FREQUENTLY ASKED QUESTIONS
When it comes to your pets and your property, you deserve answers that are straightforward, helpful, and built around real-world convenience. Star City Pet Pros is Roanoke’s trusted partner for pet waste removal, dog walking, and pet transport. This page covers everything you need to know about our services, scheduling, pricing, safety standards, and what to expect when you book with us.
Whether you're keeping your yard clean, giving your dog more enrichment during the week, or needing a reliable ride for vet and grooming appointments, these FAQs are designed to make the process simple, transparent, and stress-free. If you don’t see your question here, reach out anytime. We’re always happy to help.
GENERAL QUESTIONS:
WHERE DO YOU OPERATE?
We serve the Roanoke Valley area (Roanoke, Salem, Vinton, Cave Spring, Hollins, and surrounding neighborhoods). If you’re nearby, just reach out — we may be able to accommodate you.
HOW DO I GET STARTED?
Getting started with Star City Pet Pros is quick and straightforward. For Pet Waste Removal and Pet Transport, simply fill out our Service Request Form. This gives us the details we need to provide an accurate quote and confirm availability.
If you're interested in Dog Walking, you can book directly. Just choose the walk type and duration that best fits your pet’s needs, and we’ll take it from there.
No matter which service you choose, we follow up personally to confirm your appointment, answer any questions, and make sure everything runs smoothly from day one.
HOW DO YOU HANDL PRIVACY, HOME ACCESS, AND SECURITY?
We treat each home and yard with care. We’ll only enter using approved access (gate codes, lockbox, or as arranged), close gates after service, and follow any specific instructions you provide.
WHAT INFORMATION DO YOU NEED FROM ME BEFORE GETTING STARTED?
We’ll ask about your pet’s routine (feeding schedule, temperament, behavior, special needs), access instructions (gate codes, lockboxes), emergency contact and vet info, and any home-specific instructions (e.g. areas off-limits). This helps us give safe, tailored service.
WHAT IF I'M NOT SATISFIED OR THERE'S AN ISSUE?
We want long-term relationships. If something goes wrong, communicate directly. We will respond quickly, investigate, and if needed, we will return to correct the issue at no extra charge.
PET WASTE REMOVAL:
WHAT IF THIS IS MY FIRST CLEANUP AND THERE IS A LOT OF BUILT UP WASTE?
That’s common. The first visit may be a “deep cleanup,” which can take more time and may be priced slightly higher. After the initial cleaning, regular maintenance cleanups will usually be quicker and more affordable.
HOW OFTEN SHOULD I SCHEDULE CLEANUP?
Many clients choose weekly for a consistently clean yard. Biweekly, every-other-week, or one-time cleanups are also available. Frequency often depends on number of pets, yard size, and how much your pets use the space
DO YOU SANITIZE OR CLEAN TOOLS AND SHOES BETWEEN YARDS TO AVOID SPREADING PARASITES OR DISEASES?
Yes. We clean and sanitize our tools/shoes after every job to reduce the risk of spreading pathogens, parasites, or contaminants between properties.
IS PET WASTE REMOVED FROM THE PROPERTY?
We use smell-proof bags to secure pet waste and dispose of it on the property with permission from our clients. We're always happy to remove pet waste from your property at no extra charge if requested. All pet waste is properly disposed of in accordance with local sanitation guidelines.
DO YOU CLEAN UP ON PATIOS, DECKS, TURF, OR GRAVEL — OR JUST GRASS?
Yes, we can handle hard-surface areas like patios, decks, turf, and gravel if noted in your service request. We adapt to different yard types.
SAFETY & TRUST:
DO YOU VET AND BACKGROUND-CHECK YOUR TEAM?
Absolutely. Every team member is vetted, screened and trained before they ever visit a client’s home or handle pets.
DO YOU REQURE A MEET-AND-GREET BEFORE STARTING SERVICES?
Yes for dog walking and pet transport. We’ll meet you and your pet, review routines or special needs, and ensure we all feel comfortable before beginning regular visits.
HOW DO YOU HANDLE HYGIENE, HEALTH, AND DISEASE PREVENTION?
We sanitize tools, clean gear between visits, and follow best practices to avoid cross-contamination. For waste removal, this is especially critical given health risks from pet waste matter.
ISN'T DOG WASTE NATURAL AND OKAY TO LEAVE IN THE YARD?
No. Unlike manure from farm animals, dog waste carries harmful bacteria and parasites, and isn’t a natural fertilizer. Left untreated, it can damage your lawn, create foul odors, attract pests, and pose health risks for humans and pets. Regular, professional removal keeps your yard safe and clean.
SCHEDULING & PAYMENTS:
HOW DO YOU DETERMINE COST FOR SERVICES?
Pricing depends on the service you choose. Pet Waste Removal is based on several factors like how often you need service, how many dogs you have, and the size of your yard. Pet Transport uses a flat rate plus mileage to account for distance and time. Dog Walking has straightforward, set pricing based on the walk type and duration you select.
WHAT FORMS OF PAYMENT DO YOU ACCEPT AND CAN I PAY ONLINE?
Yes. Pet Waste Removal and Pet Transport services are paid online through the invoice we send after your appointment. For Dog Walking, payment is collected at the time of booking directly on the website. All payments are processed securely for your convenience.
Prefer one less thing to remember?
Ask us about setting up automatic payments for recurring service.
WHAT IS YOUR CANCELLATION OR RESCHEDULE POLICY?
We request at least 24 hours’ notice for cancellations or changes. Same-day cancellations may result in a small fee — especially if time was reserved for you that could have been offered to other clients.