prior to the start of your schedule. Your Pet Sitter will reach out directly to arrange your free Meet & Greet at which time your Time To Pet profile will be discussed in detail. During your schedule your Pet Sitter will send you updates whilst they are there and are contactable through the Time To Pet portal or app on your cell phone.

If you have any issues or concerns Tony and Liza are also available in the office 24/7/365 on 480.553.0105

Category: Pet Sitting

Comments or Questions?

How do I pay for pet sitting service. What kind of payments do you accept? We accept all major Debit and Credit Cards including American Express and gift cards.
Once we generate your invoice we will email it to you. You can also find all payable invoices in your Time to Pet profile and on this page you will find a payment button. You can also store your payment card(s) on Time to Pet – Critter Caretakers do not have access to this information as it is directly and securely stored and encrypted on WePay, our payment merchant as used by many top level companies.

Please bear in mind all payments are due and must be received 7 days prior to the start of your schedule to guarantee that we can honor your request. Please call us if you have payment difficulties for any reason and we will do our best to work with you.

Category: Pet Sitting

Comments or Questions?

How do you recruit Pet Sitters? Please refer to “How can I trust the pet sitters you put in to my home to look after my pets?

Category: Pet Sitting

Comments or Questions?

I would like to see a pet sitting reference, do you have any? If you would like a reference or two from existing clients who have the same type of circumstances that you have then we will gladly approach them and ask. Don’t forget, we have amazing testimonials coming in all the time so it is always a good idea to look through them first!

Category: Pet Sitting

Comments or Questions?

What is your Critter Caretaker Pet Sitting Guarantee? We will honor your sit and you will be delighted with the service we provide. If you raise a concern and your are not totally happy with how we resolve your issues, we will refund your payment for that visit.

Category: Pet Sitting

Comments or Questions?

How can I ensure my pet sitter is turning up? First of all you can trust Critter Caretakers to get the job done. We have a large and expanding team of sitters across Arizona and we guarantee that for every schedule we commit to, every single sit will be honored.

We are not a small, one-person hobbyist, we are not a 14 year old daughter of a friend, we are a trustworthy business with honest owners who genuinely care, with a team of Pet Sitters who are the best of the best. We have invested heavy in the best Pet Sitting software available. This is Time to Pet. This gives us with the technology to not only record the time your Pet Sitter arrives and leaves, but it also captures their location too via GPS.

Whist we occasionally check up on our pet sitters to ensure they are happy, healthy and on track, this information is also available to us should you have any concerns that they are not there during the window slot you have requested. However, when you consider that your Pet Sitter will be communicating with you during and at the end of each visit through a report, photos and a report card, and you have the ability to send messages in real time to both the sitter and the owners, we know that you will be happy that your Pet Sitters are there when they should be completing the highest level of pet services available.

Category: Pet Sitting

Comments or Questions?

Will I always have the same pet sitter visiting my pets? See “What if my Primary Sitter isn’t available for some or all of my schedule?” above.

Category: Pet Sitting

Comments or Questions?

How do I request a pet sitting or dog walking schedule?

FOR NEW CLIENTS:

Make contact with us through either calling 480.553.0105, email or online chat.
We will talk to you about your requirements and address any questions or concerns you may have.
We will send you an Activation Email for our pet sitting software Time To Pet
You activate your profile and complete all the relevant information for you and your pets
You submit a schedule through Time to Pet – any questions, just give us a call or send us a message directly through the Time to Pet app
We confirm you schedule via email and work on finding you a wonderful, award-winning pet sitter.
We send you a message through Time to Pet to advise you who your pet sitter is
Your pet sitter will then contact you directly, through Time to Pet, to organize a time and date for your FREE Meet & Greet
Once confirmed, we will send you your invoice.
We do not ask for any payment until 7 days before the start of your schedule

FOR EXISTING CLIENTS:

Log in to Time to Pet through our website and submit a schedule request
We will send you an email to confirm the times and dates are correct
We will hopefully be able to assign your Primary Sitter
We will send you an invoice to confirm your schedule will be honored and that your Primary Sitter can make all the visits for you.

Category: Pet Sitting

Comments or Questions?

Do you refund my money if I need to cancel visits? We keep your payment on file for you for future bookings. Remember, we do not charge any fees for cancelations, and whilst we do not refund, we do ask you to use up any payments you have on file in the next 12 months otherwise they will be forfeited and kept by the company.

Category: Pet Sitting

Comments or Questions?

How much notice do I have to give for cancelations to avoid fees and / or penalty payments? Unlike most pet sitting services, WE DO NOT CHARGE FEES FOR CANCELATIONS OR LAST MINUTE REQUESTS. Always ask what hidden fees other pet sitters have – we don’t have any. It is not unusual for our sitters to have schedules in place 6-7 months ahead, especially through busy periods such as holiday dates, so we recommend giving us your dates as soon as you know them, even if they are a year or more ahead so we can get them in and ensure the service is confirmed for you, even if we work on you request nearer the time to secure your preferred or secondary sitter.

This creates a win/win for you with no risk of financial penalty should you plans change.

Category: Pet Sitting

Comments or Questions?

Do I need to give my pet sitter a key to get in to my house? Yes, your pet sitter will need a key. We actually ask for two so that the office can hold one in the case of an emergency or last minute future request. If your pet sitter cannot make your visit for any reason (car breakdown, illness, emergency at previous visit) then Liza or Tony can cover the sit. We may also give one of the keys to your secondary sitter should we have to share your schedule due to capacity issues.

If you have a keyless, coded lock then please let us know this at the Meet & Greet, if you can set us up our our code then all the better. Some clients have ‘babysitter’ access codes for their alarm systems and give us those which is fine too.

Please also refer to Why Do You Charge A Key Collection and Key Return Fee section which explains why we need to charge these fees.

It is important to make sure the keys and codes are tested a number of times, especially if the keys are particularly old and also if they are brand new. We do not want to turn up to your house on the first visit and then realize they do not work!

Finally, please ensure all codes and directions concerning access to your home is entered in full on your Time to Pet profile so that we can find it easily and serve you the best we can.

Category: Pet Sitting

Comments or Questions?

Should I tip our pet sitter? If you are happy with the service, then yes! Pet sitting is a service industry and the owners strongly agree that all tips will be given to the to the team of pet sitters, so as our pet sitters keep 100% of the tips, how can you tip them? The best way is to add a tip on to the invoice during the payment process. The option comes up with how much you would like to add on for your pet sitter and they will receive this tip on the first day of the month following the last visit on you schedule.

Category: Pet Sitting
Tags: dog, pet, sitter, tip, walker

What areas do you cover? We cover the whole Phoenix Metropolitan area. That is, throughout Phoenix and full coverage in both the East Valley and the West Valley. Cities include, but are not limited to: APACHE JUNCTION | ARROWHEAD | CHANDLER | DEER VALLEY | GILBERT | GLENDALE | MESA | PARADISE VALLEY | PEORIA | PHOENIX | QUEEN CREEK | SAN TAN VALLEY | SCOTTSDALE | SUN CITY | SUN CITY GRAND | SUN CITY WEST | SURPRISE | TEMPE

Category: Pet Sitting

How are you different from other pet sitting services? We strive to be the best, high-end pet service provider across Arizona. We are multi award-winning, year on year since 2013 through community-voted Best of Mesa Awards for Best Pet Services and Best Home Services. We have multiple 5 star reviews on Yelp. We have multiple 5 star reviews on Google. We have multiple 5 star reviews on our website. Although we may start marketing soon, we have got to where we are through word of mouth referrals and repeat business. We do not charge out clients hidden fees such as Late Notice Request fees or Cancelation Fees like all other pet sitting providers. We answer our phone 24 hours a day, 7 days a week, 365(366!) days a year. No quibble, money-back satisfaction guarantee if we do not address your concerns to your liking.

Try us once, we guarantee you will not be disappointed.

Category: Pet Sitting

Comments or Questions?