Frequently Asked Questions

Find the answers to your questions here

Getting Started

How can I get started?

To schedule a free 30 Minute Meet and 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, 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 billed at the beginning 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. For pet sit visits, live-in stays, and private dog walks, your sitter will arrive within a 2 hour time frame of your choice of time block (excluding overnight). For young puppies (under 6 months) and senior pups without immediate bathroom or outdoor access, you have the option for us to arrive within a 1 or 2 hour window.

For pack walks and doggy play days, we will pick your dog up between 10 and 11:30 am and drop off between 1:30 and 3 pm (these times are subject to change).

Overnight time block is reserved for almost overnight and overnight stays.

Morning: 8 am – 11 am
Mid-Day: 11 am – 2 pm
Afternoon: 2 pm – 5 pm
Evening: 5 pm – 8 pm
Overnight: 10 pm – 6 am

Will I have the same sitter for every service?

When you start service, you will meet with 1-2 of our sitters. We work together as a team to provide consistent, top quality care. This allows us to increase our availability when you have last minute plans and need pet care or when one of your sitters needs time off for personal appointments or vacation time.

This means your pets will have their own personal pet care team. In the event we need a new sitter to cover one of your visits, we will give you enough notice so you have the option to schedule a Meet & Greet with the new sitter.

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 garage access codes as a sole entry method. In the event of a power outage or a failing battery, your 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. Your keys are always kept secure in our lock box.
Are services available every day, 365 days a year?

Pet sit visits & stays are available every day of the year!

Private walks are available every day of the week, Sunday through Saturday. Pack walks are available Monday through Friday. Both private and pack 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 8 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. Cancellations with less than 24 hours notice are billed in full. If a service has been paid for and canceled outside of the 24 hour time frame, the remaining balance will be applied to your Hush Puppies 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).

Are there any requirements (like vaccines) for dogs to go on pack walks and doggy play days?

We take some simple but necessary precautions. For the health and safety of our clients, dogs attending pack walks or doggy play days must be current in the following vaccinations and screenings:

Dogs must be vaccinated every 6 months for Bordatella (kennel cough) and we also recommend Canine Influenza + Stool Test. Dogs must be kept current on vaccinations or antibody titer tested for Rabies, DHLPP (distemper, hepatitis, parainfluenza, and parvovirus).

Puppies attending must be at least 16 weeks old and have their 3 sets of vaccinations and Rabies vaccine.

All dogs must be kept current on flea treatment. We cannot bring females in heat. Dogs over 10 years old or with pre-existing conditions need a Senior Release Form signed by their vet.

Dogs new to doggy play days must complete and pass a temperament test.

Are doggy park and beach play days available every day?

Doggy park play days are available Tuesdays and Thursdays. Doggy beach play days are available on Wednesdays. Both doggy park and beach play days are unavailable on Thanksgiving, Christmas Day, and New Years Day. These days are reserved and fully dedicated to Pet Sitting Visits.

How do you handle dog walks on extremely hot or cold days?

Depending on the severity of weather conditions, Hush Puppies will either continue as usual or shorten walks with notice. Hush Puppies 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 our doggy water bottle, put on your dog’s booties, and upon request, 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 pet or snuggling. During our walk, we will bring along an umbrella and put on your pups raincoat.

How do groomer and vet visits work?

As part of our pet taxi service, we will drive your pets to and/or from their groomer or veterinary appointment. Then we stay on standby for your pet, whether they’re getting nails trimmed at the groomer staying for a vet appointment. We will follow your instructions and upon request, arrange a call so you can talk directly to the doctor or vet staff.

Can you drive more than 5 miles for pet taxi?

We find that most of our pet taxi trips end up being 5 miles or less. In cases where your pet’s destination is further, we can likely still arrange for that. After the 5 mile mark, there is a 1.15 cent per mile surcharge. This is our way to adequately compensate our sitters.

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 sit visits if you’re within a 10 mile radius of Lakewood, Long Beach, or Signal Hill. Please note there is a 1.15 cent per mile surcharge. This goes directly to your sitter to fairly compensate for mileage. If we become more prominent in your area, we will no longer charge this.

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 (Premium – 12 Walks / Play Days, VIP – 20 Walks / Play Days, VIP Puppy – 40 Walks / Play Days).

For a personalized package, select “schedule, request new service, multiple visits.” From here, you can mix and match your dog walks and doggy play days. Simply add enough services to meet one of the package minimums.

Can I mix dog walks and doggy play days in a package?

Most definitely! You can mix and match private walks, pack walks, and doggy play days listed under any corresponding package to create an “a la carte” package that works best for you and your pup.

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 (Premium – 12 Walks / Play Days, VIP – 20 Walks / Play Days, VIP Puppy – 40 Walks / Play Days).

For a personalized package, select “schedule, request new service, multiple visits.” From here, you can mix and match your dog walks and doggy play days. Simply add enough services to meet one of the package minimums.

Can I mix dog walks and doggy play days in a package?

Most definitely! You can mix and match private walks, pack walks, and doggy play days listed under any corresponding package to create an “a la carte” package that works best for you and your pup.

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 switch or drop a monthly package is the 5th of that 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 at least 24 hours notice. The deadline to switch or drop a monthly package is the 5th of that 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 5th of the month for that 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 5th. Once the due date has passed, clients are committed to the services in their package and the assigned minimum cost.

Book Meet and Greet

Schedule your complimentary consultation to get started today