POLICY & INFO

CONTACT INFO AND OFFICE HOURS;  

  • Phone: 347-685-9255

  • Email:  Brownstonedogwalkers@gmail.com

  • Hours: 9:00 am - 5:00 pm, Monday - Friday

  • The best way to reach us is to email/call us during business hours!

 

SCHEDULING;  Please schedule service with as much notice as possible. We ask that you schedule service using your customer account or by contacting us via email during our office hours. Regular weekly services can be scheduled for Monday through Friday with pick up times for visits/walks beginning at 11:00 a.m. and ending as late as 5:00 p.m. When scheduling for weekend service, please do so by 3:00 p.m. the Friday before the weekend your service occurs to ensure the best chance of finding an available staff member.  

 

SERVICE REQUEST TIME;  While we aim to arrive as close to your requested time of service as possible, please allow us an hour on either side (we call this the “window”) of your requested time to arrive. Many customers have the same service request time and we can’t be everywhere at once!

 

CANCELLATIONS;  If you wish to cancel service occurring during our regular weekly service hours, please do so before 9:00 a.m. the day your service occurs. Cancellation for same day service after 9:00 a.m. results in a $5 late cancellation charge. Cancellations being made within the service request time window will result in a full charge. For services occurring during our non-regular service hours, we require 24 hour notice for cancellation or you will be charged in full!  If you are not in need of service and forget to cancel, but our staff member arrives for service, you will be charged in full as well. Please remember to cancel!

 

HOLIDAYS;  All services are removed from the schedule on the following holidays;

  • New Year’s Day

  • Memorial Day

  • 4th of July

  • Labor Day

  • Thanksgiving

  • The Friday after Thanksgiving

  • Christmas Eve

  • Christmas Day

If you need walks on any of these holidays, please schedule with as much notice as possible!

 

PAYMENT;  We accept all major credit cards!  We will instruct you as to how to put your card on file with us when you have been officially added to our customer base. We charge your card weekly on Sunday evening/Monday morning for services occurring the week prior.


 

SAFETY FIRST!  Our biggest concern while completing our daily service is the safety of your beloved pets. We always;

 

  • Use the safest available harness/walking items made available to us.

  • Use a backup collar in addition to your dog’s regular walking equipment.

  • Make sure we keep an eye on all dogs being walked and our surroundings while never walking more than 4 dogs at a time.

  • Bring our dogs inside buildings for pick ups and drop offs and never leave them tied up outside.

  • Do our best to make sure dogs don’t pick up anything from the street.  If they do, we do our best to get it from them!

  • Follow instructions provided with the utmost attention to detail.

  • Alert you if something requires your immediate attention.

 

LEAVING IT THE WAY IT IS; Our staff are instructed to leave everything the way they find it when entering and leaving your home. At the end of each regular weekly dog service, our staff will always leave behind a note describing the details of the service. If something seems out of place, or walking items are missing, we will contact you for additional information. For cat visits, your cat visitor will send an update to your email after each visit, rather than leaving a note at your apartment.

 

CUSTOMER/WALKER/SITTER RELATIONSHIP;  While we know you may want to have a direct connection with the staff member who is caring for your pet, we keep all of your information and our staff information private for several reasons.  If you have anything to make clear to the staff member who is caring for your pet, please contact us and we will relay the information. We also ask that you contact us with any information regarding your pet’s routines and schedule changes instead of leaving notes for staff members or telling them directly if you see them. If our staff forget to relay the info properly, something will be missed and there will be no official record of it!

 

KEYS;  We always need two (2) sets of keys on hand. One set stays with the staff member and the other is stored at our office. That way, if the staff member isn’t going to make the service window because of unforeseen circumstances, someone will always be able to get to your pet! Also, if that staff member has gone home for the day, and you contact us for an emergency after hours walk, we will be able to get a key from the office as we try to avoid having to ask our staff to come in just to give us a key, especially after regular service hours. If you are locked out, we can help! There is a $5 charge for key delivery.



FOLLOW UP WITH US!;  If you are trying to contact us, and don’t reach us, please do not hesitate to try again and/or follow up with us. For example, if you request a last minute walk, and don’t receive a response within 10 minutes, give us a call or send us an email!  Sometimes we are busy with other customers/staff members at the moment. So, try us again! Also, make sure to follow us on social media! You can find links on our website. If you have any questions or concerns, contact us. We are here for you and your pets!

187 Garfield Place

Brooklyn, New York, 11215

 

brownstonedogwalkers@gmail.com

 

Tel: 347-685-WALK

                       (9255)

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