What do you want to know?

Let's Take a Stroll

We have compiled the following list of the most Frequently Asked Questions for our pet care services. If your questions are not answered here, please feel to contact us at 757.745.9868 or info@HeartsAtHomePetSitting.com

What do your pet sitting services include?

Our pet sitting services are customizable according to the needs of your pets and your home. Visits include: Refreshing food and water Taking your pup out for potty time Playtime in the yard or walk Brushing Cleaning up accidents Scooping litter boxes Visit update, pictures and report card via our mobile app Administering medications, including pills, injections and subcutaneous fluids Retrieving mail, newspaper and packages

What type of pets do you care for?

We absolutely love ALL pets and do not discriminate against breed, age or size. We care for little hamsters to large mastiffs and everything inbetween. If you have exotic animals please contact us to discuss your needs further. We do have a heart for all animals and are unable to do “live feedings”.

What are your service areas?

We proudly serve our human and pet clients in the Tabb, Grafton, Seaford areas of Yorktown & Poquoson, Virginia. We also serve areas of Hampton and Newport News that are just outside of Yorktown.

Are you licensed, bonded, and insured?

Absolutely! We are a full time, professional pet sitting and dog walking company and take our reputation seriously. For your protection and peace of mind, we are fully licensed, insured and bonded. Our employees are also covered under our worker's compensation policy.

Do I get to meet my Pet Care Specialist?

The owner of Hearts at Home will meet with you at the Get Acquainted visit and will assign the perfect Pet Care Specialist for your pet family. One of the benefits of hiring Hearts at Home Pet Sitting is that we work as a team! This means in the event that your primary Pet Care Specialist (PCS) is unavailable, we always have a backup to provide continuity of care. We try to do our best to keep the same PCS assigned to your pets. However, a rotation of PCS’s might be needed due to the length of your vacation and availability of our Pet Care Specialists. If it is imperative for you to meet your Pet Care Specialist, we offer 30-minute introductions for $20.

How can I communciate directly with my Pet Care Specialist?

You can communicate directly with your Pet Care Specialist through our all-in-one client portal and mobile app.

May I tip my Pet Care Specialist?

Tips are never expected. However, it is greatly appreciated. 100% of the tips go directly to your Pet Care Specialist.

How will I know when my Pet Care Specialist has been to my home?

You will receive a notification upon a visit completion in our all-in-one client portal and mobile app. Your visit update will include pictures, notes and a report card on how the visit went so you will always know your pet family is doing.

What is your cancellation policy?

We understand that it is not unusual for plans to change. However, please understand that we carefully schedule time to service our Clients and may have turned away other business to accommodate scheduled services.

  • Recurring Dog Walks: A full visit charge will apply if cancellation is not received by 9AM on the day of visit. Please provide a two-week notice if service is no longer needed. If notice is not given, then Client is responsible for 50% of total payment due for the two-week Service Period.
  • Pet and Cat Sitting Reservations: Client is responsible for 50% of total invoice if service is cancelled less than 5 days prior to the start of the Service Period.
  • Holiday Reservations: Client is responsible for 50% of total invoice if service is cancelled less than 10 days prior to the start of the Service Period.
  • Early Return: After a Service Period has started, a full visit charge will apply for visits scheduled within 48 hours of an early return. Payment for remaining visits will be applied as a deposit towards future service and needs to be used within one year.

How will you access my home?

To provide the most reliable service, Hearts at Home requires two copies of your house keys and a key storage lock box. Even if electronic access is given. This policy ensures access to your pet if electronic entrances fail. A secure lock box provides clients with the peace of mind that that their keys are secured at their home. Clients should purchase one with at least a four digit code that hangs from a doorknob or railing, or is wall mounted. It should be easily accessible by you and your pet care specialist. This arrangement makes it efficient and convenient for future and emergency services. For pet parents that reside in apartments and condos, exceptions will be made, and an alternative will be discussed.

May I have family or friends share pet care?

Due to liability, safety concerns and complications, we are unable to accept Pet Sitting reservations if you have someone else sharing pet care responsibilities during the time we are caring for your pet family.

Do you board pets?

We only provide pet care services in your own home. We believe pets that remain in their own environment are happier and healthier!

What is the minimum amount of visits required while I am out of town?

Hearts at Home requires a minimum number of pet care visits each day for the welfare of your pet and we customize our services to meet the needs of your pet family.

Minimum amount of visits required per day:

Adult dogs - three visits.

Crated dogs and puppies - four visits.

Cats and caged pets - one visit.

Kittens - two visits

We do not provide every other day visits for cats.

What happens if my pet becomes sick or injured while I am away?

Pet parents need to complete our Veterinary Release form that we keep on file. In case of an illness or injury that we believe threatens a pet's quality of life, we will make every reasonable attempt to notify you and to secure prompt treatment that is approprate for the welfare and health of the pet in our care.

What happens in the event of a weather emergency or natural disaster?

Every effort will be made to complete pet sitting visits for those that are out of town. Hearts at Home will use the best judgment to ensure the safety of your pet family and home while keeping in constant contact with you. The emergency contact will be notified if it is not possible to safely get to your home. It is highly suggested that arrangements are made with someone to evacuate your entire pet family in case of a disaster or weather-related crisis.

What happens in inclement weather or if the temperature is too hot/cold to walk my dog?

Rain or shine, our we will always make sure to show up to your home to take your pet out to potty! However, the weather may not always permit a safe walking environment (for your pet or others around them). In such cases, your Pet Care Specialist will instead provide an engaging playtime and/or cuddle session.

What forms of payment is accepted?

We accept credit cards and ACH payments online via our Time To Pet portal with no added fee. Payment is due prior to the start of service.

Does your company walk more than one dog at a time?

Yes. However, we only walk dogs that are part of your pet family. We do not “pack walk” dogs. This means that we do not walk dogs from other households along with yours.

Do you administer medications?

Yes, we do! We are highly experienced in administering medications to pets. We do it all, whether it is pills, liquid medications, injections or subcutaneous fluids.

Is pet sitting expensive?

Pet sitting in your home provides convenience for you and keeps your pet family in the comfort of their familiar surroundings. Our services are customizable in regard to your pet’s needs. We are a professional pet care business that takes your pet’s safety seriously. We are educated in animal behavior, certified in pet first aid/CPR, fully licensed, bonded and insured. This level of dependability, professionalism and peace of mind is priceless! For homes with multiple pets, pet sitting in your home tends to be more cost effective when compared to kenneling your pets at a boarding facility.

Will you use an e-collar if my dog is trained with it?

Hearts at Home considers the well-being and safety of your pet family our highest priority. Therefore, we only follow positive reinforcement/force-free methods. To provide this standard of care, prong/shock/e-collars and retractable/flexi leashes will not be used due to safety hazards and lack of control. We prefer to use a properly fitted harness, or a flat collar and leash.

Why should I hire a professional in-home pet care company?

Having our professional pet care service offers many advantages even though having family, friends, or neighbors care for your pet family may seem like a perfect choice. We do this for a living and have the necessary experience to properly care for your pet family. You can always count on us to be there because we are committed to providing excellent service to our clients!

For your pet:

  • Your pet will have reduced stress by staying in their own environment.
  • Pets are more content when surrounded by familiar sights, sounds and smells.
  • Your pet will not be exposed directly to illness, noise, or stress in a kennel environment.
  • Your pet will be kept on their current diet and exercise routine.
  • Your pet will receive personalized one-on-one attention.

For you:

  • For your protection and ours, we are insured, bonded, and have continuing education in pet care and behavior.
  • We have clear policies, procedures, and documentation in place.
  • There is no need to transport your pet to a kennel. You pet is comfy in their own surroundings when you leave and waiting for you when you return.
  • You will have peace of mind knowing your pet family is in capable, loving hands and receiving the best care possible.
  • We give your home a lived-in look by bringing in the newspaper, mail and rotating lights and blinds.
  • Your pet family is our number one priority! No need to impose on family, friends, or neighbors that all have their own busy schedules to tend to.

Would you visit my cat every other day?

Your cat may be independent. However, we strongly feel cats should be observed at least once during a 24 hour period. Cats can be very curious and may become trapped somewhere away from their food, water or litter box. They also may become ill and require immediate medical attention. Therefore, we require a minimum of one visit per day.

What happens if my Pet Care Specialist cannot make it?

We are a professional pet care businees and will always provide your pets with their scheduled visits. If your Pet Care Specialist has an emergency, such as illness, a car accident, etc. our team will step in to ensure service is not interrupted.