Frequently Asked Questions

If you have any special requests or a questions we have not answered please contact us!
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General FAQ

How do I get started?

Go to TorontoDogWalking.com and click new client registration. Tell us all about your pet(s), their routine and their needs! Once you have completed a profile; using the message function within your profile please let us know your availability for a meet and greet with your walker and we will set up the meet & greet. If you have any trouble setting up a profile, contact us!

Why should I hire Toronto Dog Walking for our pet care needs?

We are trustworthy, experienced, flexible and reliable. First and foremost, we are passionate about pets. We carry out the responsibilities assigned to us in a caring, loving and responsible manner. Each professional pet care providers are hand selected based on their experience and proven track record working with animals. All professional pet care providers are background checked, insured and bonded. If an emergency should occur, we will send a back-up pet sitter or dog walker from our team. Learn more about the benefits of hiring a dog walker here.

What forms of payment do you take?

We accept cash, cheque, PayPal, interac email transfers and credit/debit card payments. Cash and/or cheque payments should be left on the kitchen counter prior to that weeks service or leaving for your vacation. If you choose to pay by credit card you will need to add your credit card to your online profile; we cannot view your card details and all details are hosted on a secure platform.

Do you have black-out dates?

No. We work 365 days per year. Please book holidays far in advance to secure your bookings as they fill up fast.

Who should I contact if I need help scheduling, need to communicate care instructions, or have other questions or concerns?

Please call the office 1(888)-746-9912 or email us at support@torontodogwalking.com for any issues or scheduling needs. The office will be your primary point of contact for these things. The sitters are not responsible for scheduling, or updating information. This allows them to do what they do best, care for your pets.

Are you bonded and insured?

Yes! We are bonded and insured. All professional pet care providers are covered by our bond and liability insurance.

Do you only take care of dogs and cats?

No, while dogs and cats do make up the majority of our clients, we have also cared for rabbits, ducks, small birds, guinea pigs, turtles, fish, ferrets, hamsters and more.

Why is it necessary to meet and greet before you begin caring for my pet?

We like to give both owner and pet the chance to get acquainted to their new pet care provider. This is a good time to discuss your pet’s habits or requirements.

Should I tip my pet sitter?

Tipping your pet sitter is completely up to you but is encouraged if you are happy with your service. You can tip your sitter directly at the time when paying your invoice. All tips go directly to the sitter or shared between sitters if you have multiple pet care providers. Any tips that you choose to tip your sitter, either cash, cheque, or any other form of payment goes directly to your sitter.

Can I hire my pet sitter directly?

No! Please do not place our sitters in the uncomfortable position of offering them employment apart from Toronto Dog Walking. Our sitters are contractually prohibited from soliciting or accepting employment directly from our clients.Your pet would not be insured if anything were to happen.

When do I pay for my services?

We do require payment in advance and your credit card will be charged the day of your first visit. If there are any extra charges, if for instance you were to need extra visits, we will invoice you for the extra charges and charge your credit card.

What if there is an emergency with my pet?

You will be contacted immediately. When you create your pets profile you will be prompted to create a vet release form for your pet.  In the event of an emergency, if you cannot be reached, we will seek medical treatment for your pet from your veterinarian or emergency vet for out of hours urgent attention is needed.

What are your business hours?

Our office is open Monday through Friday 9:00 am to 6:00 pm and Saturday 12:00 am – 3:00 pm. We offer pet sits, adventure walks and dog walking Monday through Sunday 6am – 11pm.

Dog Walking

Will I have the same pet care provider each time I use your services?

While we assign a primary sitter, we do not guarantee the same sitter each time you use us. If you have a regular schedule you will have a regular pet care provider. If you are looking for multiple visits per day, they will be shared. We work in teams and communicate often with each other, so all information is passed onto each sitter caring for your pets. We update your information in our pet sitting software as well. Many times sitters are off due to illness, personal obligations, vacations, or schedule conflicts. Our promise is that we will always have a trained, qualified dog walker/pet sitter to cover your pet care needs. They are pet first aid certified, insured, bonded, and background checked. We have found that our clients quickly get used to our team and are happy with the service we provide.

How much advance notice do you need for dog walking?

For daily dog walking we ask that you book your services on Sunday before the week commences, day before and last minute requests will be accommodated if we have availability. Same day service will incur a $5 late fee.

Is there a cancellation fee for dog walking?

It all depends! If you schedule daily dog walking, you can cancel free of charge 9pm day before service is scheduled. Full rate will be charged for cancellations after this time as you sitter has scheduled their day and route based on walking your dog!  

I heard someone say their dog walker is licensed. Are you licensed?

The city of Toronto require that if we walk more than 3 dogs at a time then the dog walker must hold a dog walking license. If your dog walks in a group walk of more than 3 dogs then your dog walker will hold a dog walking license.  

What about keys?

Unless you live in a condo or apartment building we require the use of a lockbox where you will store the key to your home. Unless a lockbox is not feasible we require three set of keys and two fobs if fob access is required. One set will be with the professional pet care provider doing the visit, your back up sitter and the other key will be stored in our safe. Should an emergency arise or there is a problem with a key, we will always have access to a back up key.

My cat/dog needs insulin. Can you given insulin injections?

We care for many pet that need insulin. As long as your pet is not aggressive we can administer insulin. However, please talk to us first. If a pet has had a recent reaction or is newly diagnosed, it may be best to board them at your vets.

Why is it necessary to meet and greet before you begin caring for my pet?

We like to give both owner and pet the chance to get acquainted to their new pet care provider. This is a good time to discuss your pet’s habits or requirements.

How do I request a dog walk or visit?

We know you’re busy! So, for your convenience, we use a scheduling software. Simply request your visits, receive confirmation – it’s that simple! It’s always easier to schedule a visit and cancel then request a last minute. If you have a last minute request we will do our best to accommodate!

Easily! Existing clients can schedule visits 24/7 online using our handy Online Scheduling Portal. This lets you setup your pet’s schedule exactly how you want it, specifying if a feeding or medications are needed, and a few other handy extra services

What's the difference between pet sitting and dog walking?

A visit is considered a “pet sit” when you have left your home for an extended period of time (vacation, work trip, etc..). We require at least 3 visits for dogs during pet sits. Cats are considered a bit more independent, and can tolerate one visit a day. Dog walking happen while you’re at work or away from your home, but still coming home that night to care for your pets.

Pet Sitting

How do I know my pets are being cared for while I’m away?

We use the best pet sitting software in the industry. Our pet care providers have access to this software on their phone. They check in when they arrive at your home and check out when they leave. Their location is GPS marked when they arrive and leave your home. At the end of the visit, your sitter will send you an email journal letting you know how everything went during our visit along with a picture of your pet. We include detail on your pet’s health, happiness level, and eating patterns, etc. You can interact with your pet care provider directly through our software. The conversation is kept forever, for future reference, if needed. If you are unable to receive emails, you may log into your account anytime and see the messages we left. We also comment on the status of your home. We encourage you to call, text or email us anytime.

What if I don’t make it back from my trip on time?

Please notify us immediately if your return home is delayed. We continue our services until you return. Your pets ALWAYS come first.

Will I have the same pet care provider each time I use your services?

While we assign a primary sitter, we do not guarantee the same sitter each time you use us. If you have a regular schedule you will have a regular pet care provider. If you are looking for multiple visits per day, they will be shared. We work in teams and communicate often with each other, so all information is passed onto each sitter caring for your pets. We update your information in our pet sitting software as well. Many times sitters are off due to illness, personal obligations, vacations, or schedule conflicts. Our promise is that we will always have a trained, qualified dog walker/pet sitter to cover your pet care needs. They are pet first aid certified, insured, bonded, and background checked. We have found that our clients quickly get used to our team and are happy with the service we provide.

I do not feel comfortable having different team members in my home without meeting them first. Would it be OK to set up a meet and greet with each sitter before we leave home?

Absolutely! The initial meet & greet is complimentary and we offer Meet & Greet visits for $15 for up to a 30 minute introduction. If you need more time, we’re happy to schedule an extended 1 hour visit for $30. You may schedule a Meet & Greet in the scheduling software. Note that this may become costly as time goes on and various sitters are caring for your pets. If this is a critical need for you, we may not be a good fit for you. You may want to look for solo sitter with back-up sitters in case of an emergency. We encourage you to inspect insurance, bonding and background check those you are interviewing.

Do you have black-out dates?

No. We work 365 days per year. Please book holidays far in advance to secure your bookings as they fill up fast.

How much advance notice do you need for pet sitting?

We prefer at least 5 days notice, but in an emergency situation, we will aim to meet with you immediately. The New Client Consultation is an absolute requirement before we can do our first pet sitting visit. At the consultation you meet us and we get to know you and your pets. We learn your home/pet care routine. A late fee of $25 will apply.

Is there a cancellation fee for pet sitting and boarding?

There is no cancellation fee for trips cancelled two weeks prior to scheduled services.  50% charge will apply for trips cancelled after this period. The reason for implementing the cancellation fee is that your sitter has made themselves available to stay with your pets while you are away, could not accept any other job requests and have planned on that income.

Are my keys returned after each set of visits?

No.  If the use of a lockbox is not an option for you we require three working house keys from each client, if we need a fob to access your building we will require two fobs.. We retain keys in our office for future visits (no charge). Picking up and delivering keys before and after a scheduled set of visits adds a layer of unnecessary complexity for both the clients and us. Furthermore, our pet care providers must be paid for their time and travel to pick up or deliver keys, therefore, we charge for this service for those clients requesting their keys.

Those wishing to obtain their keys have three options:

  • An member of our team will hand deliver your keys  – Charge: $13
  • Return keys via Certified mail – Charge: $10
  • Client may pick keys up or drop them off from office, by appointment only – No Charge

*We cannot leave keys in client homes at the last visit because we may need to get back into your home if you get delayed.

My cat/dog needs insulin. Can you given insulin injections?

We care for many pet that need insulin. As long as your pet is not aggressive we can administer insulin. However, please talk to us first. If a pet has had a recent reaction or is newly diagnosed, it may be best to board them at your vets.

Do you only take care of dogs and cats?

No, while dogs and cats do make up the majority of our clients, we have also cared for rabbits, ducks, small birds, guinea pigs, turtles, fish, ferrets, hamsters and more.

What will I need to provide to you at our Meet & Greet?

At our meet & greet your pet care provider will pop by and meet you and your pets. We will ask you to show us where everything for your pet is kept and go through their routine. If you require dog walking, we will take your dog for a short 10 minute walk to see how we get on and go through any questions either of us may have. At the meet & greet you can show us the lockbox location or provide us with the necessary keys & fobs.

Can I leave a key hidden for you to use? Can I give you the remote to our garage door for you to use to enter our home?

Due to safety and security concerns we do not accept any jobs involved in hiding keys. We do not accept remotes as they can break or malfunction plus we do not have the space to store remotes.

Why is it necessary to meet and greet before you begin caring for my pet?

We like to give both owner and pet the chance to get acquainted to their new pet care provider. This is a good time to discuss your pet’s habits or requirements.

Should I tip my pet sitter?

Tipping your pet sitter is completely up to you but is encouraged if you are happy with your service. You can tip your sitter directly at the time when paying your invoice. All tips go directly to the sitter or shared between sitters if you have multiple pet care providers. Any tips that you choose to tip your sitter, either cash, cheque, or any other form of payment goes directly to your sitter.

Can I hire my pet sitter directly?

No! Please do not place our sitters in the uncomfortable position of offering them employment apart from Toronto Dog Walking. Our sitters are contractually prohibited from soliciting or accepting employment directly from our clients.Your pet would not be insured if anything were to happen.

When do I pay for my services?

We do require payment in advance and your credit card will be charged the day of your first visit. If there are any extra charges, if for instance you were to need extra visits, we will invoice you for the extra charges and charge your credit card.

What if there is an emergency with my pet?

You will be contacted immediately. When you create your pets profile you will be prompted to create a vet release form for your pet.  In the event of an emergency, if you cannot be reached, we will seek medical treatment for your pet from your veterinarian or emergency vet for out of hours urgent attention is needed.

How do I request a dog walk or visit?

We know you’re busy! So, for your convenience, we use a scheduling software. Simply request your visits, receive confirmation – it’s that simple! It’s always easier to schedule a visit and cancel then request a last minute. If you have a last minute request we will do our best to accommodate!

Easily! Existing clients can schedule visits 24/7 online using our handy Online Scheduling Portal. This lets you setup your pet’s schedule exactly how you want it, specifying if a feeding or medications are needed, and a few other handy extra services

What's the difference between pet sitting and dog walking?

A visit is considered a “pet sit” when you have left your home for an extended period of time (vacation, work trip, etc..). We require at least 3 visits for dogs during pet sits. Cats are considered a bit more independent, and can tolerate one visit a day. Dog walking happen while you’re at work or away from your home, but still coming home that night to care for your pets.

What are your business hours?

Our office is open Monday through Friday 9:00 am to 6:00 pm and Saturday 12:00 am – 3:00 pm. We offer pet sits, adventure walks and dog walking Monday through Sunday 6am – 11pm.

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