FAQ

Here are some common questions about Pet Heroes.
Why should I use a professional dog walking/pet sitting company?
Your pets can stay in familiar surroundings where they are comfortable and safe while being care for by a bonded and insured pet care professional.  Maintaining your pet’s normal routine will reduce the amount of stress on your pet, and you won’t have to worry about your pet being exposed to germs.  Your home’s security will be enhanced with someone visiting your house each day.  If there is a problem with your home, your Pet Hero will notify you right away.  There is no need to arrange a time to schedule a bath and pick up for your pet because when you arrive home, your pet will be waiting for you!
Is Pet Heroes Bonded and Insured?
Yes!  All Pet Heroes staff members are bonded, insured, and covered by workman’s compensation.
What type of pets do you care for?
Our pet clients include dogs, cats, birds, guinea pigs, ferrets, hamsters, hedgehogs, turtles, rabbits, lizards and snakes.  We are open to caring for any pet you have.
How do I sign up for your service?

Just click the Request a Consultation link at the top of the screen and fill out the contact form.  We will contact you with available dates for a free in home consultation.  You can also email us hello@petheroes.com or call us at 847-776-PETS.  You can also go ahead and create a profile in our online scheduling software by clicking on the Register Here link at the top right hand side of navigation menu, so we can go over your pet’s care during your consultation.

How do I schedule or cancel Pet Heroes services?
Once your profile is completed and we have scheduled your intitial consultation, you will be able to book your appointments online whenever  it is convenient for you to do so.

To cancel services, please email hello@petheroes.com or call us at 847-776-PETS.

Why is a consultation needed?
The consultation gives us the opportunity to meet you and your pet and go over your pet’s usual routine.  This is a great opportunity for you to get to know us and ask questions.  We will go over your profile and make sure we understand all of your instructions.  Please have your pet’s vaccination records and either two sets of keys or a garage code and key ready for your consultation.
How are keys handled?
Pet Heroes requires two working keys or a garage code and a key to be provided during the initial consultation.  If you live in a gated community or apartment building, we must have a gate card or key fob to get into your building.  For your security, no keys will be mailed or hidden outside.

Keys are kept in the safe at our office and coded with a number and your pet’s name.  There are no paper records kept at our office that could ever connect your numbered key to your home.

How do I make a payment?
Payment is due at the beginning of the following month for our monthly walk clients and the first day of service for our pet sitting clients.  We accept all major credit cards as well as checks.  You can login into your online profile at any time to update your credit card information or print out an itemized statement of your visits.
What is Pet Heroes cancellation policy?
We require 24 hours notice for all cancellations.  Thank you for your understanding.
Should I tip my designated pet care professional?
Gratuity is not required, but is always appreciated when you choose to recognize the dedication and care your pet care professional provides.  You can leave cash for your Pet Hero to pick up at your home, or you can add a tip to your bill in your online profile.
How much advance notice does Pet Heroes require?
The earlier you book, the more likely you are to get your favorite Pet Hero!  We are happy to accept last minute requests depending on the availability of our staff members.  If you are new client, please allow time to schedule a free in home consultation before your trip.
Do you work holidays?
Absolutely!  We work on holidays, so you can enjoy time with your family and friends.  Leave the walks, feeding, litter box scooping, and play time to us!
How does Pet Heroes handle inclement weather situations?
Your pet’s safety is our top priority.  In the event of extreme weather, our pet care professionals have protocols to determine if the visits need to be modified to eliminate exposure to elements.  Please leave us a towel to clean wet and muddy paws!

If weather makes travel difficult, we ask our clients to be understanding of walk and visit times, as we may need to widen our timeframes when travel is dangerous.

Still need help?
Send us a message!

For any other questions, please email us at hello@petheroes.com
or call us at 847-776-PETS

©2018 | Pet Heroes®| All Rights Reserved | Your Friendly Neighborhood Pet Care Professionals | Design by VisionFreak