Whiskers, Aquatics & Exotics would like to make your experience as easy and enjoyable as possible.  Seen below are some of our frequently asked questions to assist you.  If you do not see an answer to a question, please feel free to contact us and we would be happy to answer any further questions you may have.

Q: Why choose WAE Pets as my pet sitting service?

A: We understand that a pet is not just an animal, he/she is family. Many of us have more than one pet of multiple species, sometimes making it difficult to find an appropriate sitter with real experience. We believe if you’re paying for a service, you deserve qualified individuals providing that service. If you are looking for pet sitters with degrees and more advanced on the job experience with canines, aquatics, felines, avian species, reptiles, amphibians and exotic animals, this is the company for you.

Q: If we request a certain time for a sit, will you always arrive at the specified time?

A: We will agree upon a time frame that the sitter will arrive between. If your pet has a medical condition that requires visits at exact times, that can be arranged.

Q: In the case of a pet having an “accident” will it be cleaned up?

A: WAE Pets would always like to leave your house as clean or cleaner than we found it. Accidents will always be cleaned up without question. Dogs are assumed to be potty trained and should be scheduled for the appropriate number of sits per day, minimizing accidents. If the animal is not potty-trained or is not receiving enough sits per day this could be the reason for using the bathroom inside the house. For the comfort and care of your pets, if there are “accidents” occuring more than every 3rd sit, we will require more sits be added per day.

 

Q: For a new client "Meet and Greet," what information will I need to provide?

A:  The “Meet and Greet” is a time for the petsitter to meet the pet and for the owner & pet to meet the sitter to see if they will be a good match. All forms will need to be filled out prior to service. All the forms are available on our website under “Forms.” We ask that you please print and fill out the forms before the new client “Meet and Greet.” This will allow for the “Meet and Greet” to run smoothly and take up less of your time.

Q: Is it necessary to provide WAE Pets with 2 keys?

A: Yes. We do require 2 keys are provided, 1 for the sitter and a backup key to be stored by WAE Pets. in case of an emergency. Upon completion of service, we will arrange for keys to be returned. See “How Will my keys be returned to me…” below.

Q: Are new client "Meet and Greets" free?

A:  Yes, always. We want to provide our new clients with the opportunity to get to know WAE Pets and ask as many questions as possible.

Q: What will WAE Pets do in case of an emergency?

A:  In case of an emergency we will try in every way to get in contact with you.  In the circumstance that we are unable to reach you, we ask that you fill out our ICE sheet under the “Forms & Legal” tab before so that we can best assist you.

Q: May I tip my pet sitter?

A: If you are pleased with the service and feel that the sitter has gone above and beyond gratuities are accepted and appreciated.

Q: Will my dog’s waste be picked up when you are walking and how is it disposed of?

A:  Yes, always. WAE Pets provides their own dog waste bags, so one less thing you have to worry about! We do require that a receptacle is provided for the proper disposal of the bags.

Q: Which animal species do you provide care for?

A: We welcome almost every animal species. The only animals that we will not provide care for are ones that we feel can not be cared for safely or legally. Certain reptiles, aquatic and exotic species are known to be aggressive and we do have experience in this and are willing to provide care as long as the animal is in a proper enclosure and a sitter can care for them safely without causing injury to either the sitter or your pet. The new client “Meet and Greet” will decide this.  

Q: Is it possible to book my sits directly through my sitter?

A: No. We apologize for the inconvenience, but in order to keep organized and consistent service we only allow booking through our phone or website.

Q: What are your hours of operation?

A: Our office hours for booking sits or Aquarium Maintenance are 9:00-5:00pm Monday-Friday.

Our normal service hours of operation are 9am- 8pm

Q: Will my pets have the same sitters every time?

A: Your pet will never be assigned to a new sitter without first having met the sitter several times before. By no means will we allow your pets to be handled by anyone you are not comfortable with.

Q: Is there any guarantee of service satisfaction?

A: We take pride in the happiness and contentment of our clients and their pets. If for any reason you are unsatisfied with our service, we will do everything within our means to correct it and ensure your satisfaction.

Q: What animal/pet experience do you have?

A: The owner has a degree in Biology with a concentration in Marine Biology and 12 years of professional animal care experience. She has interned and worked at locations such as the Rhode Island Audubon Society, Canine and Company, the New Jersey Aquaculture Innovation Center and New Jersey Fish and Wildlife. While working at these locations, she took care of cats and dogs, large predatory birds and parrots, saltwater reef and freshwater aquariums ranging from pico to over 500 gallons in size as well as insects, small mammals, reptiles (including large snakes and lizards, and delicate baby chameleons) in addition to many other exotic species. Before you are assigned a sitter, you will have the opportunity to meet the sitter and become familiar with his/her experience.

Q: Will you take care of my pet(s) without meeting them if I can't schedule a new client "Meet and Greet"?

A: No. The needs of individual animals, alarm systems in homes, and locations of pet care items vary greatly. We require a “Meet and Greet” prior to accepting a new client. It is more personal for you to be able to meet the sitter prior us taking care of your pets.

Q: May I schedule cat visits every other day?

A: No. In order to insure the proper care of our feline friends, we require a minimum of one visit a day to check in on your pet.

Q: In the case of inclement weather, what happens?

A:  If a pet was scheduled for a walk and the weather is too dangerous to go outside, the client will be charged only the minimum (15 min) sit – even if they are scheduled for a 30 or 60 min sit – because the full walk is not able to take place. If it is raining or snowing but is otherwise safe to walk outside, we will continue with the walk as normal unless otherwise requested by the client.

Q: Can I receive pet updates while I am away?

A: WAE Pets will always leave a note inside your home to let you know they were there and how the animal did that sit. If you are going away on vacation and would feel more comfortable also receiving text updates on your animals, that is no problem and will be provided free of charge. We strive to care for your pets just as much as you do.

Q: Is there an extra fee for holidays or emergency services?

A: Any service not scheduled at least a day in advance or any service outside of the normal operating hours of 9am-8pm will be considered an emergency. Emergency service and holiday price rates vary on a case by case basis. You can see more about our policy on our pricing and fees page.

Q: Are you licensed, insured and bonded in New Jersey?

A:  We are fully licensed by the State of NJ, Insured and Bonded by Pet Sitters Associates. Most importantly we are recommended by our customers.

Q: Do you provide pet boarding?

A: No, we only provide in home pet sitting and aquarium maintenance.

Q: Do you offer an overnight pet sitting service?

A:  No. We can arrange for early morning and late night sits, but do not do overnight sits.

Q: What forms of payment are accepted?

A: Payment can be made by cash, credit or check upon completion of service. Payment by credit card will have an additional 4% processing fee. For invoices totaling over or equal to the amount of $500, half of the bill must be paid before the commencement of services, with the rest being paid upon completion of services. Late payments will be subject to fees of 20% of the bill for every week the payment is not received.  

Q: If I should return earlier than expected, or leave later than expected will I be given a refund?

A: You will still be charged the full amount for the sits. In order for the sits to be booked, WAE Pets allot the  materials for your sit, and will not be able to schedule more sits for the block of time you have reserved.

Q: What is your cancellation policy?

A: We require a minimum of 24 hours of notice for cancellation of a sit or the client will be charged a fee. For the cancellation of saltwater aquarium sits, the client must give the required 24 hours of notice or they will be charged a cancellation fee plus the cost of salt for their water change.

A: Holiday Cancellations: If a client cancels a visit, we may not be able to fill that time slot. For major holidays, a week’s notice is required.  Any cancellation made 2-6 days before said sit will be charged 50% of the sits.  Any sits canceled 24 hours or less before a holiday will be charged the full amount for those sits.

Q: What is your mailing address?

A: PO Box 341

431 Main St.

Three Bridges, NJ 08887

Q: What happens if my pet(s) run out of food?

A: We will notify you that you have run out of food.  If you require us to pick up more food, we are able to provide that service for a $25 fee, plus the cost of food.  If a separate trip is required to return to feed the animal, that will be charged as a 15-minute sit. These charges will be placed onto your credit card on file.

Q: How will my keys be returned to me if service is discontinued?

A: If you give us notice prior to your last sit, we are available at the time of the sit, we can return them to you in person at your last sit. You may also opt to schedule to pick them up at our location at 431 Main St., Three Bridges, NJ. If you need the keys mailed to you, we can mail them to you for a fee of $5, or drop them off in person for $15.

Q: What is your privacy policy?

A: We understand the confidentiality of the information required for pet sitting. We are committed to protecting your privacy with the information provided to us. The business owner and manager are the only people with permission to access credit card or full client contact information. Pet sitters are only given access to the address, pet(s) name(s) and information applicable to the proper care of the animals involved in the sit. Should service with W.A.E. be discontinued, we will no longer store credit information on file and it will be disposed of in a secure manner.

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