We operate nearly 24/7! Our daytime services, including drop-ins and walks, are available from 7 AM to 10 PM. Additionally, we provide overnight stays where we care for your pets in your home from approximately 10 PM to 7 AM (8-10 hour duration). Our services are even available on Federal holidays.

Please note that all service availability is subject to staff availability. While it is rare, there may be occasions when we are unable to schedule services if no staff are available, in which case we would be considered “closed” or “unavailable.”

For client support inquiries, our office hours are Monday through Friday, from 9 AM to 5 PM. Please contact us to confirm availability or if you have any other questions regarding our services.

Absolutely! Being a professional pet care company, we ensure accountability to both the pets and their parents (YOU!) by being fully insured and bonded. We are covered by State Farm, a leading insurance provider in the pet care industry.

If you wish to see proof of our insurance, please feel free to request this by emailing us at support@myhandsnpaws.com.

We offer four types of services: Dog Walking, Pet Sitting, Cat Sitting, and Overnight Stays. Please click on the service to visit its dedicated page, where you can find more information about details and pricing.

No, we do not provide kennel or boarding services. As an in-home pet care company, we visit your home to care for your pets. We believe that pets are more comfortable and happier in their familiar home environment, which is why we focus on providing care in your residence.

Our process is designed to be simple, welcoming, and seamless for you and your pets. We begin with a Meet N Greet session, which is where a designated admin will handle all aspects of your client onboarding. During this time, we’ll get a chance to meet you and your pets, set up your client account, and walk you through how to schedule pet services with us.

Once your account is set up, you can begin scheduling pet visits! Whenever you request services, our system assigns visits to team members on a first-come, first-serve basis. This means you’ll work with multiple members of our pet care team rather than one designated caregiver. Each assigned team member will have access to your pet care instructions, home entry details, and all necessary information to ensure a smooth and reliable experience time and again.

Communication is a priority for us. You’ll receive confirmations when services are scheduled, updates when a team member is on the way and has arrived, and a post-visit journal after each pet service. The journal includes photos, commentary, and details about how the visit went, so you’ll always know your pets are happy, cared for, and having fun with our team!

Welcome to the Hands N Paws family! We’re excited to have you join us. To get started, simply click any of the “Get Started” buttons on our website. This will direct you to a calendar page where you can choose a convenient date and time for a Meet N Greet (initial consultation). During this meeting, an admin from our team will onboard you as a new client and provide an opportunity for you to introduce us to you and your pets.

To learn more about Meet N Greets and next steps click here. 

Yes, we do accept last-minute bookings for existing clients, depending on team availability. We often manage to accommodate nearly all such requests.

However, if you are a new client, please note that we require at least 48 hours between your initial consultation (Meet N Greet) and the start of your pet services. This time allows us to properly onboard you and ensure everything is set up for the best care of your pets.

Our service cancellation policy is as follows:

• 100% refund is issued as an Account Credit if cancellation is made at least 48 hours prior to the scheduled service(s).
• 50% refund is issued as an Account Credit if cancellation is made at least 24 hours prior to the scheduled service(s).
• NO refund is issued for same-day cancellations/less than 24 hour notice.

PLEASE NOTE: Refunds are NOT transferable. Should you be eligible to receive an Account Credit (based on terms above), that amount will be auto-added to your client account and auto-applied to your very next invoice with us.

No, we do not offer group walks. Our dog walking services are designed to provide individualized attention to ensure each dog’s specific needs, pace, and comfort are prioritized. By focusing on one dog (or dogs from the same household) at a time, we can offer a safer and more enjoyable experience. This approach minimizes risks associated with group dynamics, such as incompatible temperaments, leash tangles, or distractions, and allows us to cater fully to your pet’s unique requirements.

We charge an additional fee for services requested on major holidays, which include:

• New Year’s Day
• Easter
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• The day after Thanksgiving
• Christmas Eve
• Christmas Day
• New Year’s Eve

An extra $20 fee per service applies on these holidays.

Yes, we do! Our app, Precise Petcare, allows clients to manage their accounts conveniently from their smartphones. If you are a client of Hands N Paws and have not yet downloaded our app, you can do so here for iPhone users or here for non-iPhone users.

Yes, all team members must successfully pass background checks, drug screenings, and reference checks as part of the conditional offer for employment. They must pass all three in order to receive the full offer to join our team. This rigorous vetting process helps ensure that we find trustworthy individuals who can be in your homes unsupervised and with your beloved pets. We take this aspect of our hiring process very seriously to maintain the highest standards of safety and care. You can verify which team members have completed their checks by looking for the green shield icon on their user profiles on our service pages.

Your concerns are completely understandable and are quite common if you’ve never done this before. That’s why we take the trust you place in us very seriously. We assure you that we only employ the most reliable and qualified individuals for pet services, having established a rigorous vetting process to ensure this standard. This hiring process includes conducting two interviews, performing thorough background and reference checks, and requiring each new team member to attend an introductory session that covers all of our best practices. Moreover, we only hire individuals who have prior experience in pet care and a genuine and sincere passion for animals. 

You can learn more about our wonderful team members by visiting our About page.

Additionally, we are fully bonded and insured, boast hundreds of 5-star ratings on Google, and have been honored with multiple awards for our exceptional service since 2018. Our unmatched dedication to treating every pet like a family member underscores our commitment to giving you complete peace of mind. Rest assured, you will be in great hands should you choose to work with Hands N Paws.

At Hands N Paws, we adopt a team-based approach to deliver comprehensive and flexible pet care. We cannot ensure that the same individual will be available for every service request due to the dynamic nature of scheduling and personnel availability. However, every member of our team is rigorously trained to adhere to our established best practices, ensuring consistently high-quality care regardless of who attends to your pets.

Furthermore, each of our team members has a profound passion for pet care, which is at the heart of what we do. For more details about our dedicated team, please visit their profiles on our service pages.

We charge additional fees for services under specific circumstances:

• Last Minute Service Request (less than 24-hour notice): $15 fee per service.
• Holiday Service Request: $20 fee per service. This applies on New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.
• Additional Pets: $7 fee per pet per service, applicable after the first two pets.

To avoid the last-minute service fee, simply schedule your services with more than a day’s notice. This allows us to arrange our visits more efficiently.

Additional fees may also be incurred if our team members need to purchase items for your pets while under our care, with your prior approval. These items might include pet food or treats, litter, cleaning supplies, or transportation for veterinary emergencies. We will provide receipts for all such purchases, and you will be charged promptly for these additional items.

Our team of dog walkers and pet sitters will keep you well-informed during your absence. Through our app, Precise Petcare, they will send you photo reports detailing each completed service.

Additionally, team members have access to client contact numbers for any urgent questions or concerns that might arise while they are providing services. We ask both clients and team members to use this access responsibly and only for urgent communications. For less urgent matters, our team members will coordinate with our team leaders using internal communication tools.

For any significant concerns about this or to simply reach Hands N Paws directly, please call or text our office at (614) 636-6644. We are available Monday through Friday from 9 AM to 5 PM, and will respond as soon as possible to more serious matters.

It is required for all new clients to obtain a lockbox for key storage. Many of our clients choose a popular model available on Amazon, though you are welcome to use any lockbox you prefer. After you receive your lockbox, you will set a unique code, place a spare key inside, and secure the lockbox to a location near the entrance we will use. You must then provide us with the code so that we can access the key and enter your home to provide services.

Alternatively, if you have a keypad or garage code and prefer that we use this method, we are happy to accommodate. As long as you consider this method secure, we can use it to access your home. Please note, however, that if access through a keypad or garage code proves to be unsuccessful during visits, Hands N Paws is not liable for any service disruption caused by such access issues.

We use lockboxes as a reliable method to ensure access to your home for pet care. This system has proven more sustainable than passing keys among various team members, which can lead to complications and is less secure. A lockbox keeps your key securely on-site, allowing any assigned team member to access it as needed (by entering the four-digit code) directly from the lockbox positioned near the entry door.

If you have concerns about a lockbox being visible and indicating your absence, you have the flexibility to place it in a less conspicuous location of your choosing, ensuring it’s accessible to our team but not obvious to passersby.

Additionally, we’ve encountered issues with keypad and garage codes in the past, such as failures due to dead batteries or electrical outages, which are not concerns with mechanical lockboxes. This makes lockboxes a more reliable choice for ensuring our team can care for your pets without interruption.

Typically, yes! The majority of our services are focused on caring for dogs and cats. However, our team does have experience with other types of pets as well, including reptiles and fish. If you have a different kind of pet and would like to discuss our ability to care for them, please don’t hesitate to contact us. We’re happy to accommodate a variety of animal care needs!