General Questions
How long have you been in business?
We’ve been caring for clients and their animals since 2001.
What type of pets do you serve?
Most of our animal clients are dogs and cats, but we also regularly take care of birds, fish, guinea pigs, mice, and all manner of reptiles. And we love them all.
Which areas do you serve?
In the Tri City area: Fremont, Hayward, Union City, and Newark
In the Tri Valley area: Pleasanton, Livermore, San Ramon, and Dublin
In San Francisco: Alamo Square/NOPA, Bernal Heights, Castro/Upper Market, Cole Valley/Ashbury Heights, Downtown/Civic Center/Van Ness, Excelsior/Outer Mission, Financial District, Glen Park, Haight, Hayes Valley, Ingelside/SFSU/CCSF, Inner Richmond, Inner Sunset/UCSF, Lake Merced, Laurel Heights/Presidio, Marina/Cow Hollow, Mission, Nob Hill, Noe Valley, North Beach/Telegraph Hill, Pacific Heights, Portola, Potrero Hill, Richmond/Seacliff, Russian Hill, SOMA/South Beach, Sunset/Parkside, Tenderloin, Twin Peaks/Diamond Heights, USF/Panhandle, West Portal/Forest Hill, Western Addition
How do I make a reservation for service?
Here are three ways to reach out to us:
Fill out our New Client Inquiry Form
Email us at info@theanimalnanny.com
Call us at:
510.574.0835 for service in Newark, Hayward, Fremont, and Union City
925.264.7697 for service in Dublin, Livermore, Pleasanton, and San Ramon
415.387.1100 for service in San Francisco
We look forward to hearing from you!
Do I need to make an advance payment or deposit?
Yes, please. We’ll ask for an advance payment for your first pet sitting service. If you’re an established client we just need a deposit if you’re going to be gone a full week or longer, or during the holiday season.
What types of payment do you accept?
For efficiency and convenience, we accept only credit card payments made online through our secure merchant processing server.
Will you need a key to my house? What are your key policies?
Yes, pet sitting and dog walking services require your Nanny to have access to a key to your home. It is best to have a key ready at your free Consult visit to make sure we have it before your service begins.
Many clients prefer the convenience of us keeping their key on file between pet sitting visits, to make subsequent reservations that much easier. We store keys using an untraceable numerical system in secure, locked key cabinets to protect your home.
Do you have holiday policies?
Holidays are a busy time for us. If you’re reserving pet sitting visits during the holiday season we’ll share any special policies that apply. Generally these include a non-refundable deposit and a modest holiday surcharge.
What does it mean that you’re insured and bonded?
We carry a professional liability policy that covers up to two million dollars in damages to protect you in the event we are liable for damages that occur while caring for your pets. And our fifty thousand dollar bond reimburses you should anything disappear from your home. All of these situations are highly unlikely, but we want you to have maximum peace of mind using our services.
What type of special training do Animal Nannies have?
Owner Marna Stein is a Registered Veterinary Technician with well over two decades of experience, which she shares with our Nannies. Additionally, Marna is studying as a dog trainer, passing down key lessons to all Nannies on the team.
Can you train my dog?
Not just yet, but that service is coming. In the meantime, we’re happy to refer you to our favorite trainers.
Where can I take a Pet First Aid & CPR course?
There are several companies who teach Pet First Aid & CPR courses in the Bay Area, including Dogsafe, PetTech, and The Red Cross.
Pet Sitting Questions
How much advance notice do you require to take care of my pet?
It’s always best to contact us as soon as you know your plans. If you’re a new client, we appreciate two weeks’ notice to give us plenty of time to schedule your free consult. We’ll do our best to work with less if you’re in a bind, so long as there’s enough time available for a consult visit before you go. We can usually accommodate short-notice requests for existing clients, and always will if we can.
Can you help in truly last-minute situations?
We will always try, though we can’t guarantee it, particularly around major holidays, so always call ahead if you can. Late booking fees apply to requests for visits with less than one business day’s notice.
How long is a typical pet siting visit?
For up to two pets, your Nanny will spend 30-40 minutes with your animals.
Can you spend extra time with my pets?
We can arrange for longer visits, yes. Let us know what you need and we’ll provide a quote.
How early can you visit my animals, and how late?
We start our visits at 6am, and make our latest at 8pm. If you request two visits per day we schedule those as close to 12 hours apart as possible. When scheduling permits we can visit your animal first thing in the morning and last thing at night if you prefer.
Do you house-sit, too? Can you stay in my home with my animals?
We offer overnight visits on a limited basis, yes. We aren’t able to stay around the clock, but we spend approximately 12 hours overnight and can add a mid-day visit if you like.
What about boarding—Can you keep my animal at your home or facility overnight?
We don’t offer boarding services; only care in your home. Most animals experience less stress remaining at home when the family is away.
Will I get to meet the Nanny you assign to me?
We don’t usually schedule a Meet & Greet with your Nanny, who is carefully assigned to you by our owner, Marna. However, if you feel strongly about meeting your Nanny before your first service we can arrange a Meet & Greet for you. Meet & Greets are charged as a regular pet sitting visit.
Can I request a specific Nanny?
We always try to honor requests for a specific Nanny if we can, but we can’t guarantee it. For example, if the Nanny you request doesn’t serve your area or isn’t available while you’re away we wouldn’t be able to assign you that Nanny.
Will the same Nanny come for each visit?
Yes, for your animal’s comfort the same Nanny will do all the visits while you’re away.
Will the same Nanny come next time I’m away, too?
If at all possible, yes. It’s always our preference to assign the same Nanny, as our Nannies work hard to form strong bonds with the animals they care for.
What happens if my Nanny becomes ill or has an emergency?
If we can see that something is wrong or suspect your pet is ill we will contact you via your emergency number so you can decide if you would like us to seek veterinary care. If we cannot reach you we will seek veterinary care at our discretion, always erring on the side of caution for your pet’s safety. We will bill for any extra time spent transporting and caring for your pet.
Are you able to administer medications? What if my animal needs her meds on a set schedule? And is there an extra cost for this?
We are able to give all types of medicine, including pills, drops, ointments, and lotions.
We can administer medications on a specific schedule, yes—just be sure to share this information with your Consult Nanny. And please note that we are not able to give medications earlier than 6am or later than 8pm unless we are providing overnight care.
There is no extra charge for giving medications of any kind; we consider this part of your animal’s care.
My pet is sometimes a bit aggressive. Can you still sit for her?
Our skilled Nannies can work with many animals with behavior challenges. Our top priority is always safety, however, so if our Consult Nanny feels either that a Nanny would not be safe, or that we would not be able to keep your pet safe, we will decline service.
What can you do to help my shy cat while I’m away?
If your cat tends to hide when new people visit, we’ll ask you to share her favorite hiding places with us. That way we can search her out on each visit to make sure she’s well. Shy cats will often venture out after a Nanny visits once or twice, but if your cat prefers to stay hidden we’ll respect her comfort and only do visual well-being checks. If your cat is a particularly skilled hider and we can’t find her, we’ll look for other evidence of her well-being, such as litter box use and disappearing food and treats.
Do you do anything special to care for puppies and kittens?
Yes, for young animals who aren’t yet fully vaccinated, we remove our shoes outside your home and wash our hands thoroughly before touching anything in your home.
What should I expect when I return home?
A happy, well-cared for pet, a home just as you left it, and a note from us detailing all that transpired while you were away. (You’ll also receive daily Nanny Notes via our online journal system while you’re traveling.)
What should I do when I get home?
Please call or email to let us know you’ve returned safely. (We’ll leave a reminder to do this in our note to you.)
Dog Walking Questions
How long will my dog be out on a walk?
Your Nanny will spend either 30 or 45 minutes with your dog, door-to-door, depending on the walking service you choose.
Can you take my high-energy dog for a longer walk?
We can arrange for longer walks, yes. Let us know what you need and we’ll provide a quote.
Can you take my dog to the local park or trail instead of walking in my neighborhood?
Sure, we’d love to. We’re happy to arrange for private on-leash outings to local trails, or visits to legally-designated enclosed off-leash dog parks.
Will I get to meet the Nanny you assign to me before she walks my dog the first time?
We don’t usually schedule a Meet & Greet with your Nanny, who is carefully assigned to you by our owner, Marna. However, if you feel strongly about meeting your Nanny before your dog’s first walk we can arrange a Meet & Greet for you.
Can I request a specific Nanny?
We always try to honor requests for a specific Nanny if we can, but we can’t guarantee it. For example, if the Nanny you request doesn’t serve your area or is already booked up we wouldn’t be able to assign you that Nanny. But if we can, we sure will.
Will the same Nanny come for each walk?
Yes, absolutely. Your dog will have her own dedicated Nanny.
What happens if my Nanny becomes ill or has an emergency?
The wonderful thing about our team approach is that we will never, ever disappoint your dog. Should something happen that keeps your Nanny from being there, another Nanny will step into her shoes to make sure your dog gets her outing as planned.
My dog is sometimes a bit aggressive. Can you walk her?
Our skilled Nannies can work with many animals with behavior challenges. Our top priority is always safety, however, so if our Consult Nanny feels either that a Nanny would not be safe, or that we would not be able to keep your dog safe, we will decline service.
Can you train my dog while you walk her?
Not just yet, but that service is coming. In the meantime, we’re happy to refer you to our favorite trainers.