Frequently Asked Questions
What types of pets do you provide services for?
We provide services for dogs, cats, birds, and small caged pets such as rabbits, hamsters, guinea pigs, chinchillas, rats, etc. If you have another type of pet that you need services for, please email caninesmatter@gmail.com
What services do you offer?
For an overview of the standard services we offer, click here
What are your rates?
We have some of the most competitive rates you will find through any legitimate pet care provider. We offer discounted rates for multiple visits on the same day. For a detailed overview of our rates, we offer, click here
What areas do you serve?
ALL areas in Singapore other than officially restricted areas. Additional charges apply for Sentosa, Tuas and Lim Chu Kang
How do I make a reservation for service?
Please Whatsapp/SMS 98371536
How much advance notice is needed to book your services for my pet?
You should contact us as soon as you know you'll be needing our services to help ensure a spot on our schedule. If it is your first time using our services, we would appreciate seven days notice to enable us to schedule your free in-home consultation prior to the assignment start date. However, we can usually work in a consultation with a bit less notice.
Can I make last minute reservations for service?
While we make every effort to accommodate all requests for service, we cannot guarantee we will have availability on our schedule if you need a reservation on very short notice. We always recommend making reservations as soon as possible to ensure a spot on our schedule. It is particularly difficult, and often impossible, to accommodate short notice requests during holiday periods.
What is the purpose of the Free In-Home Consultation?
The free in-home consultation gives you the opportunity to meet with us and communicate any information that will help us to provide the best possible care for your pet(s). It also gives us an opportunity to meet your pet(s), fill out necessary paper work, and pick up keys to you home. A free in-home consultation is required for all first-time clients. Once you are an established client, we can accept telephone reservations for service.
How will I be billed for your services?
When you book a reservation with us, we will e-mail you an estimate for services. At the time of booking, we require a 50% deposit and ask that the remaining 50% be left for us to pick up on the assignment start date. If any additional services (i.e. unexpected trip to veterinarian/locksmith; if dog locks himself in(has happened before) etc.) were requested or required while we were on the assignment, we will provide an updated invoice reflecting such additions. Payment for additional services performed is due upon receipt of invoice.
What methods of payment do you accept?
We currently accept payment via cash, cheque and i bank
What if I have to cancel service after I've booked with you?
If you must cancel your reservation with us, we request as much notice as possible, both as a professional courtesy and to give us an opportunity to book another client who otherwise might be turned away for scheduling reasons. All cancellations must be received and acknowledged by the Company. Cancellations made with less than 48 hours notice will be subject to a cancellation fee of 50% of the contracted total. Cancellations made for major holiday periods (regardless of the notification period) will also be subject to a cancellation fee of 50% of the contracted total.
Do you require proof of vaccination for my pets?
We do ask for proof of vaccination for your pet(s). A photo of the booklet/receipt is needed.
What types of medication can you administer?
We are able to administer all types of medications including pills, drops, ointments and lotions. We are also able to administer subcutaneous (sub-q) fluids.
Do you charge extra to administer medication?
Pills, drops, ointments and lotions are administered at no additional charge. There is an additional fee for administering injections and subcutaneous (sub-q) fluids.
What type of special training do you have?
We are certified in Pet First Aid & CPR .
How can I be sure that my home and pet(s) are safe while under your care?
We take great care to ensure the safety and security of our client's home and pet(s). We are pet and home owners too, which means we understand the level of trust our clients are instilling in us by allowing us to care for their home and pet(s). When we say we "you can rest assured that your pets and your home will be cared for with the utmost love, care and respect," we mean it!
Why shouldn't I have my neighbor's child or a low cost, uninsured pet sitter care for my home and pets?
In most instances you get what you pay for. Most clients feel better knowing that their home and pet(s) are in the hands of a trustworthy, reliable, and responsible professional who knows how to recognize and handle the situation should something go wrong. What would happen if the neighbor child accidentally left the water running and flooded your home or if your pet had a medical emergency that went untreated because the person watching them didn't recognize the signs/symptoms? Those are big responsibilities to place on a child's shoulders and a big risk to take with an uninsured pet sitter.
Why do you require two copies of my house key?
First and foremost, all keys are assigned a key code and never have your address or any other identifying information associated with them. The reason behind requiring two copies is simply that it is much less expensive and time consuming to have a second key made ahead of time than it is to call a locksmith out to gain entry into your home and/or re-key your door should something happen (i.e. key breaks, key jams and will not work for some reason, or the door is has a self-locking mechanism and it shuts and locks us out.) Your second key is always kept in a locked key box just as a precautionary measure so that we can still gain entry to the house. Having the second key greatly reduces the potential need for a locksmith, which in turn, can save the client the expense of a locksmith visit.
How long is a standard visit?
Standard pet care visits last 30 - 45 minutes. Standard play time visits or dog walks last 30 minutes, but can be lengthened for an additional fee. Overnight visits last roughly 12 hours.
Can you spend extra time with my pet(s)?
We will make every effort to accommodate requests for extended visits. Extended visits are billed at an hourly rate.
Do you offer overnight visits?
Yes, we do offer overnight visits. Please WhatsApp us at 98371536 for more info.
Can you take my dog for a trail walk, to the dog park, or walk him/her off-leash?
We're sorry, but we do not currently offer off-leash walks, trail walks.
s.
My pet is sometimes aggressive. Can you still care for them?
We will evaluate each situation on an individual basis. When we meet for the free in-home consultation we will evaluate your pet. It is of the utmost importance that you be open and honest about your pets behavior. Let us know how your pet has displayed their aggression (i.e. biting people/animals, growling, lunging, baring teeth, chasing, etc.), who/what the aggression was directed towards (i.e. people, unfamiliar dogs/cats, other household pets, etc.) and if there are any identifiable triggers for the aggression (i.e. trying to take away objects such as food/toys, touching a certain area on the pet, noises/sounds, etc.) If we feel that your pet is too aggressive we will have to respectfully decline job. We have to consider our safety, your pet's safety, and the safety of other people and animals that your pet could come in contact with while under our care.
What will you do if my pet becomes ill or injured while I'm away?
During your free in-home consultation you will fill out a Veterinarian Release Form which includes information regarding your pet(s) name, age, description, any current/prior health conditions and medications they are taking, your regular veterinarian, preference for emergency veterinarian, and method of payment should your pet require veterinary attention while under our care. If your pet is a senior, you will also fill out a Senior Pet Medical Form which provides some additional detail/direction in the event veterinary care is needed.
If your pet becomes injured or we suspect that they are ill while you're away, we will attempt to contact you at the emergency numbers left on file with us so we can explain the situation with your pet. If you believe your pet should be seen by a veterinarian we will make arrangements for an appointment and transport your pet to the vet*. If we are unable to reach you, we will use our best judgment in determining if your pet is in need of veterinary care. If we feel your pet should be seen by a veterinarian, we will make the necessary arrangements to get your pet that care. If we are not able to reach you prior taking your pet to the veterinarian, we will continue to attempt to reach you until we make contact and update you on the situation. Clients will be billed for additional time and/or services (i.e. transportation to/from vet office) associated with seeking veterinary care.
Are there any special policies regarding holidays?
A $10.00 major holiday surcharge will apply to all Singapore Public holidays.
Do you require a deposit or advance payment?
A minimum 50% deposit is required at the time of contract signing with the remaining balance due upon arrival for assignment for all new clients. During major holiday periods advance payment is required.
What should I expect when I return home?
The first thing you should expect when you return home are happy, healthy pets and a home that's just as you left it! You should also expect to find a "welcome back" card with instructions to contact us so we know you've made it back home and that your pets are back under your care, along with a daily checklist and notes reporting how our visits went with your pet(s) while you were gone. You may also find an invoice/statement of account depending on the situation.
----------
Mandatory Rules and Regulations
* Your dog has to come for a temperament test prior to his daycare/boarding.
* Your dog has to licensed and microchipped by the AVA.
*Your dog has to be neutered/spayed. Non Neutered/spayed dogs are welcomed on a case by case basis. Female dogs on heat are not accepted on our premises.
* Your dog has to be on anti-flea prevention. We provide Frontline anti Flea prevention at $15 per applicator.
* Extra charges will apply if the pick up timings are not adhered to.
Disclaimer
* We are not liable for any passing on of mature dogs on our premises due to old age or existing medical conditions.
We provide services for dogs, cats, birds, and small caged pets such as rabbits, hamsters, guinea pigs, chinchillas, rats, etc. If you have another type of pet that you need services for, please email caninesmatter@gmail.com
What services do you offer?
For an overview of the standard services we offer, click here
What are your rates?
We have some of the most competitive rates you will find through any legitimate pet care provider. We offer discounted rates for multiple visits on the same day. For a detailed overview of our rates, we offer, click here
What areas do you serve?
ALL areas in Singapore other than officially restricted areas. Additional charges apply for Sentosa, Tuas and Lim Chu Kang
How do I make a reservation for service?
Please Whatsapp/SMS 98371536
How much advance notice is needed to book your services for my pet?
You should contact us as soon as you know you'll be needing our services to help ensure a spot on our schedule. If it is your first time using our services, we would appreciate seven days notice to enable us to schedule your free in-home consultation prior to the assignment start date. However, we can usually work in a consultation with a bit less notice.
Can I make last minute reservations for service?
While we make every effort to accommodate all requests for service, we cannot guarantee we will have availability on our schedule if you need a reservation on very short notice. We always recommend making reservations as soon as possible to ensure a spot on our schedule. It is particularly difficult, and often impossible, to accommodate short notice requests during holiday periods.
What is the purpose of the Free In-Home Consultation?
The free in-home consultation gives you the opportunity to meet with us and communicate any information that will help us to provide the best possible care for your pet(s). It also gives us an opportunity to meet your pet(s), fill out necessary paper work, and pick up keys to you home. A free in-home consultation is required for all first-time clients. Once you are an established client, we can accept telephone reservations for service.
How will I be billed for your services?
When you book a reservation with us, we will e-mail you an estimate for services. At the time of booking, we require a 50% deposit and ask that the remaining 50% be left for us to pick up on the assignment start date. If any additional services (i.e. unexpected trip to veterinarian/locksmith; if dog locks himself in(has happened before) etc.) were requested or required while we were on the assignment, we will provide an updated invoice reflecting such additions. Payment for additional services performed is due upon receipt of invoice.
What methods of payment do you accept?
We currently accept payment via cash, cheque and i bank
What if I have to cancel service after I've booked with you?
If you must cancel your reservation with us, we request as much notice as possible, both as a professional courtesy and to give us an opportunity to book another client who otherwise might be turned away for scheduling reasons. All cancellations must be received and acknowledged by the Company. Cancellations made with less than 48 hours notice will be subject to a cancellation fee of 50% of the contracted total. Cancellations made for major holiday periods (regardless of the notification period) will also be subject to a cancellation fee of 50% of the contracted total.
Do you require proof of vaccination for my pets?
We do ask for proof of vaccination for your pet(s). A photo of the booklet/receipt is needed.
What types of medication can you administer?
We are able to administer all types of medications including pills, drops, ointments and lotions. We are also able to administer subcutaneous (sub-q) fluids.
Do you charge extra to administer medication?
Pills, drops, ointments and lotions are administered at no additional charge. There is an additional fee for administering injections and subcutaneous (sub-q) fluids.
What type of special training do you have?
We are certified in Pet First Aid & CPR .
How can I be sure that my home and pet(s) are safe while under your care?
We take great care to ensure the safety and security of our client's home and pet(s). We are pet and home owners too, which means we understand the level of trust our clients are instilling in us by allowing us to care for their home and pet(s). When we say we "you can rest assured that your pets and your home will be cared for with the utmost love, care and respect," we mean it!
Why shouldn't I have my neighbor's child or a low cost, uninsured pet sitter care for my home and pets?
In most instances you get what you pay for. Most clients feel better knowing that their home and pet(s) are in the hands of a trustworthy, reliable, and responsible professional who knows how to recognize and handle the situation should something go wrong. What would happen if the neighbor child accidentally left the water running and flooded your home or if your pet had a medical emergency that went untreated because the person watching them didn't recognize the signs/symptoms? Those are big responsibilities to place on a child's shoulders and a big risk to take with an uninsured pet sitter.
Why do you require two copies of my house key?
First and foremost, all keys are assigned a key code and never have your address or any other identifying information associated with them. The reason behind requiring two copies is simply that it is much less expensive and time consuming to have a second key made ahead of time than it is to call a locksmith out to gain entry into your home and/or re-key your door should something happen (i.e. key breaks, key jams and will not work for some reason, or the door is has a self-locking mechanism and it shuts and locks us out.) Your second key is always kept in a locked key box just as a precautionary measure so that we can still gain entry to the house. Having the second key greatly reduces the potential need for a locksmith, which in turn, can save the client the expense of a locksmith visit.
How long is a standard visit?
Standard pet care visits last 30 - 45 minutes. Standard play time visits or dog walks last 30 minutes, but can be lengthened for an additional fee. Overnight visits last roughly 12 hours.
Can you spend extra time with my pet(s)?
We will make every effort to accommodate requests for extended visits. Extended visits are billed at an hourly rate.
Do you offer overnight visits?
Yes, we do offer overnight visits. Please WhatsApp us at 98371536 for more info.
Can you take my dog for a trail walk, to the dog park, or walk him/her off-leash?
We're sorry, but we do not currently offer off-leash walks, trail walks.
s.
My pet is sometimes aggressive. Can you still care for them?
We will evaluate each situation on an individual basis. When we meet for the free in-home consultation we will evaluate your pet. It is of the utmost importance that you be open and honest about your pets behavior. Let us know how your pet has displayed their aggression (i.e. biting people/animals, growling, lunging, baring teeth, chasing, etc.), who/what the aggression was directed towards (i.e. people, unfamiliar dogs/cats, other household pets, etc.) and if there are any identifiable triggers for the aggression (i.e. trying to take away objects such as food/toys, touching a certain area on the pet, noises/sounds, etc.) If we feel that your pet is too aggressive we will have to respectfully decline job. We have to consider our safety, your pet's safety, and the safety of other people and animals that your pet could come in contact with while under our care.
What will you do if my pet becomes ill or injured while I'm away?
During your free in-home consultation you will fill out a Veterinarian Release Form which includes information regarding your pet(s) name, age, description, any current/prior health conditions and medications they are taking, your regular veterinarian, preference for emergency veterinarian, and method of payment should your pet require veterinary attention while under our care. If your pet is a senior, you will also fill out a Senior Pet Medical Form which provides some additional detail/direction in the event veterinary care is needed.
If your pet becomes injured or we suspect that they are ill while you're away, we will attempt to contact you at the emergency numbers left on file with us so we can explain the situation with your pet. If you believe your pet should be seen by a veterinarian we will make arrangements for an appointment and transport your pet to the vet*. If we are unable to reach you, we will use our best judgment in determining if your pet is in need of veterinary care. If we feel your pet should be seen by a veterinarian, we will make the necessary arrangements to get your pet that care. If we are not able to reach you prior taking your pet to the veterinarian, we will continue to attempt to reach you until we make contact and update you on the situation. Clients will be billed for additional time and/or services (i.e. transportation to/from vet office) associated with seeking veterinary care.
Are there any special policies regarding holidays?
A $10.00 major holiday surcharge will apply to all Singapore Public holidays.
Do you require a deposit or advance payment?
A minimum 50% deposit is required at the time of contract signing with the remaining balance due upon arrival for assignment for all new clients. During major holiday periods advance payment is required.
What should I expect when I return home?
The first thing you should expect when you return home are happy, healthy pets and a home that's just as you left it! You should also expect to find a "welcome back" card with instructions to contact us so we know you've made it back home and that your pets are back under your care, along with a daily checklist and notes reporting how our visits went with your pet(s) while you were gone. You may also find an invoice/statement of account depending on the situation.
----------
Mandatory Rules and Regulations
* Your dog has to come for a temperament test prior to his daycare/boarding.
* Your dog has to licensed and microchipped by the AVA.
*Your dog has to be neutered/spayed. Non Neutered/spayed dogs are welcomed on a case by case basis. Female dogs on heat are not accepted on our premises.
* Your dog has to be on anti-flea prevention. We provide Frontline anti Flea prevention at $15 per applicator.
* Extra charges will apply if the pick up timings are not adhered to.
Disclaimer
* We are not liable for any passing on of mature dogs on our premises due to old age or existing medical conditions.
CONTACT US
Whatsapp/SMS: 98371536
Whatsapp/SMS: 98371536