Frequently Asked Questions
Answers to your Questions about Lucky Paws BCS
What are your visit hours?
As a non-traditional business, while office hours are 9am-5pm, we do not have traditional pet care visit hours. New client registrations, emails, text messages, and Facebook messages are typically answered more quickly 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 |
| 7:00am – 9:00am |
| 10:00am – 2:00pm |
| 11:00am – 1:00pm |
| 1:30pm – 5:00pm |
| 3:00pm – 5:00pm |
| 6:00pm – 8:00pm |
| 7:00pm – 9:00pm |
| 8:30pm – 11:59pm |
Do you provide references?
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?
Visits cancelled before 4 hours prior to the start of their time frame are free, any visit cancelled under 4 hours prior to the start of the time frame is a 50% of the visit charge.
When should I schedule my pet's services?
We ask that we receive at least 1 week’s notice during non-holiday weeks and 2 months’ notice during holiday weeks.
If you are a current client of Lucky Paws BCS and need to schedule a same-day service, please contact us directly by texting 979-814-5275
What kind of pets do you care for?
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.
How do I sign up for services?
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?
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?
We 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 Bluebonnet Pet Ranch in College Station for dog boarding and America’s Country Store & South 40 Vet Hospital for cat boarding.
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?
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!