Question 1

How do I book a groomer run with you?

Accepted Answer

We will help with dropping a dog off at the groomers or picking them up to return them home when they're done, or both! All for a fairly nominal fee.

Although many of you have moved from elsewhere and may love your old groomers, because of the difficulty for us in managing trips outside our service area, we hope you might find a groomer closer to us that you would enjoy so that we can help.

Wags Pet Boutique is on Polk between Jackson and Washington.
Bow Wow Meow is on Polk between Vallejo and Broadway.
Pawz Spa Grooming is on Lombard between Webster and Buchanon.
Headquarters on Union between Franklin and Van Ness.

Showtime Grooming is on Hyde between Union and Green.
Foggy Doggy is on Filbert between Octavia and Gough.
There are also various mobile groomers in the area that could meet us at the park or come to your house.

There really aren't any bad groomers in our area, so you might just pick the one closest to you or with availability.

For any of the groomers listed we will add $5 to your invoice if it requires 1 more than the usual 2 stops we need for your outings, and $10 if it adds 2 more than the usual 2 stops at your house.

For any exceptions for groomers outside our area, added costs will fluctuate to completely cover mileage and time for the employee, plus the aformentioned flat rates of $5 and $10.

If you'd like to use one of the groomers in our area you may reach out to us to help you schedule something!

Or if you'd like to schedule it with them yourself, you should aim for the hour between our walks 1230-130, or something shortly after if they'd let us drop them early. Please ensure we will have time for them to finish if we need to bring them home. We close at 4pm each day, so if your pickup at the groomer runs past that we must charge for any wait time at $0.50 per minute ($30/hr). This is an unfortunate, but usually avoidable, requirement for us to cover the associated payroll expenses.

For emergency baths by the staff, add $15 to the pet store purchase price, to be added to your bill.

Question 2

What are your smokey air closure policies?

Accepted Answer

We will go by Purple Air and or IQAir for the Marina district, where we walk.
Above 150 we might cut walk times.
Above 175 it’s likely we will cut walk times.
Above 200 we will definitely cut walk times, and we might close.
Above 225 it’s very likely we will close.
Above 250 it’s a sure thing we will be closed.
The amount of days in a row of poor quality would play heavily into the more or less likely language. There's a cumulative effect on our health with working outdoors during spells of bad quality.
The forecast will come into play, so that if the AQI is bad in the morning but reports indicate it will clear by walk time, or vice versa, it may sway our decision.
If we are cutting walk times each staff member is authorized to determine their own walk lengths and communicate it to clients to account for their own health needs. Our having or not having appropriate masks at the time can effect the time cuts.
The staff ultimately have final say. I cannot tell staff they have to work in unsafe conditions. If they decide they're not comfortable that's the end of it.
Nothing is decided until 9am. This guide should help you make decisions of your own prior to ours.
Assume the worst. If what we might choose has an affect on your own decisions for the day, make the safer choice for your needs prior to ours.
The above follows the recommendations of the national air quality index set up by the EPA.

Question 3

How do current clients move between monthly flat rates and the Ad Hoc Walk rate?

Accepted Answer

So that you can utilize the flexibility it is very important to understand the answer to this question.First, know that you can't switch between the monthly and per day pricing in consecutive months. Accordingly, if you need to forego more than 1 month at a time you may want to consider giving 30 days notice to end services and just restarting later.Second, if you're considering the per day pricing of Ad Hoc Walks for the month, figure out how many days you WILL be on the schedule in that month and multiply by the current Ad Hoc Walk prices on our pricing page. If the total is more than your flat monthly rate, don't switch.If you'd like to switch you have to notify us before the 1st of the month, otherwise you'll be locked into your monthly plan dues. There is no option to switch retroactively.

Question 4

If I miss any walks in a month is my bill prorated?

Accepted Answer

We only sell package rates, but there is some flexibility if you keep the following in mind:

We only prorate the very first month of services.

Package rates are like rent on your spot and will not be reduced as a result of any missed or cancelled walks during the month, unless a client wishes to proactively switch to the Ad Hoc Walk rate listed on our website for any month (ie: for planned travel, surgeries) we require clients EXPRESSLY state that desire BEFORE the month begins. You must mention "ad hoc" or "switch plans" or something to the effect to make sure we notice it and flag it! Once the month begins you are locked into whichever rate is chosen, where the monthly flat rate plan is the default. The Ad Hoc Walk rate can not be used for consecutive billed months regardless of circumstances. If you need to suspend services because of an extended absence that would require 30 days notice.

To give an analogy that explains our pricing structure, we operate like a gym membership, or a child's daycare. At a gym there is a drop in rate that is going to be more expensive, but you can't simply switch to it when you're a memeber and you missed a lot of days. Members need to give 30 days notice. At a child's daycare, these are just tuition, not a per day price. Because of this structure we can price out competition, but we do need customers to understand we specialize in selling in bulk. This is the place to shop if you regularly buy in bulk, and even though sometimes you don't need walks, your discounted membership would not be a waste.

Question 5

What days are you closed?

Accepted Answer

Unlike the majority of dog walking companies we never leave you without the coverage you pay for. We're only closed on major holidays or their observed dates. We do not have to close when someone from the team gets sick, or for vacation. We have the people to cover it. Many dog walkers close for two weeks a year leaving their clients to fend for themselves to find coverage. You can count on us being there.

We are closed on the following federal holidays or their observed dates; President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day. On MLK Day and Veteran's Day we remain open and accept volunteer cancellations to lessen numbers where you can.

Closed in 2026: Monday, May 25 for Memorial Day; Friday, July 3 for Independence Day (federal observance); Monday, Sept 7 for Labor Day; Thursday and Friday, Nov 26-27 for Thanksgiving and Black Friday; Thursday and Friday, Dec 24-25 for Christmas Eve and Christmas; Thursday and Friday, Dec 31, 2026 - Jan 1, 2027 for NYE and NYD.

Soft Closures in 2026: Monday, Jan 19 for MLK Day; Wednesday, Nov 11 for Veterans Day (We ask all clients that can cancel to please do so, but remain open)

*** Team Development Day (Closed to Clients, Pet Sitting Open, All Staff Required to Attend): Monday, Feb 16 for Presidents Day ***

Question 6

Can I extend the day on my busy work days?

Accepted Answer

Yes, there are two ways to extend your day after joining group walks; another "Outside Hours" walk, or a "walk day extension."

If you'd like to add an additional walk for your dog after hours we start at $20 for half hour visits and $35 for full hour visits.

For your convenience, we offer the option to bring your dog to our home after group dog walks, subject to availability. Our sitters will confirm their availability upfront.
Service Details:
Duration: Up to 2+ hours as needed.
Pickup: For this particular service owners must collect their dog from our house; drop-off isn't typically available and may incur extra charges.
Cost: $20 covers the initial 2-hour period.
Extension: An additional $20 for each subsequent 2-hour block, if our sitter is available, starting from one minute past the initial 2-hour mark.
If our sitter can't extend the care session, to be communicated initially, an overnight fee applies after 2 hours.
If the overnight extends into the weekend, drop fees may apply if needed.
Overnight Fee: Applies automatically if the dog stays over 4 hours.
In the event that our sitter is unavailable to extend the care session, an overnight fee will automatically be charged following the initial 2-hour mark..
If the dog's stay exceeds 4 hours, an automatic overnight fee will apply.
If the sitter were to stay at your house instead of their own, the cost is $35 for the 2-hour window, and an automatic overnight fee after that.

Question 7

How do I switch payment methods on Collar

Accepted Answer

Please keep in mind that if you are using a credit card Collar will add a processing fee into your total. To avoid this fee, please change your payment method to ACH (bank transfer) and pay list price. For Ad Hoc Walks a credit card may be needed on file.

To add or change a payment method:

Go to the Pets tab
Go to your Account view, by tapping on the profile icon in the top right corner
Select Account from the list of options
Scroll down to Payment Method, and tap Add (or Change if you already have one)
Select Add (+)
Input your card or ACH details, or choose Apple or Google Pay (not recommended for subscription plans).
Follow your Bank’s authorization steps if prompted.
Check your email for any further bank security measures needed. 95% of errors are due to added security measures missed. 
Select the newly added payment method
Select Set up

To remove a payment method:

Go to the Pets tab
Go to your Account view, by tapping on the profile icon in the top right corner
Select Account from the list of options
Go to Payment Method, and tap Change
Tap Edit
Tap the red (x) on the payment method you wish to remove
Confirm removal of the payment method

To apply the right payment method to your Membership Subscription:

Go to the Pets tab
Go to your Account view, by tapping on the profile icon in the top right corner
Select Subscriptions from the list of options
Click the name of the Membership
Tap Update Payment Method
Select the correct one. Use ACH to avoid fees.

https://support.collar.pet/help/adding-or-removing-a-payment-method/

FAQ/FYI

Frequently asked questions