Frequently Asked Questions

Frequently Asked Questions (FAQs):

About Our Service

Do you have a guarantee?

We are confident that our services will meet your needs. Our Uncommon Guarantee is our commitment to you. If, for any reason, we fail to meet your expectations, we’ll credit you for a future service so we can make it right!

When does your service operate?

We’re here for you every day! Our regular office hours are from 9 am to 4 pm, Monday through Friday. Additionally, a member of our Leadership Team is on-call after hours and during weekends. In case of inclement weather or other circumstances that may disrupt our normal schedule, we’ll remain on standby and resume service when it’s safe to do so.

Do you have an app?

Yes, we offer two apps to enhance your experience. Our “2 Paws Up” app provides everything our website offers and more. Additionally, we have the “Time to Pet” app, which allows online customer portal access 24/7. This portal lets you schedule service requests, receive notifications, and communicate with our Leadership Team and your pet sitter/dog walker.

How do you access my house?

We are a “keyless company.” All access remains at your property to ensure the care of your pets. We made this decision a few years ago after a situation where we couldn’t access a client’s house except by boat due to flooding. Keeping access on your property, whether it’s through a door code, garage code, or ideally, a lockbox, ensures access even in emergencies.

We have Company lockboxes available for your use. We’ll place the lockbox on your property in an inconspicuous location. It’s meant to stay there for the duration of our services or emergency purposes until you no longer require our service. If you move or no longer need our services, you can return the working lockbox to our office.

Can I use my own lockbox?

Absolutely! Many clients already have one or prefer to use their own. If you choose to do so, please ensure you check the code and function of your lockbox before you leave. If the code or location changes, please let us know.

Can I provide a garage code or door code?

Certainly, we can use garage or door codes, but we recommend having a lockbox with a working key in addition to these codes. There have been instances where batteries die, signals reset, or mechanics fail, so having a backup option such as a key hidden outside where our pet sitter/dog walker can access it is important to ensure we always have access to your pets for their safety.

Can I deactivate my door lock when you arrive?

Smart locks have become more popular. While they offer convenience, we cannot rely on remote unlock/lock systems for our scheduling. We understand your time is valuable, and waiting for technology to respond can lead to delays in caring for your pets.

How do I schedule services?

You can reach us during office hours at (770) 695-3096 or by email at barbie@2pawsupinc.com. Most of our clients find the convenience of our secure Customer Portal to be their preferred method. Through your portal, you can request services and receive quick confirmations.

What is your COVID policy?

Our COVID policies are aligned with guidance from the CDC and local health authorities. Our staff self-monitor daily and will alert us if they’re feeling unwell, allowing another team member to take over their pet visits. Upon request, our employees will wear masks in your home.

For our dog walking clients, we ask that you have all necessary items close to the access door to limit surface contact in your home. If your dog is the type that greets us, please ensure they’re secure when we arrive unless you prefer otherwise.

We remain open to any additional suggestions you may have to enhance your family’s comfort and safety.

Payments and Fees

How can I make a payment?

2 Paws Up Inc accepts payments through your secure Customer Portal using ACH and credit card options. Please note that your Pet Care Team cannot accept payments left on the counter.

What is the payment process?

Invoices are due three business days before the first date of service. You can log into your account and process your payment, including adding a tip for your Pet Care Team, before this deadline. Invoices are automatically processed up to three business days prior to the first date of service.

Are there fees for additional pets?

At 2 Paws Up Inc, we charge only $1 per additional pet.

Are there any additional fees on specific days?

We have Holiday Fees of $10 per visit for the following days: New Year’s Eve, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, The Day after Thanksgiving, Christmas Eve Day, and Christmas Day. Additionally, last-minute bookings with less than 24-hour notice will incur a visit fee.

Is there an extra fee for medication administration?

Our staff is trained to administer medications as prescribed by your veterinarian, including oral, topical, optic (ear), ophthalmic (eyes), and injectable medications. Standard medications are provided at no charge, while single injectable medications (Insulins, etc.) are $5 per injection.

Do you charge for registration?

Yes, there is a registration fee of $35, which covers the thorough onboarding process. This includes setup within our online system, a meeting with a member of our Leadership Team, and the proper setup of your Care Team. If you opt for our Lockbox service, there is an additional $25 fee. Alternatively, you can provide your own lockbox at no cost.

Pet Care

Do you provide services for more than just dogs and cats?

Certainly! While the majority of our services cater to dogs and cats, we’re enthusiastic about taking care of a variety of pets. Our team has diverse experience in looking after different animals, including but not limited to chickens, rabbits, various caged bird species, guinea pigs, gerbils, hamsters, chinchillas, sugar gliders, geckos, bearded dragons, and many more.

Can I request my visit times?

Our services typically run on 2 to 3-hour time windows. Working with pets can be “predictably unpredictable,” and we always allocate extra time in our schedules to accommodate any unexpected surprises we may encounter at your home. We structure our visits to keep your pets on a consistent schedule, as closely aligned with their normal routines as possible.

How do we know you were there?

As part of your membership with 2 Paws Up Inc, you will have access to our secure online Customer Portal. Within this portal, you can schedule services, communicate with your Leadership Team and Pet Care Team, and most importantly, receive notifications of our arrivals and departures from your home. These notifications include GPS check-in and check-out information, detailed notes from our time with your pets, photos, and even walk routes if your dog was taken for a walk. This information is readily available to you at any time in your personal conversation feed.

Can you visit my cat every few days?

While some individuals consider cats to be low-maintenance and opt for infrequent visits, our decades of experience have shown that leaving them alone for extended periods, even with ample food and water, can be emotionally and medically unhealthy for them. Therefore, we do require a cat visit at least once every 24 hours. During this visit, we will locate all pets in your home and perform at least a visual head-to-tail check to ensure their health and well-being.

Can you take my pets to the Veterinarian and groomer?

We are available to provide transportation to our current clients for appointments as needed. Whether it’s a trip to the veterinarian or the groomer, we’re here to assist you with the safe and reliable transportation of your pets.

What happens if my pets get sick?

Our Pet Care Team members are equipped to handle emergencies with immediate access to our Leadership Team and strong relationships with local veterinarians. In the event of a medical concern, we will make every effort to contact you and ensure your pet’s safety and well-being.

What if I need last-minute help or I have an emergency?

We are here to support you, even in unforeseen circumstances. For our current clients, we offer same-day service on an as-available basis with an on-demand fee. If you have an emergency or require last-minute assistance, please don’t hesitate to reach out. Current clients with established access can contact us directly through their customer “Time To Pet” portal, providing us with the necessary details, and we will assist you promptly, taking one more thing off your plate.

Dog Care

My dog is pee-pad trained. Will you come only once a day?

Even if your dog is proficient with pee pads, we believe that dogs need more than one daily visit for their physical and emotional well-being. For your dog’s health and happiness, we require a minimum of two visits per day.

My dog has a dog door. Will you come only twice a day to feed him?

For pet owners with dog doors, we recommend two visits a day for optimal socialization. However, we understand that you may prefer once-a-day visits. In this case, we will maintain our standard twice-a-day schedule (approximately every 12 hours). We do advise closing the dog door overnight to ensure the safety and security of your home.

How long are dog walks?

We tailor our dog walks to your specific needs. Most clients request our 20 to 30 minute walks, which are designed for dogs to take care of their business and enjoy a walk or snifffarey. We also offer Extended Walks for multi-dog households or dogs that require more exercise to burn off excess energy.

Do you do group walks?

Our services are structured for private walks only. However, if your dog has a compatible “friend” in the same building or on the same street and they enjoy walking together, we can discuss this when you contact us.

What kind of walking tools do you use?

We typically use the walking equipment that your dogs are most comfortable with and that works best for them. If your dog struggles to walk on a loose leash with their current equipment, we may recommend a more suitable option for their safety. We do not use remote trainers within our service.

Will you let my dog go off-leash?

We do not conduct off-leash walks. We require dogs to wear a snug-fitting, functional collar, or harness for safe walks. When letting dogs out in the backyard, it will be in a fully secure, fenced area. A completely trained dog may also be let out in the backyard if there is a functional electronic fence with working batteries.

Do you pick up poop?

We clean up any pet waste that occurs during our visits, whether in the yard or during our walks.

What training methods do you use?

While we are not certified professional dog trainers, we work closely with them and have extensive training in behavior recognition and modification. We use reinforcement-based methods, incorporating Fear Free practices. Our primary role is pet care and walking, not dog training. If your dog requires additional training for their safety or ours, we have a dedicated trainer on our staff who is available.

Do you take care of puppies?

Minimizing disease exposure is vital for young puppies until they are fully vaccinated. 2 Paws Up Inc can assist by keeping them at home with minimal exposure. Your Care Team will follow sanitization protocols between homes and take measures to prevent visible exposure when outside. Our Puppy Program is a popular choice for clients who want to ensure their new puppy’s potty-training stays on track, even while they are at work.

What do you do in hot weather?

Since we experience extreme temperatures in Georgia during the summer, we closely monitor daytime temperatures to ensure the safety of our dogs. We consider factors such as age, size, breed, coat type, and structure. We may adjust our visits and walks to protect dogs from extreme heat. This might include a brief outing for business, indoor playtime, and a short walk before completing the visit.

What do you do in cold weather?

In colder conditions, we manage extreme temperatures much like we do in the heat. If your dog is accustomed to wearing coats and boots, we’re happy to dress them in these if it’s safe and secure for leash attachments.

About Our Care Team

Are you licensed, insured, and bonded?

We are licensed in Gwinnett County. To ensure your peace of mind, we maintain comprehensive liability insurance that covers your home and pets while you’re away. Additionally, we have a bonding policy in place, and carry workers compensation insurance. Our staff is not only extensively trained and background-checked but also backed by these important policies.

Do you train your pet sitters/dog walkers?

Our commitment to excellence sets us apart in the realm of in-home pet care professionals in Gwinnett County. We subject our team members to rigorous training and testing in areas such as policies, animal health and behavior, and security. We also prioritize ongoing education to ensure that we stay up-to-date with the latest and best practices.

Can I contact my caregiver directly?

You can easily reach a member of your Care Team through your customer portal if you have any additional requirements for your home or pets.

Should I tip?

As a personal service, dog walking and pet sitting are considered roles where tips are appreciated. We value our employees, and we know you do too! While tips are never expected, they are always welcomed. If you wish to tip your pet sitter or dog walker, you can leave the tip separately marked for them at your home. Alternatively, you can include a tip with your invoice if you choose to pay your invoice on line before your service. NOTE: We do charge all credit cards 3 days prior to the first day of service automatically.

Will you allow job sharing?

While we don’t recommend job sharing, we can accommodate it. In our type of service, “job sharing” involves a combination of services between multiple parties. This may include neighbors or family members sharing care responsibilities. We do require contact information for all parties involved and request that they leave notes after each visit with details of care. Additionally, we’ll have you sign a Hold Harmless clause to release us from liability should anything occur during your service that we cannot control.

What if I need to cancel?

Cancellations do happen, and we aim to be as flexible as possible while maintaining a predictable work schedule for our staff. For midday dog walks, you can cancel by 9 pm the night before with no penalty. If you have a trip scheduled, please cancel with more than 24 hours’ notice before the first scheduled visit. Our specific cancellation policies can be found in our Terms, which include different notification requirements during Peak Times for credit.

What if I come home early?

If you return home earlier than expected, please provide us with as much advance notice as possible. We appreciate not showing up for a scheduled visit when it’s no longer needed. If you give us more than 24 hours’ notice, we can credit that visit for future services. However, any cancellation made less than 24 hours from the first visit forfeits the visit fee.

Do I get to meet my dog walker or pet sitter?

During your registration with our company, you’ll work with a member of our Leadership Team. They will gather all the details for your pet and home care and ensure accurate and consistent entry into your portal. Our Leadership Team is an integral part of your Care Team. You can certainly arrange a scheduled visit to meet a member of your Care Team at your convenience!

What if my pet sitter or dog walker isn't available?

2 Paws Up Inc operates 24/7, 365 days a year and functions as a closely-knit local team dedicated to you and your pets. You are typically assigned 2-3 Care Team members in your area to assist you when needed. They all have access to the details of your requirements and can seamlessly transition care among themselves should someone be unavailable.

Providing True Peace of Mind by Keeping Your Pets Safe, Healthy and Happy!

You can call us at 770-695.3096