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Dog & Cat Pals


Frequently Asked Questions 

  • How do I sign up and get started?
    Becoming part of the Sapphire & Co family is easy- just follow these steps below! ​ Click the Sign Up button on the top of any page. You will see this button on the right near our main menu. Fill out the form with as much detail as possible. This is just general information needed to help us best serve you. Please feel free to contact us with any questions if you get stuck. Once finished and your form is submitted we willl be in contact to set up your complimentary Meet & Greet. During that time you will be signed up with our scheduling system and we ask that you fill out additional information and create your pet profiles. After your Meet & Greet, you will then be able to submit booking requests online or via the TimeToPet mobile app.
  • What services do you offer?
    Sapphire & Co provides daily dog walking & in-home care. This means our sitters travel to our client’s homes to care for their pets. We provide service for whatever they need; travel, long work hours; a late meeting, recovering from surgery; working from home but not enough time to walk the dog. Whatever the reason, we're always here! Our clients are mostly cat and dog owners but we also pet sit smaller pets too; rabbits, birds, guinea pigs, gerbils, hamsters, iguanas, etc. We also bring in mail, take out the trash, or water indoor plants if needed.
  • What is a Meet & Greet?
    A Meet & Greet is a 30 minute visit that allows the client to get to know our services and the assigned pet sitter prior to the start of their service. During this visit their pet care provider will introduce themselves, spend some quality time with the pet, confirm and review the pertinent information about the home and pet care routine (e.g. vet information, emergency contact, special requests, etc.), and answer any additional questions the client may have. First Meet & Greet is complimentary.
  • What happens if a client’s primary sitter is not available for a pet sitting request?
    Our sitter roster is chock-full of excellent pet care providers that would love to care for a client’s pet if their primary sitter is unavailable. Since we have all of the client’s pet care information in our secure database it’s really not necessary for the client to meet with the alternate sitter, however; if the client feels more comfortable with having a meeting with the alternate sitter, we are more than happy to schedule another “Meet & Greet” The cost of this meeting is $15, which covers the sitter’s time and expense for driving over to the client’s home.
  • Do you care for pets that have aggression and resource guarding issues?
    If the pet has aggressively bitten someone in the past then no, we cannot provide service.That is too much of a liability issue. If the pet is skittish and maybe just growls around those he doesn’t know, then we will be happy to work with the client to see if a pet care plan can be designed that works. Our sitter will interview the client and the pet to determine if this is possible. If additional visits are necessary to socialize the pet with our pet care provider then the client needs to be present at all visits and pay the normal service fee until socialized. If at any time our pet sitter or pet owner feels that it is unsafe to perform a service, we will reserve the right to discontinue service without notice.
  • How do the pet care professionals "discipline" the pets?
    Sapphire & Co. believes in positive reinforcement ONLY for the pets in our care. We will NEVER hit, spank, slap, yank the leash, yell, shock or grab your pet. If there is a disciplinary problem, i.e. toilet training issues, running away, etc., we inform our client of the incident(s) and together we work out a solution. *Sapphire & Co. has ZERO tolerance for using abusive tactics or techniques with ANY animals. We take this issue very seriously and hold the upmost respect for all pets in our care.*
  • What does it mean that you are bonded and insured?
    A dishonesty bond gives you peace of mind that you will be reimbursed if anything is stolen from your home. Anyone that has workers enter their home should be sure that they have a dishonesty bond. We also carry a liability insurance policy that protects from financial loss in the event that we were liable for accidents that occur while caring for our clients’ pets. Any responsible, professional business should carry liability insurance. We are happy to provide our clients with proof of insurance and our bond. We can easily email them a copy of our certificates.
  • What type of clients do you work with?
    We work with pet owners in Duval and parts of St. Johns County who are searching for top-quality pet care and true peace of mind while they travel or when they have to leave their pets for long hours due to work or other obligations.
  • Most importantly, what kind of results can people expect when working with Sapphire & Co.?
    I sound like a broken record, but the greatest result is peace of mind. Our clients can travel, work or leave their homes for whatever reason, guilt-free because they know that their pets and their homes are in the best possible hands. Their pets are going to receive top-notch care; they’re going to be relaxed, comfortable, well exercised, and doted upon. Their houses are going to be safeguarded and kept tidy and neat. They are going to come home to happy and healthy pets.
  • So, you’re happy with the company that you have created?
    It’s amazing!!!! Seeing how Sapphire & Co. has grown since 2018 is astounding to me! The best part about it is that the more successful Sapphire & Co. becomes, the more opportunities I have to make the service even more extraordinary for my awesome clients. I love it! I love every minute of it! I have the greatest clients any business owner could ask for…pet lovers! You can’t beat it.
  • Why should a pet owner use an In-Home pet sitter?
    Many veterinarians and pet experts believe that keeping pets in their familiar surroundings helps to alleviate the stress imposed when their owners have to leave home. Pets are then also able to maintain their diet and exercise routine, and enjoy the personal attention provided by a pet sitter. This also eliminates the trauma of being transported and minimizes their exposure to illnesses of other animals.
  • Will you provide “gate-keeping” services even if someone does not have a pet?
    Of course! We have many clients who contract Sapphire & Co. to visit their homes while they travel to do all of those things. This gives them peace of mind that their home is safe while they are out of town. So, no, you do not have to have a pet to use Sapphire & Co.
  • So, you don’t board animals or bring them into your homes?
    No. We believe in in-home care, which is why we have chosen not to have a boarding facility. However, we do have pet care providers who can remain at the client’s home. This is our overnight/house sitting service, which is VERY popular. It’s what I use for my own girls, Sapphire & Salem, when I travel.
  • What time do sitters make their rounds and how long do they stay?
    Our sitters can visit their clients' homes up to 4 times per day. – The “Morning” time slot is between 7 & 9 AM. – The “Mid Day” time slot is between 11 & 3 PM. – The “Evening” time slot is between 4 & 6 PM. – The “Late Night” time slot is between 7 & 9 PM. No longer than 12 hours ever goes in between visits. For example, if your dog were visited at 8pm, the sitter would arrive at your home no later than 8am the following morning. We offer 20-minute, 30-minute, and 60-minute visits. The client chooses the duration of the visits and can mix and match to design the best plan for his or her pet.
  • So, after a client has completed their meet and greet they can schedule service anytime?
    Absolutely! All clients are provided with unique login information to their secured Sapphire & Co. scheduling system (Time to Pet). From the portal they are able to schedule services, check upcoming services, pay invoices, chat with their sitter, manage pet information, etc - Everything you need, in one place! All scheduling requests are confirmed during our regular business hours, which are 9AM-4PM Monday through Friday.
  • Can your clients schedule directly through their sitter?
    No. For the safety of our client’s pets all visits MUST be scheduled through the Sapphire & Co. office. We use a high-tech scheduling program, which ensures that “no pet is left behind.” If a client schedules through their sitter and the sitter forgets to inform the office, that takes us out of the loop and therefore unable to follow-up with the sitter to make sure that the pet has been seen. Sapphire & Co. will not be held liable for visits scheduled without the office's knowledge.
  • How do you accept payment?
    We accept payment by all major credit cards. All payments are processed through our scheduling and invoice system.
  • So, you don’t accept checks? Can the clients leave cash?
    No, we don’t accept checks. The clients can leave a cash gratuity for their sitter if they so wish, but payment for services must be made by credit card. Payment is due prior to the start of service.
  • Are there extra costs for services rendered on a holiday?
    We consider the following to be our major annual holidays: New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas, Christmas Eve Day, and New Year's Eve. There is up to a $10 surcharge per visit plus the standard charge for the service being provided on these dates. 100% of these fees are paid to the sitters.
  • What about last-minute requests?
    We’re more than happy to schedule pet care for last-minute needs, however we cannot guarantee that a sitter is going to be available on short notice, (though 99% of the time it really isn’t a problem). We also only schedule service during our regular business hours (9AM-4PM Monday through Friday). A 15% surcharge is added to the total for any services requested with less than 24hrs notice.
  • What is the Sapphire & Co. cancellation policy?
    Since I understand what it’s like to have a busy and ever-changing schedule I have implemented an extremely flexible cancelation policy: -Mid Day Dog Walks (for those that use us on a weekly continuous basis): 24 hours notice -Pet Sitting and Kitty & Small Animal Care: 48 hours notice -Overnight Care: 7 days notice
  • What happens if a pet becomes ill and the client is out of town or unable to leave work?
    If we suspect that something is wrong with a pet, we will call you at the emergency phone numbers we have on file. If the client believes the veterinarian should see the pet, we will transport him to the veterinarian’s office for examination and treatment. In the event we cannot reach the client, we will decide if the veterinarian should see your pet. If necessary, we will take your pet for treatment. You will be billed for any extra time we spend for these services.

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