Frequently Asked Questions

Services & Scheduling

  • All Heart & Paws proudly serves Saratoga Springs and nearby communities including Wilton, Greenfield, and Gansevoort, providing trusted, compassionate pet care you can count on. If you’re unsure whether you’re within our service area, just reach out — we’re happy to help! 🐾

  • Getting started is easy! Simply complete our New Client Form with details about you and your pet’s needs. Once submitted, we’ll review your information and be in touch to schedule your complimentary meet-and-greet.

  • The meet-and-greet is a relaxed, in-home visit where we come by to meet you and your pet and make sure it’s a great match all around. Think of it as our official introduction — tail wags, happy purrs, and all! 🐾

    During our visit, we’ll:

    • Meet your pet and let them get comfortable with us at their own pace

    • Go over their daily routine, feeding schedule, exercise needs, and favorite activities

    • Review any medications, medical concerns, or special instructions

    • Chat about home access, security details, and emergency contacts

    • Answer any questions you have about our services and policies

    This is our chance to learn all the little details — from favorite walking routes and sniff spots to preferred napping places and toy mice — so when service begins, everything feels smooth, familiar, and stress-free. Our goal is for you to leave feeling totally confident and your pet feeling excited for their new friend to come back.

  • No. All walks are private to ensure your dog receives individual attention and care tailored to their needs. For safety, we do not take dogs to dog parks and we do not allow on-leash greetings with other dogs during walks, which helps maintain a calm, controlled environment and keeps the focus on your dog’s comfort and well-being. 🐾💜

  • Yes! Because we have a background in animal behavior, we’re happy to support training routines recommended by your trainer. Consistency is key, and we’re glad to help reinforce positive behaviors during our visits.

    Our approach is rooted in positive reinforcement and Fear Free principles, focusing on rewarding desired behaviors and creating a low-stress experience for your pet. If your pet is currently working with a trainer, we’re happy to follow their guidance to help maintain consistency and support your pet’s progress. 🐾💜

  • Yes, we do offer house sitting and overnight care. However, availability is limited and bookings are accepted on a first-come, first-serve basis.

    In many cases, priority may be given to our regular dog-walking clients, especially during high-demand periods such as holidays or peak travel seasons. If you anticipate needing overnight care, we recommend reaching out as early as possible to check availability and reserve your dates.

  • Yes! We’re happy to provide care for cats. Our cat care visits are designed to make sure your cat stays comfortable, safe, and well cared for while you’re away.

    When scheduling cat care, please select drop-in visits.

    During each visit we can:

    • Provide fresh food and water

    • Scoop and maintain litter boxes

    • Administer basic medications if needed

    • Provide playtime, enrichment, and attention (based on your cat’s preferences)

    • Do a quick check of your home for any concerns

    We understand that every cat has a different personality. Some enjoy interaction and play, while others prefer a calm presence and routine care. We adjust our approach based on your cat’s comfort level and needs.

    If you have multiple cats or specific care routines, we’re happy to discuss those details to make sure your pets receive the best possible care.

  • Availability is on a first-come, first-served basis, so we always recommend booking as early as possible.

    Overnight stays and house sitting requests tend to fill quickly — especially around holidays and school breaks — and should be submitted as far in advance as you can to secure your spot.

    For recurring or daily dog walks, we recommend submitting requests at least one week in advance. We’re also happy to set up weekly repeating schedules to ensure your pet has consistent, reliable care reserved in advance.

    We understand that last-minute needs come up and will always do our best to accommodate shorter notice requests when our schedule allows. Please note that requests made with less than 24 hours’ notice may be subject to an emergency fee.

  • We kindly require at least 24 hours’ notice for cancellations or schedule changes. Cancellations made with less than 24 hours’ notice may be subject to a cancellation fee.

    For holiday bookings, we require at least 72 hours’ notice, as these dates are in high demand and fill quickly.

    We understand that life happens! If an emergency comes up, please reach out as soon as possible and we’ll always do our best to work with you. 🐾

  • Payment is handled automatically and securely through Time To Pet, our client management system. Once services are scheduled, invoices are processed through the platform using your preferred payment method on file — making everything simple and hassle-free.

    You’ll receive notifications and receipts for your records, and you can easily view upcoming services, invoices, and payment history right in your Time To Pet client portal.

  • We do provide pet care on major holidays so your pets can maintain their normal routine even when you’re away. A $10 holiday fee is applied to each visit that falls on a holiday.

    Our holiday service dates include:

    • New Year’s Eve

    • New Year’s Day

    • Presidents Day

    • Memorial Day

    • Independence Day (July 4th)

    • Labor Day

    • Veterans Day

    • Thanksgiving

    • Christmas Eve

    • Christmas Day

    Because holidays are a very busy time for pet care services, we recommend submitting requests as early as possible to ensure availability.

Safety, Security & Trust

  • Your pet’s safety is always our top priority. If an illness or emergency occurs, we will contact you right away and follow your outlined emergency plan, including transporting your pet to your preferred veterinarian or the nearest emergency clinic if necessary.

    If medications are prescribed, we can also pick them up for you. Additional fees may apply for emergency transport or pharmacy runs. 🐾

  • Yes! All Heart & Paws is fully insured, giving you added peace of mind while your pet is in our care. We take safety, professionalism, and responsible pet care seriously so you can feel confident every time you trust us with your furry family member. 🐾

  • We generally use the equipment you provide for your dog. For safety and comfort, we prefer dogs to be walked on a harness whenever possible. If your dog tends to pull on leash, we often recommend a front-clip harness, which — when combined with proper training — can help encourage better walking habits. Depending on your dog’s needs and what they are accustomed to, we may also use a Gentle Leader, flat collar, or martingale collar.

    Walks are typically done using a leash you provide, or we may use one of our own long lines depending on the pet and the type of service being provided. For additional safety, we may also use backup equipment such as a safety clip or second leash.

    For the safety and well-being of the dogs in our care, we do not use or recommend prong collars, choke chains, or shock collars.

  • We know being away from your pet can be hard — that’s why we keep you updated every step of the way! After each visit, you’ll receive a detailed report through Time To Pet, our client portal.

    Your report will include notes about the visit, potty updates, meals, medications (if applicable), and of course, plenty of photos. You’ll be able to see exactly how your pet is doing and enjoy a little glimpse of their day while you’re away. 🐾💛

  • Your pet’s safety and comfort always come first. During extreme heat, cold, heavy rain, or snow, we adjust walks based on the temperature and weather conditions. This may mean shortening outdoor time and replacing it with indoor play, enrichment activities, and plenty of attention to ensure your pet still gets exercise and care.

    No matter the forecast, pets who are scheduled for care will always be our priority. We make every effort to safely arrive for all visits, even in challenging weather conditions. We carefully monitor the weather and make thoughtful decisions to keep paws safe in the summer and cozy in the winter — while still making sure your pet’s needs are fully met. 🐾❄️☀️

  • We will use the access method that works best for you and your home. Many clients provide a door or garage entry code, which allows us to enter securely for scheduled visits. If a code is not available, we typically recommend using a lock box to store a house key safely on-site.

    We also recommend having a backup entry option available in case the primary method fails, such as a secondary code or key in a lock box.

    During your meet-and-greet, we’ll review the best access option for your home and make sure we have everything needed to enter smoothly and securely for each visit.

Health & Special Needs

  • Absolutely! We have experience caring for senior pets and understand they often need a little extra patience, attention, and support. Whether it’s slower walks, medication reminders, mobility assistance, or simply extra cuddle time, we tailor our care to keep your aging pet comfortable and happy. 🐾💜

  • Yes, we do!

    We love caring for puppies and understand that they require extra attention, patience, and consistency. Whether it’s potty breaks, basic routine reinforcement, playtime to burn off that puppy energy, or simply sticking to their schedule, we’re happy to help support your pup during this important stage of growth.

  • Yes, we can administer most oral and topical medications as part of your pet’s care routine. During the meet-and-greet, we’ll review detailed instructions to ensure everything is given safely and correctly.

    If your pet has specific medical needs, just let us know in advance so we can confirm we’re able to accommodate them. Your pet’s health and comfort are always a top priority.

  • We understand that every pet is unique. We have experience working with pets who have a wide range of behavioral concerns, including anxiety, fearfulness, reactivity, and resource guarding.

    We take a calm, patient approach and always move at your pet’s pace. We’re especially passionate about working with shy dogs and can help support gentle confidence-building through positive, low-pressure interactions.

    Please share any behavioral concerns during your meet and greet so we can tailor our care plan to best support your pet’s comfort and success. 🐾💜

  • We require all pets in our care to be up to date on rabies vaccination, as required by New York State Rabies Vaccination Law.

    We also recommend that pet parents discuss and stay current on other vaccines recommended by their veterinarian based on their pet’s lifestyle and risk factors.

    In addition, pets must be kept up to date on flea and tick prevention. If fleas are discovered during vacation or extended care visits, additional fees may apply to cover the extra time and cleaning required to safely manage the situation. 🐾💜

About our Team

  • Your pet will be cared for by a trusted member of the All Heart & Paws team. We invite you to visit our Team page to learn more about the dedicated caregivers who make our services so special.

    Whenever possible, we assign 1 or 2 consistent sitters to your household so your pet can become familiar and comfortable with the same friendly faces. If a new sitter ever needs to step in, you will always be notified in advance and given the option to schedule a meet-and-greet to ensure everyone feels at ease.

    In rare emergency situations, we may need to send a different qualified team member to ensure your pet’s care is not interrupted. If this happens, you will be notified as soon as possible. Your pet’s continuity of care is always our top priority. 🐾💜

  • At All Heart & Paws, we bring more than just a love for animals — we bring a strong background in animal behavior along with extensive hands-on experience and knowledge. We don’t just adore pets, we truly understand them. Being able to read body language, recognize stress signals, and respond appropriately allows us to provide thoughtful, individualized care.

    We also see ourselves as part of your pet’s overall care team. We prioritize building meaningful relationships with the pets and families we serve and are happy to collaborate with trainers, veterinarians, and other professionals to support your pet’s well-being. Our goal is to provide care that is informed, compassionate, and truly centered around your pet’s needs. 🐾💜

  • Absolutely! We’re proud of the relationships we’ve built with our clients. You can read reviews and kind words from pet parents on our Testimonials page.

    If you would like additional references, we’re happy to provide them upon request.

  • Yes. We believe great pet care means continuing to learn and grow. Our team regularly pursues continuing education in areas such as animal behavior, training, body language, and pet health and safety. This allows us to stay up to date on best practices and provide thoughtful, informed care for the pets we work with.