Frequently Asked Questions
What are your business hours?
As a non traditional business we do not have traditional business hours. New client registration, emails, text messages and facebook messages are typically answered quicker than phone calls. Our goal is to deliver exceptional care, in order to maintain our high standards we aim to minimize phone calls while caring for other clients. Phone calls will be returned within 24 hours.
Visit Hours: We schedule our visits in blocks. Our visit blocks are as follows:
| 7:00am - 10:30am |
| 10:00am - 2:00pm |
| 1:30pm - 5:00pm |
| 4:30pm - 9:00pm |
| 8:30pm - 11:59pm |
We can also accommodate a custom time block. Please contact us to discuss our availability.
Do you provide references?
We have multiple 5 star reviews! Check out what our customers love about us on Facebook, Google, Bringfido.com, and Thumbtack!
Can you promise exact times to visit my pet?
We promise exact times for our pet taxi services.
All other services will be performed during the selected time block as listed above.
What is your cancellation policy?
We do not charge for cancellations unless we are cancelled on site. If we are cancelled on site, you will be charged for 50% of the visit.
You may cancel your services at any time. We want to ensure you are satisfied with your services, and ask that if you are cancelling due to dissatisfaction to contact Savannah directly at (979) 551-3306 or via email.
When should I schedule my pet's services?
We ask that we receive at least one week's notice during non-holiday weeks, and 2 months notice for holiday weeks.
If you need to schedule a same-day service, please contact us directly by texting (979) 551-3306 and we will do our best to accommodate you.
What kind of pets do you care for?
Our staff is experienced in caring for pets of every shape and size!
What areas do you service?
We services the greater Bryan College Station area with a 15 mile radius extending from Post Oak Mall in College Station. Please contact us if you are unsure whether you fall within our service area. Check for your neighborhood here www.lucky-paws-bcs.com/pages/service-area
How do I sign up for services?
Complete our new client registration form and a member of our team will reach out to set up a complimentary meet and greet with you and your pet!
How do I schedule services?
If you are an existing client, you can schedule visits in the following ways:
- via our app
- Pet Parent Portal
- email us
- text us
If you are a new client, please click here to fill out the new client registration form.
Is there a minimum walk/visit requirement per week?
No! However we do recommend scheduling regular visits so we can lock your spot in our schedule!
Will I have the same staff member each visit?
We cannot guarantee you will have the same pet care professional each visit. All of our employees are highly trained, pet-loving professionals with years of experience.
We offer a complimentary introduction visits for any new employee to meet your pets. Please note additional meet and greet visits are billed by our drop in rates.
How do you access my home?
Starting January 1, 2025 we will require keyless entry to our clients homes. Entry methods can include; garage door codes, door codes, lock boxes, or keys hidden on site. On a case by case basis Lucky Paws BCS can keep a set of keys if it is not possible to set up keyless entry. Please let us know your preferred method of entry and we will do our best to accommodate.
We recommend clients provide us with a key copy as a backup option. All keys given to Lucky Paws BCS are safely stored in our internal key tracking system.
Do you offer boarding or daycare services?
We do not offer boarding services, as pets are typically less stressed and more comfortable in their own environment.
If boarding is the best option for you and your pet, we recommend America's Country Store, South 40 Vet Hospital, and Bluebonnet Pet Ranch in College Station for boarding both cats and dogs.
Why should I choose Lucky Paws BCS to care for my pets and home?
We are passionate about giving the highest level of service in a loving, respectful, and safe manner. Our team members are trained in pet first aid, pet CPR, and animal behavior, and are experienced, pet-loving professionals. Your pet's welfare is our highest priority.
Unlike many pet care companies, Lucky Paws BCS staff are employees, not independent contractors. Our employees are interviewed and hired based on their previous and current experience and time spent working with animals. Our entire staff undergoes a background check, and is bonded and insured.
What training do Lucky Paws BCS employees receive?
All our employees receive thorough, on-the-job training as well as specific species training to ensure your pet's well-being while away.
Our staff follows a specific checklist which includes checking external gates and doors, supervising outdoor playtime, not interacting with other dogs or people during walks, and having access to clean fresh water at each visit. Our staff also complete a series of classes offered thru FetchFind.
Finally, we understand each pet is different and will allow your pet to decide what level of interaction they prefer with each staff member.
What if there is an emergency with my pet?
In the event of an emergency, we will contact your primary vet. If they do not have availability, we will take your pet to either South 40 Animal Hospital or Texas A&M Emergency Clinic.
My pet takes medications. Can your staff administer these during visits?
Our staff is experienced in administering various different medications.
How do I pay Lucky Paws BCS for my services?
Clients can pay for services via the Scout App, PayPal, Venmo, and Apple Pay. We also accept all major credit cards, cash, and check. Clients are billed every Tuesday for the previous week's services.
How do I know my services are completed?
We use a state-of-the-art app and software program called Scout! Each visit is GPS tracked and includes an app alert and emailed report card showing where your pup was walked if they peed or pooped if they were fed, given water, any other notes from your pet care professional, and photos!
What happens if there is bad weather?
For severe weather (hurricane, tornado activity, hail, or sleet/ snow) we will try to the best of our ability to keep your pet's schedule. If you can care for your pets please let us know ASAP, so we can take you off our list. Clients who are out of town will be prioritized.
Lightning/ thunderstorms/ heavy rain Poop scoop visits will be rescheduled if there is active lightning within 5 miles. Walks will be shortened if there is active lightning within 5 miles; visits will convert to drop-in visits!
What are Lucky Paws BCS opinions on cameras?
As pet parents ourselves we know the added comfort and reassurance being able to watch your pets while away brings. Our only request is for cameras to not be placed in bathrooms that employees may need access to during your pets visit.