Frequently Asked Questions
Mon–Fri   8 AM – 5 PM
Sat      10 AM – 2 PM
Sun     Closed
Mon–Fri   8 AM – 5 PM
Sat      10 AM – 2 PM
Sun     Closed
 Office Hours
Daily      7 AM – 9 PM
Overnights  9 PM - 7 AM
Pet Visit Hours
Meet & Greet Hours
Mon–Fri  9 AM – 4 PM
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Alternate times may be
available upon request
While the office may be closed, pets already in our care continue to receive full, uninterrupted attention. Time-sensitive needs related to active services are always addressed, even outside office hours.
New Client Meeting
All new clients receive a complimentary meet & greet before services begin. After you fill out the registration form, you'll be prompted to select a date and time. This free 30-minute meeting allows us to meet you and your pet, answer any final questions and obtain your home's access information.
Vaccinations
All pets must be current on vaccinations, and vet records must be uploaded to your client portal with expiration dates. Out of date vaccines will prohibit you from scheduling your pet's visits. Required vaccines include: Rabies, for both dogs and cats; Bordetella for dogs, DHPP for dogs (Distemper, Adenovirus/Hepatitis, Parainfluenza, Parvovirus). If your pet cannot be vaccinated due to health restrictions, please let us know!
Visit Minimums
For traveling clients with dogs, we require a minimum of three visits per day. When you're away, your dog has no one coming home at the end of the day — dogs will hold their bladders far longer usual, rather than have an accident in the house. Three visits ensures your dog stays comfortable, healthy and stress-free while you're gone. For kenneled dogs, 4 visits is the minimum. This is non-negotiable, a kenneled dog cannot move freely and cannot self-soothe; they is entirely dependent on your sitter for relief, movement and human contact. These visit minimums are not a preference, it is a welfare standard supported by our local veterinarians.Â
Last-Minute Requests
We understand that life happens. Requests made with less than 48 hours notice incur a $15 scheduling fee. Please message us through your portal and we'll do our best to accommodate you.
Holiday Fees
The holiday fee is not a surcharge for being busy — it is a way for us to fairly compensate the team members who are out working while everyone else is home warm with their families. The team receives 100% of those fees for their sacrifice. Without this, we simply could not staff holiday services.
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$5 per visit: minor holidays and surrounding days (3 day weekend)
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$8 per visit: major holidays — Thanksgiving, Christmas, Mardi Gras, July 4th, Easter and more
Holiday availability is limited. Early reservations are strongly encouraged.
Cancellations
We gladly accommodate changes when possible. The following fees apply when visits are canceled close to the scheduled date:
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6+ days notice: No charge
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4–6 days notice: 10%
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2–4 days notice: 25%
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Less than 2 days notice: 50%
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No show / missed cancellation: 100%
No cancellation fees are charged for hurricanes or declared weather emergencies.
Invoices & Payments
Invoices are sent the day after your return and are due within 24 hours of receiving them. A $20 late fee applies if an invoice remains unpaid after the third day.
We do not require a credit card on file. Payment options include: your secure client portal, Venmo @NoniesPetCareLLC, PayPal @Nonies, or a check left at the visit.
Home Access
We use lockboxes and have secure safes for key storage. Keys are never labeled with personal information. We are in the process of transitioning our clients to having their own lockbox, or you can purchase one from us. This process will help us avoid delays in having staff come to the office between visits to obtain the client key.
Medical & Emergency Care
Injury or illness concerns are reported to one of our two Vet Tech Lead Managers. If it's non-emergency, we will include all details in our report. If it is a true emergency, one of our Vet Tech Leads, on duty, will go to your house to assess your pet, then we contact you immediately and transport your pet to your Veterinarian or emergency clinic if needed. One of our Vet Tech Leads stays with your pet at the ER or Vet's clinic and call you to speak with the Veterinarian. For pets with more complex medical needs, a Medical Authorization Form must be completed in your portal, printed and left in the home for your sitter or Vet Tech to access and bring with us to the ER or clinic.
Scheduling
All scheduling is done through your client portal to ensure accuracy and availability. We also offer the free Time To Pet app so you can receive arrival notifications, view visit reports and photos, and communicate directly with our team.
Exotic Pets
For reptiles, amphibians, birds and other exotic pets, please contact us directly to discuss your pet's specific needs and we'll be happy to help.