Prior to Your Walk

What to Prepare

What should I prepare for a walk? 

Leash & Doggie Bags: We encourage you to put your dog’s leash and potty bags in a visible and easily accessible place to ensure your Pet Caregiver can find them. If you have another place you prefer to keep your dog’s supplies, jot it down in the Notes section of the app so your walker will know exactly where to find it.

Should I leave treats?

If your dog has special treats that you like to give them, you can specify where your Pet Caregiver can find them, and how many to give your dog(s).

Anything else?

Weather can be unpredictable, from the coldest to hottest days, if your dog requires a raincoat, sweater or shoes, we recommend that you leave them out and in a visible place. 

Lockbox

What should I know about lockboxes?

Wag! sends lockboxes to Pet Parents who request them. Maintaining the lockbox is the Pet Parent’s responsibility.

Here are some tips:

  • When possible, please limit direct exposure to the elements
  • Place lockbox where it’s protected from damage
  • Cover lockbox in cold weather to keep it from freezing shut
  • Please don’t put your only set of house keys in the lockbox

Please use the lockbox at your own risk. Wag! is not liable for any loss, claim or damage of any kind incurred as a result of your use of the lockbox.

How do I change my lockbox code?

When changing your lockbox code, please make sure to update the lockbox code in the app. Failing to update your code will cause future walks to be delayed, as the walker won’t be able to enter your home.


3-Digit Master Lock Brand

  How to change the code:

  • Open the lockbox using your current code →
  • Locate the silver lever inside on the right →
  • Pull this lever forward and to the left →
  • Change the code to your desired new code →
  • Push the lever back and to the right, to its original position →
  • Update code in the Wag! app before your next walk

4-digit Shurlok Brand

  How to change the code:

  • Input your default code, or Latch code, and use a coin or screwdriver to turn the metal dial on the top right side of the lockbox in the vertical position →
  • Carefully set the dial to your new 4 digit code →
  • Turn the dial on the top side back to the horizontal position →
  • Scramble the digits, and test to make sure the new code works →
  • Update code in the Wag! app before your next walk

How do I update my lockbox code? 

There are two ways to do this!  We'll explain how below...If you're still having issues, please reach out and we'll assist you. 

If you have a booked schedule: 

  • On the bottom of the home screen, you will see your upcoming walks →
  • Click the specific walk you’d like to edit →
  • Select "Edit Home Access & Walk Notes" →
  • Edit your lockbox information and click “Save” at the bottom of the screen and you’re all set!
  • The “My Lockbox”  section of the app, will update with the new code after this has been adjusted. 

If you are submitting a new schedule: 

  • On the homepage, click the service icon at the top of your screen  for the service you'd like to book →
  • After selecting your schedule preferences, you will be able to tell us how the walker should enter your house and edit the lockbox code→
  • Click "continue" and proceed with your schedule submission. 
  • The “My Lockbox”  section of the app, will update with the new code after this has been adjusted.

What if my lockbox doesn't fit my door?

Many Pet Parents choose to place their lockbox on a gate or alternate secure fixture outside.

Tips for a Great Walk

What should I put in my Schedule Notes?

We recommend that you add any notes about your dog and their personality in the Notes section of your Profile. It’s helpful to note if your dog tends to pull on the leash when they walk or are shy when meeting new people! The more information you can provide your Pet Caregiver, the better! This way your Pet Caregiver will be able to cater the service specifically to your dog, just like you would.

Prior to Your Boarding

Preparing For Transportation

I booked a boarding service, how will this work?

If you’ve booked a Boarding service with a transportation component, it’s important that your Pet Caregiver knows how to safely and securely transport the dog from your home to theirs, and back!

How should I prepare my dog for transportation?

As a Pet Parent, it's your responsibility to provide adequate equipment for the transportation of your dog.  This can include a dog seat belt or harness and/or crate. Crates are a good option to help ensure the dog’s safety when traveling, especially when in a car.  If you use a crate, make sure that the crate is the correct size for the dog being transported and that the crate is securely anchored to the vehicle. This can be done in a variety of ways, so be sure you choose the correct option for the dog, and crate being used.

 

Any other tips?

For tips specific to driving with a dog, check out these helpful tips from Robert Cabral: 

Road Trip: Driving With Your Dog 

Prior to Your Sitting

Preparing for a Sitting

What should I prepare for my sitting service?

We encourage you to take all the necessary steps to prepare your dog and the sitter for their stay in your home. This includes:

  • Leaving a note about where to find your dog’s food
  • Labeling your dog’s food (amount per meal x times a day)
  • Ensuring your dog’s leash is in a visible place
  • Writing down feeding instructions, including how much and when you feed your dog, as well as any schedules that your dog may follow (e.g., take him out to the bathroom after he has his breakfast)

We always recommend providing as much information as possible, as that is the best way to make sure that your dog’s routine stays the same and you have peace of mind knowing everything is taken care of!

Tips for Pet Parents

Rating Pet Caregivers

What is your rating system about?

Once a walk is complete, you’ll receive a report card including a photo, notes, total walk length and time, as well as confirmation that your dog has been safely returned. At this point, you can rate and tip your pet caregiver based on your experience. You can also give your pet caregiver a badge for a job well done!

 

What are the badges?

  • Above and Beyond: Pet Caregiver went the extra mile for your dog!
  • Excellent Report Card: Pet Caregiver left a fun and informative report card.
  • Extra Caring: Pet Caregiver made sure your dog got some extra TLC!
  • Follows Instructions: Pet Caregiver did a great job at following instructions.
  • Great Distance: Pet Caregiver was able to cover a lot of ground during the walk.
  • Strong Walker: Pet Caregiver  was able to handle larger/energetic dog breeds.
Best Practices for Pet Parents

Adequate Equipment 

As a pet parent, it’s your responsibility to provide adequate equipment for your pet caregiver before the service begins. Before each scheduled service, check to make sure that you have provided the supplies your pet caregiver will need.  For example, if you’ve booked a walk, ensure you’ve left a leash, harness and bags in plain sight for your walker to find. If you’ve booked an in-home service like a Boarding or Pet Day Care, ensure you’ve provided your dog’s bowls, food or other supplies necessary for a safe and successful service. 

If you’ve booked a Boarding or Pet Day Care service with a transportation component, it’s important that your pet caregiver knows how to safely and securely transport your dog from your home to theirs, and back! It's the responsibility of the pet parent to provide adequate equipment for a safe and smooth transport.  This can include a dog seat belt or harness and/or crate. Crates are a good option to help ensure the pup’s safety when traveling, especially in a car. If you already use a crate, be sure the crate is the right size for the dog being transported and that it can fit in most vehicles. Also, note that crates should be securely anchored to the vehicle.  Since this can be done in a variety of ways, be sure you choose the correct option for both the dog and crate being used. 

Home Access

In order to get things off to a successful start, the pet caregiver needs smooth access to the home to pick up the dog. As a pet parent, be sure to provide information about accessing your home within the Wag! app or on our website. 

We highly encourage pet parents to change lockbox codes often and not to share personal information, including phone numbers, with Pet Care Providers. When changing your lockbox code, don’t forget to update this information within the Wag! app so upcoming pet caregivers have the information they need.

Communication

The Wag! app is the best channel for communication between you and your pet caregiver. We encourage pet parents to communicate and engage with pet caregivers solely through the Wag! app or our website.

Remember that pet caregivers may have questions and direct communication through the app keeps everyone informed. Timely communication is also important for a successful service. Try to respond to pet caregivers as soon as possible, especially if questions arise during a service. We encourage pet parents to keep their mobile devices close during a walk or boarding or sitting engagement. The Wag! app has user safety features that allow you to communicate with pet caregivers safely and conveniently. Use it! 

Dog’s Information

As a best practice, confirm that your dog's profile is filled out adequately, updated as needed, and includes any special details you may want to convey to your pet caregiver.

Timeliness

If you’re dropping off your dog for a Boarding or Day Care service, be respectful of the agreement you've made with the boarding host and arrive on time.

Cancellations

In the event of a last-minute change to their plans or schedule, pet parents have the option to cancel a Wag! scheduled service. Last-minute cancellations can have a negative impact on our community by disrupting schedules and experiences of both pet parents and pet caregivers. Please be mindful of this and keep last-minute cancellations to a minimum.

Star Ratings

What's a Star Rating?

A Pet Caregiver’s overall rating is an average of all individual ratings they have received divided by the total amount of services they have provided. Wag! uses a rating system to obtain feedback and continuously improve service quality. This system provides a quick and clear way to rate your Wag! service experience each and every time. 

What does each Star Rating mean?

5 Stars: Great experience! Everything was as described in my notes, Pet Caregiver did a great job executing the service.

4 Stars: Good experience; One or two things could have been done better.

3 Stars: Neutral experience; I’m disappointed in the quality of this service, but I would book again with a different Pet Caregiver. 

2 Stars: Bad experience; Pet Caregiver did/did not do something which was a fundamental part of executing a successful service. I don’t want to use this Pet Caregiver again. 

1 Star: Horrible experience; Multiple things went wrong or there was a single significant failure in delivering the service.

For a 5- or 4-star rating, you'll be prompted to add the Pet Caregiver to your Preferred Walkers list (click the "heart" icon). You may also choose to award the Pet Caregiver a badge and/or leave a tip! For 3-stars or below, you'll be asked if you'd like to block the Pet Caregiver from being able to accept future services for your pets.