POLICY AND PROCEDURE
What are your office hours? 8AM - 5PM Monday through Friday.
Are you bonded and insured? Yes. We are bonded and insured through Pet Sitters Associates.
What happens at the meet and greet? We meet you and your pet at your home at a specified time. We go through a questionnaire and get to know your pet. We discuss the ends and outs of our services and what you can expect from us. The meet and greet usually takes about 20 minutes. There is no charge for the meet and greet.
Do you do background checks and train your walkers? Sure do. Our walkers go through several weeks of training (based on their experience level), a 30 day probation period, learn our policies and procedures, our walking handbook and pass a background check. Our team is trustworthy. We do maintain an incident report log and frequently review even the smallest of occurrences to make sure we are following policy and procedure.
How do you maintain quality? Our first priority is quality. We keep that as a top priority by fostering open lines of communication. We communicate with our walkers openly and honestly and expect them to do the same. We encourage and welcome feedback, suggestions and critiques from our clients. We are constantly updating our policies and procedures and improving our safety and quality standards. Finally, we preach and practice proactive risk management, which means we train our walkers to be proactive in ALL situations when handling our beloved dogs. We've found being proactive is key to maintaining quality.
Hey! You tracked mud in my home, what gives? We make every effort to follow our policy of "leave no trace" when we enter and exit your home. On wet days its always helpful if a towel can be left out for us to wipe down your pets after their walks. We will always try our best, but sometimes Chicago can be a messy place and at times a little dirt is inevitable.
Will you dry off my dog after a rainy walk? Yep. We've gotten pretty good at drying dogs and most of them really seem to enjoy it.
Will you put on my dog's winter and rain gear? Of course! Just leave out all coats, sweaters, booties and rain coats and we will be sure to put them on for the walk.
I have a retractable leash, is that OK? We prefer to never use retractable leashes. They are unpredictable and not always safe. If that is the only leash you have, we will ask you to provide a more traditional leash.
I referred someone and they chose Super Dog Walking. Do I get a reward? You do! We give you a free walk for every new client you send our way.
How many keys do you need? We require 2 sets of keys to your home. One will be kept with your walker and the other in a secure lock box at the office. Neither key sets will have any detailed information about you or your home on them. We do not charge if you are locked out and need help. Trust us, it happens and we understand. We are also happy to obtain copies for you for a service fee of $20.
What neighborhoods do you serve? We are active in Bucktown, East Village, Logan Square, Noble Square, Ukrainian Village, West Town, Old Irving Park and Wicker Park. Not on here? Just ask, we may be able to help! We know plenty of quality companies in other areas we'd be happy to refer you to!
Can I contact you outside of your office hours? You can always call, text or email anytime. However, the office phone is turned off after hours and messages will be answered during office hours between 8 am. and 5 p.m.
Do you offer walks anytime, day and night? Our normal walking hours are M-F between 9 am. and 4 p.m. However, if you are in need of a walk after 4 p.m. or on a weekend don't hesitate to ask. We will always do our best to accommodate after hours walks.
What is your policy for requesting weekend walks? If you'd like to schedule a weekend walk, please do so by Friday before 10AM. If you have a request after that we will do our very best to accommodate you and your pet.
Why couldn't you fulfill a weekend walk request? Our walkers work Monday through Friday between the hours of 9AM - 4PM. If weekend walk requests are made by 10AM on Fridays, we will most likely be able to accommodate your requests. At times, we are booked solid through the night and weekend, but our staff makes every effort to be available.
How much is the special request/off-hours fee? The fee varies for off hours and weekend walk requests. Please contact Dana at 630-740-5130 or contact@superdogwalking.com to inquire about the pricing for these walks.
How late can I request a walk? Walks can be requested the day of service, but requests must be in before 10AM to ensure service to avoid the rush fee. We will do our best to accommodate walks requested after 10AM. There is an additional rush fee of $10 for walking requests fulfilled after 10AM.
What is your cancellation policy for walks already scheduled? In most instances, walks can be cancelled up to the point of service without a fee. We do encourage you to contact us before 10AM day of service or the cost of the walk may be incurred.
Will I have the same walker each day? Yep. A primary walker is assigned to you. There is a secondary/fill-in walker assigned to you as well. The secondary walker will fill in when your normal walker is ill or taking the day off. During the meet and greet, we'll be evaluating who is the best fit for your dog and a primary walker will be assigned. We will always do our best to notify you if the fill-in walker is coming on a particular day.
Do you walk more than one dog at a time? Yes. We do not do large pack walks. We do buddy up dogs who live near one another and are good fits for each other. Dogs are social and enjoy seeing their friends everyday! We specialize in small group walks.
My dog doesn't get along with other dogs, do you offer solo walks? Unfortunately we do not offer solo walks. However, If you have a new puppy who has not yet had their shots, we can accommodate a solo walk for you until the immunizations are up to date.
What about dog parks? We love 'em, but we do not go to dog parks. We focus on walking and exploration with the dogs we interact with but, as quality and safety are our top priorities, we do not allow them off-leash.
Can I request a specific time for my dog to be walked? We require a 2 hour walk window for your dog. You can request what time window you would prefer during our normal business hours. We will do our best to try and accommodate smaller time windows for puppies and dogs with special needs.
Do you care for cats or other animals? Yes. We're happy to look after cats and other critters.
How does the billing work? We bill once a month at the end of each month. An invoice will be sent to you via email. Payments are due by the 14th of the following month, giving you two weeks to pay your bill. You can pay with cash, check or online bill pay through your bank (example, Chase Quick Pay). We also accept Venmo payments. You can leave cash or a check for your walker, mail it to Super Dog Walking or drop it off in our drop box located outside our office. We currently do not accept credit cards or PayPal. There is a $5 per day late fee on all bills not paid by the 14th.
I never got my emailed invoice, what gives? It is very possible the invoice went to your spam box. If you find the invoice in your spam box, you can mark it as not spam from there on out. If you are still not receiving your invoice via email, please contact Dana.
Can I tip my walker? Absolutely! We encourage you to show your appreciation of your walker's dedication and good service. If you do choose to tip, please tip your walker in cash or separate check.
Do you offer boarding and day care? We currently offer daycare Monday through Friday in Dana's home for a limited number of dogs. We also offer 2 boarding options.
One option is In-Your-Home-Care. A walker stays in your home while you are away. This is a great way to keep your dog comfortable in your absence. This includes a minimum of 3, 30 minute walks, feedings, one on one attention and lots of TLC.
You can also book overnight care at Dana's. Ask us about pricing. We also ask you have a back-up plan in place in case your dog does not get along with the other dogs we are caring for. Please be honest with us about your dog's traits as we evaluate your dog's temperament. If you are a new client, a trial overnight stay will be required before booking any multiple night stays with Dana.
Do you administer medications? Yes, if it is in pill form and your pet takes it willingly. Detailed instructions must be provided before we consider administering any medication. Other medications can be considered based upon circumstances. We cannot give shots at this time.
What do you consider major holidays? That would be New Years Eve, New Years Day, Easter, Independence Day, Thanksgiving, Christmas Eve and Christmas Day, Memorial Day and Labor Day. Our prices are subject to change on those major holidays. Arbor Day? No problem, we got you covered.
What are your office hours? 8AM - 5PM Monday through Friday.
Are you bonded and insured? Yes. We are bonded and insured through Pet Sitters Associates.
What happens at the meet and greet? We meet you and your pet at your home at a specified time. We go through a questionnaire and get to know your pet. We discuss the ends and outs of our services and what you can expect from us. The meet and greet usually takes about 20 minutes. There is no charge for the meet and greet.
Do you do background checks and train your walkers? Sure do. Our walkers go through several weeks of training (based on their experience level), a 30 day probation period, learn our policies and procedures, our walking handbook and pass a background check. Our team is trustworthy. We do maintain an incident report log and frequently review even the smallest of occurrences to make sure we are following policy and procedure.
How do you maintain quality? Our first priority is quality. We keep that as a top priority by fostering open lines of communication. We communicate with our walkers openly and honestly and expect them to do the same. We encourage and welcome feedback, suggestions and critiques from our clients. We are constantly updating our policies and procedures and improving our safety and quality standards. Finally, we preach and practice proactive risk management, which means we train our walkers to be proactive in ALL situations when handling our beloved dogs. We've found being proactive is key to maintaining quality.
Hey! You tracked mud in my home, what gives? We make every effort to follow our policy of "leave no trace" when we enter and exit your home. On wet days its always helpful if a towel can be left out for us to wipe down your pets after their walks. We will always try our best, but sometimes Chicago can be a messy place and at times a little dirt is inevitable.
Will you dry off my dog after a rainy walk? Yep. We've gotten pretty good at drying dogs and most of them really seem to enjoy it.
Will you put on my dog's winter and rain gear? Of course! Just leave out all coats, sweaters, booties and rain coats and we will be sure to put them on for the walk.
I have a retractable leash, is that OK? We prefer to never use retractable leashes. They are unpredictable and not always safe. If that is the only leash you have, we will ask you to provide a more traditional leash.
I referred someone and they chose Super Dog Walking. Do I get a reward? You do! We give you a free walk for every new client you send our way.
How many keys do you need? We require 2 sets of keys to your home. One will be kept with your walker and the other in a secure lock box at the office. Neither key sets will have any detailed information about you or your home on them. We do not charge if you are locked out and need help. Trust us, it happens and we understand. We are also happy to obtain copies for you for a service fee of $20.
What neighborhoods do you serve? We are active in Bucktown, East Village, Logan Square, Noble Square, Ukrainian Village, West Town, Old Irving Park and Wicker Park. Not on here? Just ask, we may be able to help! We know plenty of quality companies in other areas we'd be happy to refer you to!
Can I contact you outside of your office hours? You can always call, text or email anytime. However, the office phone is turned off after hours and messages will be answered during office hours between 8 am. and 5 p.m.
Do you offer walks anytime, day and night? Our normal walking hours are M-F between 9 am. and 4 p.m. However, if you are in need of a walk after 4 p.m. or on a weekend don't hesitate to ask. We will always do our best to accommodate after hours walks.
What is your policy for requesting weekend walks? If you'd like to schedule a weekend walk, please do so by Friday before 10AM. If you have a request after that we will do our very best to accommodate you and your pet.
Why couldn't you fulfill a weekend walk request? Our walkers work Monday through Friday between the hours of 9AM - 4PM. If weekend walk requests are made by 10AM on Fridays, we will most likely be able to accommodate your requests. At times, we are booked solid through the night and weekend, but our staff makes every effort to be available.
How much is the special request/off-hours fee? The fee varies for off hours and weekend walk requests. Please contact Dana at 630-740-5130 or contact@superdogwalking.com to inquire about the pricing for these walks.
How late can I request a walk? Walks can be requested the day of service, but requests must be in before 10AM to ensure service to avoid the rush fee. We will do our best to accommodate walks requested after 10AM. There is an additional rush fee of $10 for walking requests fulfilled after 10AM.
What is your cancellation policy for walks already scheduled? In most instances, walks can be cancelled up to the point of service without a fee. We do encourage you to contact us before 10AM day of service or the cost of the walk may be incurred.
Will I have the same walker each day? Yep. A primary walker is assigned to you. There is a secondary/fill-in walker assigned to you as well. The secondary walker will fill in when your normal walker is ill or taking the day off. During the meet and greet, we'll be evaluating who is the best fit for your dog and a primary walker will be assigned. We will always do our best to notify you if the fill-in walker is coming on a particular day.
Do you walk more than one dog at a time? Yes. We do not do large pack walks. We do buddy up dogs who live near one another and are good fits for each other. Dogs are social and enjoy seeing their friends everyday! We specialize in small group walks.
My dog doesn't get along with other dogs, do you offer solo walks? Unfortunately we do not offer solo walks. However, If you have a new puppy who has not yet had their shots, we can accommodate a solo walk for you until the immunizations are up to date.
What about dog parks? We love 'em, but we do not go to dog parks. We focus on walking and exploration with the dogs we interact with but, as quality and safety are our top priorities, we do not allow them off-leash.
Can I request a specific time for my dog to be walked? We require a 2 hour walk window for your dog. You can request what time window you would prefer during our normal business hours. We will do our best to try and accommodate smaller time windows for puppies and dogs with special needs.
Do you care for cats or other animals? Yes. We're happy to look after cats and other critters.
How does the billing work? We bill once a month at the end of each month. An invoice will be sent to you via email. Payments are due by the 14th of the following month, giving you two weeks to pay your bill. You can pay with cash, check or online bill pay through your bank (example, Chase Quick Pay). We also accept Venmo payments. You can leave cash or a check for your walker, mail it to Super Dog Walking or drop it off in our drop box located outside our office. We currently do not accept credit cards or PayPal. There is a $5 per day late fee on all bills not paid by the 14th.
I never got my emailed invoice, what gives? It is very possible the invoice went to your spam box. If you find the invoice in your spam box, you can mark it as not spam from there on out. If you are still not receiving your invoice via email, please contact Dana.
Can I tip my walker? Absolutely! We encourage you to show your appreciation of your walker's dedication and good service. If you do choose to tip, please tip your walker in cash or separate check.
Do you offer boarding and day care? We currently offer daycare Monday through Friday in Dana's home for a limited number of dogs. We also offer 2 boarding options.
One option is In-Your-Home-Care. A walker stays in your home while you are away. This is a great way to keep your dog comfortable in your absence. This includes a minimum of 3, 30 minute walks, feedings, one on one attention and lots of TLC.
You can also book overnight care at Dana's. Ask us about pricing. We also ask you have a back-up plan in place in case your dog does not get along with the other dogs we are caring for. Please be honest with us about your dog's traits as we evaluate your dog's temperament. If you are a new client, a trial overnight stay will be required before booking any multiple night stays with Dana.
Do you administer medications? Yes, if it is in pill form and your pet takes it willingly. Detailed instructions must be provided before we consider administering any medication. Other medications can be considered based upon circumstances. We cannot give shots at this time.
What do you consider major holidays? That would be New Years Eve, New Years Day, Easter, Independence Day, Thanksgiving, Christmas Eve and Christmas Day, Memorial Day and Labor Day. Our prices are subject to change on those major holidays. Arbor Day? No problem, we got you covered.
