Frequently Asked Questions

I don’t live in a Highrise… Would you still serve my pet?

Yes, our office is located in River North and we serve the neighborhoods that are ~1.5 miles from our office. You do not have to live in a Highrise to be part of the Highrise Pet Care Family 🙂

How will you access my home? Do I need to provide you keys?

The simplest way for us to access your home is by leaving a key with your doorman which we’ll “check-out” prior to each visit. If your building/home does not have a doorman, we recommend purchasing a lockbox so your dog walker get the key each day. The Highrise team does not hold on to keys. 

Are your Caregivers background checked?

Yes, all Caregivers are background checked, bonded and insured. Learn more about how we select the members of our team.

On which days are you unavailable?

Highrise Pet Care observes the following holidays. On these days there are no regularly scheduled services unless specifically requested and approved. Services on these days will follow holiday pricing:

  • September 3, 2018: Labor Day (Monday)
  • November 22, 2018: Thanksgiving (Thursday)
  • November 23, 2018: Black Friday (Friday)
  • December 24, 2018: Christmas Eve (Monday)
  • December 25, 2018: Christmas (Tuesday)
  • January 1, 2019: New Years Day (Tuesday)
  • January 21, 2019: MLK Day (Monday)
  • February 18, 2019: Presidents’ Day (Monday)
  • April 21, 2019: Easter (Sunday)
  • May 27, 2019: Memorial Day (Monday)
  • July 4, 2019: Independence Day (Thursday)

What is a “Meet & Greet?”

A Meet & Greet is a complimentary visit to your home where you’ll meet your pet’s Caregiver. Meet & Greets give us the opportunity to learn about the unique needs of your pet. We will gather important information (vet information, emergency contact, etc.) and you will have the opportunity to ask any questions you may have.

Will my pet receive individual attention?

Always 🙂 Your pets will receive the highest quality care and attention. For a typical 30-minute walk, your dog will be outside for approximately 24 minutes and the remaining time is for cleaning, feeding, and writing a detailed note to you.

Do you offer weekend and evening visits?

Yes! We would be happy to visit your pet on the weekends or after-hours (subject to Caregiver availability). To request a weekend please email us at schedule@highrisepetcare.com 5pm on Friday. Requests after Friday at 5pm may go unanswered until Monday morning. Our office hours are Monday-Friday, 9am-5pm. Service hours are 8am to 8pm, 365 days/year.

How long are potty breaks?

Potty breaks are 15 minute visits allowing enough time for your pooch to relieve herself. Potty breaks are great for small dogs and puppies who do not require as much exercise as larger pooches.

If my dog walker needs a day off, will our walks still get handled?

Yes. Our goal is to have two primary walkers for each dog so there will be a reliable backup in place should a Caregiver be unavailable for any reason.

What is your cancellation policy?

We offer cancellations at no charge when the cancellation occurs by 5pm the evening before the scheduled visit. A cancellation fee of 50% of the scheduled price will be assessed when canceling after 5pm (the evening prior) but 2 hours before the scheduled arrival. A cancellation fee of 100% of the scheduled price will be assessed when canceling less than 2 hours before the scheduled walk window.

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How do I schedule visits?

Schedule visits by emailing schedule@highrisepetcare.com.

I would like to schedule a 2:00pm walk… will my Caregiver arrive at exactly 2:00pm?

Both the city commute and pets can be unpredictable so we aren’t able to guarantee exact arrival times. Our arrival windows are two hours wide so if you’d like a 2:00pm visit, your Caregiver will arrive between 1:00pm & 3:00pm. 

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Do you have references?

Yes! We serve hundreds of pet families in downtown Chicago and we love providing references from happy pet owners!

I forgot to leave my keys with the doorman. Can you come pick them up from my office?

If time allows, we would be happy to pick up or drop off keys to you. There is a $10 fee for a key pick up or drop off.

I have to cancel my pet sitting at the last minutes. Is there a fee?

A non-refundable deposit of $89 is required for overnight pet sitting. This deposit will be credited towards your overnight pet sitting invoice.

Do you take dogs in your care to dog runs? Do you allow them to be off leash?

We only take pooches to the dog park if it’s specifically requested by the owners. We do not allow dogs to be off leash unless they’re in a dog run.

How do I make payments?

Highrise Pet Care accepts Venmo (@HighrisePetCare), checks, credit card payments, and PayPal. Check payments can made to Highrise Pet Care, LLC. Invoices outstanding greater than 14 days will be assessed a $10 fee. 

Will you administer medication?

On a case by case basis.

I scheduled a 30-minute visit. Will my dog be outside for 30 minutes?

Our Caregivers begin their GPS tracker when they enter your building. There are times when it takes an unusually long time to access the key from the door-staff. To fairly compensate our team for their time, this time is included in the visit. In most cases, potty breaks include ~9 minutes of time out of the apartment and 30 minute visits are ~24 minutes out of the apartment. The remaining time is spent getting/returning keys, going up/down the elevators, refreshing food & water, and you sending a quick email to let you know the visit has been completed.

Highrise Pet Care Dog Walking