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Frequently Asked Questions

  • Do you have an app?
    Yes, our app allows clients to schedule visits, have conversations with they walker/sitter, and see journals with after-visit updates about your pet.
  • How do I schedule walks?
    We have an app that allows clients to schedule walks 24 hours per day!
  • How do I make payments?
    We accept major credit cards, checks, and Zelle as forms of payment.
  • What are your hours?
    Office Hours (Weekdays): 8:00am to 4:00pm Dog Walking & Cat Sitting (All Days): 8:00am to 8:00pm Overnight House Sitting (All Days): 7:00am to 7:00pm
  • What are you COVID-19 protocols and accommodations?
    Heaven Sent is open, and our entire team is fully vaccinated for COVID-19. We continue to follow strict COVID protocols, CDC guidelines, and Pet Sitters International best practices for all pet visits and “Meet & Greets”. We also offer other accommodations for specific clients, such as contact free hand-offs for walks. Contact tracing is also used for any positive tests of employees. Read more in our COVID-19 specific page.
  • Are you insured?
    Yes we are insured!
  • What is the process of signing up?
    We have a three step process of making sure we are a good fit for your pets and family, including a meet and greet. Read more on our Getting Started page.
  • What areas do you service?
    Evanston, Wilmette, and Kenilworth are the neighborhoods we service.
  • What is the process of the Meet and Greet? Why is it necessary?
    The Meet and Greet ensures that we will be able to take the best care of your pet(s) and that our walker will be a good fit. More about our process on the Getting Started page.
  • Do you operate during the holidays?
    We are open for service 365 days per year for our vacation care services. For daily dog walking, we do not regularly schedule care during these times, but these walks can be added to your schedule by request. Premium Holidays: Christmas Eve, Christmas Day, New Years Eve, New Years Day, Thanksgiving, Black Friday. Regular Holidays: Memorial Day, 4th of July, Labor Day There are surcharges added to the base care costs for these holidays. Read more about the different rates on our services page.
  • How do you keep my keys secure?
    We require three copies of your keys so we are always prepared. Each member of your walking team has a copy and we also keep an emergency copy locked in our office. Each key is tagged so that they cannot be traced back to the house even if they ever were lost. All keys are locked and connected to the walker/sitter with a technology called Key Bak. At the office, keys are kept under lock and key at all times.
  • Can you transport my pets? (to the vet, groomer, etc.)"
    Yes we can! Contact the office for more details and the setup process.
  • What is your cancellation policy?
    Please contact our office for more informations.
  • Why do you need three sets of keys?
    We always like to be prepared. Each member of your dedicated walking team has a copy and we also keep an emergency copy locked in our office.
  • What are your available hours for walks?
    Weekdays: 9 am - 4 pm After-hours walks: 4 pm - 8 pm Weekends: 9 am - 8 pm
  • Can you administer medications when you walk my dog?
    We can give your dog any type of non-injectable medications (i.e. pills, liquids, creams).
  • Will I always have the same dog walker?
    We have a dedicated dog walking team for each client. You will have a main walker and a regular backup walker, so you always know who is with your dog. Just in case both are out, we will always have another member of our regular team available, so your dog is always taken care of!
  • What do you do while out on walks?
    We typically walk in the neighborhood near the household, we are also happy to do off leash time in your yard if it is safe and fully enclosed.
  • What are puppy visits?
    Our puppy visits are perfect for making sure a new dog is ok while you are away during the day. We will stop by twice per day for a 15-minute potty break to prevent any accidents inside the house. For more information view our services page.
  • What do you do in case of extreme weather (heat and cold)?
    We will closely monitor your dog and their specific needs and make sure they receive the attention they need. We make sure they get their time outside as long as it is safe for them and if not we will spend time with them indoors.
  • Do you offer training services?
    Yes, we offer training and also mainly focus on reinforcement. We have one main trainer that we work with and refer clients to (direct them here)
  • Do you have backup walkers?
    Yes, we have a backup system for our regular staff and backup walkers, so you will always have one of our regular team members to walk your dog.
  • How many dogs do you walk at a time?
    We walk the dogs from one household at a time. If there are more than two dogs in a household we will break it up into two walks, this will require an extended visit. We have a rate for each additional pet, see our services page for more information.
  • Can you give my cat medications?
    We can give your cat or little critter any type of non-injectable medications (i.e. pills, liquids, creams).
  • What kind of services do you offer for cats and little critters?
    We offer periodic visits/vacation care and overnight house sitting. Learn more on our services page.
  • Can I meet my cat sitter before I leave?
    Yes, we can set up a convenient time for you to meet your sitter before you leave.
  • Do I get a report while I am away?
    Yes! We have an online journal feature through our app for every visit that describes any important information, including pictures of your pet. You can also comment and reply to your sitter through this report and have an ongoing conversation.
  • What is your cancellation policy?
    Contact our office for more information.
  • Can I have house sitting without being a regular client?
  • Do you have backup house sitters?
    Yes! We have backup house sitters in case of any conflict or emergency that may arise. Backup sitters will be a member of our regular care team so your pets are well taken care of.
  • Can I meet my house sitter before they watch my pet(s)?
    Yes, we can set up a convenient time for you to meet your sitter before you leave.
  • Where in my house does the house sitter stay? Do they need a bed?
    When we schedule house sitting, you must specify where the sitter will sleep while you are away along with what bathroom they will use. They definitely need a bed (an inflatable mattress, couch, or futon will not work.) Contact our office if you have additional questions.
  • Do you allow house sitters to have guests into my home?
    Absolutely not. Only the house sitter is authorized to be in the home while you are away. Occasionally we will have a client request that their neighbor or a contractor be there while they are gone. Just let us know in advance so we are expecting them.
  • How does house sitting work? Will they also walk my dog during the day?
    Yes! Your dog will have a midday walk included with the price of house sitting. You may also request and schedule additional walks as needed.
  • Will the same house sitter be with my pets the entire time?
    Yes, unless we are fully booked during the time. Most of the time this is not an issue and you will have the same sitter the entire time. If this issue does come up, we can discuss options and possibly have the visit split between two sitters.
  • How will I get updates from my sitter when I am away?
    We have an online journal through our app for the visit that describes any important information and pictures of your pet(s). You can also comment and reply to your sitter through this report and have an ongoing conversation with your sitter.
  • How are your pet care specialists and overnight house sitters trained?
    We have a multi-day training process that involves both hands-on learning other seasoned staff members as well as one-on-one classroom learning (discussions, lessons, etc.) We also make sure they have lots of experiences with many types or dogs before beginning to work by themselves. Additionally, we continually check-in with them while they are working to make sure everything always runs smoothly.
  • How is your company different than other dog walking and pet sitting companies?
    See our Why Choose Us page!
  • Do you run background checks for all employees?
    Absolutely. We run criminal background checks on a local and national level, including anywhere they have lived locally in the past 10 years. We also do employment checks on their last three employers and require three references.
  • Can I purchase gift cards for family or friends to use your services?
    Yes! Contact our office to purchase these.
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