Frequently Asked Questions

I don’t live in a Highrise… is that okay?

Yes! You do not have to live in a Highrise to be part of the Highrise Pet Care Family 🙂

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

The simplest way for your pet’s Caregiver to access your home is by leaving a key with your doorman. If your building/home does not have a doorman, we recommend purchasing a lockbox so your dog’s Caregiver may access the key each day. Caregivers not hold on to keys. 

Are your Caregivers background checked?

Yes, all Caregivers are background checked, bonded and insured.

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:

  • November 28th, 2019: Thanksgiving Day (Thursday)
  • November 29th, 2019: Black Friday (Friday)
  • December 24, 2019: Christmas Eve (Tuesday)
  • December 25, 2019: Christmas (Wednesday)
  • January 1, 2020: New Years Day (Wednesday)
  • January 20, 2020: MLK Day (Monday)
  • February 17, 2020: Presidents Day (Monday)

What is a “Meet & Greet?”

A Meet & Greet is a complimentary visit to your home where you’ll meet your pet’s Caregiver. Your pet’s Caregiver will gather important information (vet information, emergency contact, etc.) and you will have the opportunity to ask any questions you may have. Meet & Greets are complimentary for new clients who set up a recurring schedule of visits. Additional meet & greets beyond our initial introduction may be set up for $10.

Will I be notified if my primary dog walker is not available?
You will receive an auto-notification 12 hrs prior to the approximate arrival time with the name of the Caregiver visiting your pet. Because we offer flexibility with schedule, the schedule may change after the auto-notification has been sent. It is not standard protocol for us to notify clients if their primary walker is unavailable as all members of our team are trained employees of Highrise Pet Care.

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.

Are weekend and evening visits an option?

Yes! Weekends and after-hours visits are subject to Caregiver availability. To request a weekend visit please email info@highrisepetcare.com by 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.

Will you use a harness when walking my dog?

For safety reasons all dogs are required to wear a harness. Exceptions may be made for dogs with special needs (age, injury, etc). Check your dog’s harness to ensure it fits properly (link). We recommend this leash & harness.

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 4pm the day before the scheduled visit. A cancellation fee of 50% of the scheduled price will be assessed when canceling after 4pm (the day prior) but 3 hours before the scheduled arrival. A cancellation fee of 100% of the scheduled price will be assessed when canceling less than 3 hours before the scheduled walk window.

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I forgot to leave a key at the front desk. Will I still be charged?

Yes, if a Caregiver is unable to enter your home a full cancellation fee will be charge in order to properly compensate our Caregivers for their time.

How do I schedule visits?

Schedule visits by emailing info@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. If you’d like a 2:00pm visit, your Caregiver will arrive between 1:00pm & 3:00pm. Our arrival window is one hour for puppies under six months old.

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Do you have references?

Yes! Our Caregivers serve hundreds of pet families in downtown Chicago and we’d be delighted to provide references!

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.

Do Caregivers take dogs to dog runs? Are they allowed off leash?

Caregivers only take pooches to the dog park if it’s specifically requested by the owners. Caregivers 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), credit card payments, and PayPal. Invoices will be assessed a $10 fee for every 7 days they remain outstanding.

Will you administer medication?

On a case by case basis.

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

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

15min Potty Break