Frequently Asked Questions

How far in advance do I need to book?

We recommend a minimum of 24 hours’ notice for all bookings. This allows us to plan safe, efficient routes for every pet in our care. Need a same-day ride? Give us a call — we’ll do our best to accommodate based on availability. Please note that same-day bookings (notice under 2 hours) are subject to a $20 same-day scheduling fee in addition to the regular fare.

What is a pickup window?

Rather than an exact pickup minute, we operate on morning and afternoon pickup windows. This gives us the flexibility to run safe, thoughtfully planned routes while still getting your pet where they need to go on time. We’ll confirm your pickup window when your booking is accepted and send a reminder the day of your ride.

How do I cancel or reschedule?

We require at least 12 hours’ notice to cancel or reschedule. Cancellations made with less than 12 hours’ notice are subject to a 50% cancellation fee. We understand emergencies happen — cancellation fees may be waived at our discretion in the case of a verified medical emergency for you or your pet.

How do I book a ride?

Booking with Woof Wagon is simple. Once you’re set up as a client, you can request rides directly through the Time To Pet client portal or mobile app — just enter your pickup and drop-off details, choose Local, Extended, or VIP, and we’ll confirm your pickup window. New to Woof Wagon? Create your account here to get started and book your first ride.

Are rides shared or private?

It depends on the service you choose. Local Ride and Extended Ride use thoughtfully planned local routes and may include other pet pickups along the way. Each pet has their own private, secured space. VIP Ride and VIP Extended Ride are just your pet — a direct, private ride from pickup to destination with no additional stops.

What’s the difference between Local/Extended Ride and VIP?

Local Ride and Extended Ride are our most popular options — safe, scheduled rides with morning or afternoon pickup windows at an accessible price point. VIP Ride and VIP Extended Ride offer a more exclusive experience: a private direct ride, a tighter pickup window, premium comfort bedding, and a calming wrap (optional). VIP is especially popular for post-surgery pets, senior dogs, and anxious travelers.

Can I upgrade to VIP at the last minute?

VIP slots are limited per day to ensure we can deliver the private, attentive experience you deserve. We recommend booking VIP in advance. Subject to availability, last-minute upgrades may be possible — contact us directly to check.

How much does a ride cost?

Pricing is based on the distance between your pet’s pickup and drop-off locations for that specific trip:

🐾 Local Ride (0–5 miles) — $28 one-way
🐾 Extended Ride (5.1–10 miles) — $38 one-way
✨ VIP Ride (0–5 miles) — $55 one-way
✨ VIP Extended Ride (5.1–10 miles) — $65 one-way
🚐 Tailored Journey (10+ miles) — Custom quote

Do you offer round-trip pricing?

Yes! Book two one-way rides on the same day — for example, a morning drop-off and an afternoon pick-up — and your round-trip discount is applied automatically. No need to select a special “round trip” service or do any math yourself; the savings show up on your invoice.

🐾 Local Ride Round-trip: $50 total ($25/ride)
🐾 Extended Ride Round-trip: $68 total ($34/ride)
✨ VIP Ride Round-trip: $90 total ($45/ride)
✨ VIP Extended Ride Round-trip: $108 total ($54/ride)

What if my destination is more than 10 miles away?

We call this a Tailored Journey 🚐. Just reach out with your pickup and drop-off details, and we’ll build a custom quote for your pet’s trip.

Do you offer discounts for regular riders?

Yes! Ask about our ride packages — great for recurring grooming, boarding, or daycare transport:

🐾 Pup Pack — 4 prepaid rides, 5% off
🥇 Gold Paw — 8 prepaid rides, 8% off
🏆 Platinum Paw — 12 prepaid rides, 12% off
✨ Any package VIP — 5% off

What types of pets do you transport?

We currently transport dogs and cats. All pets must be in good health and able to safely travel. Cats must be secured in their own carrier before transporting. If you have a different type of pet, reach out and we’ll let you know if we can help.

What vaccinations are required?

For the safety of all pets in our care, we require proof of current vaccinations — including rabies & distemper for both dogs and cats, and bordetella (just dogs) — upon first booking. Vaccinations are required to be updated yearly. This protects every animal that rides with us.

Can reactive or anxious pets ride with Woof Wagon?

We conduct a behavioral assessment during the meet and greet. Pets with known aggression or behavior that could pose a safety risk to other animals or our driver may be declined. We do offer a calming wrap for anxious dogs as an optional upgrade (included in VIP). We always use calming music and soft lighting to create a stress-free environment.

Can I send multiple pets?

Yes! We accommodate multiple pets. Just pay $12 for each additional pet.

What if my pet has a medical condition or special needs?

Please disclose any medical conditions, medications, or special needs when booking. We want to make sure every ride is safe and comfortable for your pet. We have a ramp available for senior pets and post-surgery patients who need extra care getting in and out of the vehicle.

How will I know my pet is safe during the ride?

Your pet’s safety and your peace of mind are our top priorities. Our vehicle is equipped with internal video surveillance and temperature monitoring throughout the ride. We provide GPS tracking through the Time To Pet app so you can follow along. We’ll also send updates at key points during the journey.

What happens if my appointment runs long?

We understand that vet and groomer appointments don’t always run on schedule. We will do our very best to communicate with the facility as much as possible. Please keep us updated if your appointment is running late. We’ll do whatever we can to accommodate, though extended wait times may affect our ability to serve other clients and could result in additional charges.

What safety features does your vehicle have?

Our vehicle is professionally outfitted for pet transport — featuring climate control, custom-installed crates, sanitized anti-slip flooring, video surveillance, soft lighting, calming music, and a ramp for senior and post-surgery pets. Your pet’s driver is USDA licensed carrier and Pet CPR certified, so your pet is always in qualified hands.

Where do you operate?

We serve a 10-mile radius centered in Mulberry, GA — Braselton, Dacula, Hoschton, Auburn, and Hamilton Mill. View our full service area here.

What if I’m outside your service area?

Reach out and ask! We consider out-of-area requests on a case-by-case basis. Additional fees will apply for destinations outside our standard 10-mile radius.