FAQ’s

At TLC…While You’re Away, we prioritize building a personal relationship with our clients. Margie, the owner, personally meets all new clients during a complimentary “Meet & Greet” consultation. During this meeting, Margie will:

1. Meet you and your pets to understand their unique needs.
2. Review the paperwork provided in the TLC folder.
3. Tour your home to familiarize herself with your pets’ environment.
4. Collect a key to your house to ensure access to one entranceway.

If you prefer using electronic access methods, such as keypads or garage codes, we recommend having a physical key as a backup. Battery-operated keypads and garage doors can be less reliable than traditional keys. If you do not have a physical key, at least two forms of electronic access are required. This thorough onboarding process ensures that we understand your pets’ needs and can provide the highest level of care.

The TLC Folder is an essential resource containing everything our pet sitters need to provide top-notch care. Inside the folder, you will find:

1. Pet Care Instruction Sheets: These sheets provide detailed instructions for each pet, including feeding schedules, medication requirements, and any special care needs.
2. Home Care Instruction Sheet: Information on household routines, such as plant watering, mail collection, and trash disposal.
3. Emergency Vet List: A comprehensive list of local emergency veterinary services for quick reference.

The TLC Folder keeps all critical information in one convenient place, ensuring that our sitters have easy access to everything they need to take the best possible care of your pets and home. You keep the TLC Folder at home and leave it on the counter or another highly visible space each time you go away. Before every trip, you can review the directions and adjust for any changes. We will always follow the directions you leave in the folder.

The TLC folder should be left on the kitchen counter or table each time you leave. We always refer to the instructions inside to provide the correct feeding, medication, and care for your pets and home. Make sure you have enough supplies to last the duration of your trip. If you need more supplies before your return, we will contact you to see if additional supplies are elsewhere in the house. If you are truly out, we will go to the store and purchase what is needed, the cost of which will be added to the bill along with a small fee.

At TLC, we care for a wide variety of pets, from the more common cats and dogs to exotic animals like birds, reptiles, and even pigs. Whether your pet has fur, feathers, or scales, our experienced team is equipped to provide the specialized care they need. If you have a unique or unusual pet, feel free to contact us to discuss how we can best meet their needs.

Your key is securely stored in our TLC office, ensuring we’re ready to assist you on future trips. If you’d like your key returned, you have a few options. You can either schedule an appointment to pick up your key at our office or Margie’s home or we can hand-deliver or mail your key for a small fee.   For your security, we do not leave keys under mats or in other unsecured locations. Your peace of mind is our top priority.

Scheduling a visit is easy and flexible. You can contact Margie directly via text, phone, or email to arrange your pet care services. We kindly request at least one week’s notice on non-holidays and at least two weeks’ notice on holidays. We understand that last-minute trips and emergencies happen, and we’ll do our best to accommodate your needs in those situations.

At TLC, we have a reliable team of four dedicated pet sitters, all of whom are company employees. If a sitter is unavailable due to illness, a vehicle issue, or another unexpected event, you can rest assured that your pets will still be in good hands.

Margie or a team member who has already cared for your pets will personally introduce and train another team member at your home, ensuring your pets are comfortable and familiar with each team member. We have never canceled on a client, and when you choose TLC, you can travel with peace of mind, knowing your pets are in trusted hands.

If your pet shows signs of illness or behaves unusually while you’re away, Margie will promptly contact you to discuss the situation and follow your instructions. If you’re unavailable, she will contact the emergency contacts you’ve provided.

In the rare case of an urgent situation where time is critical, we would take your pet to the vet immediately, even before reaching you. TLC will cover the initial vet expenses and add them to your bill.

Each pet’s TLC paperwork includes a veterinary release at the bottom, indicating your preferred vet clinic. If your chosen vet is unavailable, we’ll seek care from another trusted provider. Additionally, the TLC Folder contains a list of emergency vets for quick reference.

Your pet’s health and well-being are our top priority, and we are committed to ensuring they receive prompt and proper care in any situation.

At TLC, we stand behind the quality of our services and offer flexible payment options to fit your needs:

• New Clients: A 50% deposit is required upfront, with the remaining balance due upon your return.
• Repeat Clients: Full payment is due when you return. However, for bills over $500, a 50% deposit is requested before your departure.
• Payment Methods: We accept cash, checks, Zelle, and credit cards for your convenience.

Our payment process is straightforward, ensuring a hassle-free experience so you can focus on enjoying your time away.

We are bonded, insured, incorporated, and provide workman’s compensation.

If you have any questions or concerns, Margie is your dedicated point of contact for all communication. Here’s how to reach her:

• Non-Emergency Requests: For routine inquiries or to place an order, you can contact Margie by phone, text, or email during regular business hours (Monday through Friday, 9 AM to 5 PM).
• While You’re Away: If we’re caring for your pets or home and you need updates, photos, or have any concerns, Margie is available every day of the week from 9 AM to 5 PM.
• Emergencies: For urgent matters, Margie’s phone is always on. You can reach her anytime by calling, texting, or emailing.

We are committed to providing prompt and reliable support, ensuring your peace of mind while you’re away.

At TLC…While You’re Away, we service a variety of zip codes in Phoenix, Scottsdale, and Paradise Valley. Visit our Service Areas page for a complete list of zip codes we service and a map of our service area.

For non holidays, two business days notice is required in order to get a credit for the unused visits ordered.

For holidays, seven business days notice is required in order to get a credit for the unused visits ordered.

For Sleepovers, seven business days notice is required in order to get a credit for unused sleepovers ordered.