Question 1

Do you clean the litter box at my home?

Accepted Answer

No. All deep cleaning and sanitizing is done off-site at our facility. We perform a light cleanup around the litter box area during each visit.

Question 2

What makes off-site litter box cleaning better than in-home cleaning?

Accepted Answer

Off-site litter box cleaning allows for a more thorough and hygienic sanitizing process than can typically be achieved inside a home. At our facility, each box is fully washed and disinfected with EPA-registered, pet-safe products, then returned to you completely dry and ready for use.

Our team is experienced in properly dismantling and reassembling rotating-globe units, ensuring components are aligned correctly and functioning as intended. We use specialized tools to access hard-to-reach internal areas and keep common replacement parts on hand for immediate maintenance.

Because cleaning takes place at our facility, litter residue and wastewater stay completely out of your household sinks, tubs, showers, and yard.

Question 3

Do you service self-cleaning litter boxes like Litter-Robot?

Accepted Answer

Yes. We professionally deep clean most major automatic and self-cleaning litter box systems, specializing in the popular rotating globe and waste-drawer models like Litter-Robot.

If you’re unsure whether your specific model qualifies, just reach out. We’re happy to confirm compatibility.

Question 4

How are my litter boxes cleaned and sanitized?

Accepted Answer

Boxes and components are cleaned with Dawn dish soap (if washable), Whisker’s Litter-Robot Enzyme Spray, and then finished with REScue® Disinfectant Cleaner & Deodorizer for Veterinary Use. REScue® is EPA-registered, fragrance-free, bleach- and alcohol-free, and safe for cats.

Question 5

Do I have to switch litter box styles? (Traditional box service only)

Accepted Answer

No. Our Swap & Drop system requires additional boxes, so we always aim to match the boxes you are already using. If we cannot provide an exact match, we will supply the closest equivalent. Any additional equipment is included in the service.

Question 6

Will my service be on the same day each week?

Accepted Answer

That’s the goal! We run scheduled routes, so customers are serviced on the same day each week (or month).

Question 7

Do I need to be home on service day?

Accepted Answer

It depends on the service you are scheduled for.

If you use a traditional litter box and did not add scooping services, you do not need to be home. We can complete your service without entering the house.

If you use an automatic litter box, such as a Litter-Robot, someone will need to provide access to the home, either in person or remotely. We typically need less than 30 minutes inside to complete the swap and service.

Question 8

What happens if I need to reschedule my service day?

Accepted Answer

You can reschedule at any time before midnight the day before your service. Simply let us know via text or email, and we will move your service to the following week.

Because our Litter Mates run routes that cover specific geographical areas each day, services can only be rescheduled to the same day of the week you normally receive service.

For weekly service, this means skipping one week, and your account will be credited accordingly.

For bi-weekly or monthly service, your visit will be moved to the same weekday the following week. No credit is issued in this case.

Example: If you need to reschedule a Tuesday, June 6 service, notify us before midnight on Monday, June 5, and your service will be moved to Tuesday, June 13. Your regular schedule will continue as usual.

Because appointments are required for self-cleaning litter boxes, those services will be rescheduled based on client availability.

Question 9

What if I forget to put out my dirty box? (Traditional box service only)

Accepted Answer

We will send a reminder text the night before your service day. If the dirty box and scooper are not placed out in time for pick-up, a clean set will not be left.

Your service will resume as scheduled the following week.

If you are on a bi-weekly or monthly schedule, you may reschedule for the following week or wait until your next scheduled service. In all cases, you will keep your original box in use and save your clean box for the next swap.

Note: Credits are not issued for missed pick-ups.

Question 10

How will I know I'm getting back my own equipment?

Accepted Answer

Each client is assigned a unique customer code that we discreetly mark on the underside of boxes, the back of scoopers, and on non-visible areas of automatic units. While even “permanent” markers can fade over time with repeated deep cleaning and sanitizing, we routinely inspect and refresh these markings as part of our process. This ensures your equipment remains clearly identified at every visit and is always returned to you, clean, sanitized, and unmistakably yours.

Question 11

Will Litter Mates provide the new/clean litter?

Accepted Answer

We do, but this is an optional add-on for subscribed customers. We deliver premium unscented clay litter to your door in five easy-to-pour, easy-to-open 8 lb reusable plastic jugs that we pick up, clean, and refill. The current price is $32 for 40 lb (five - 8 lb jugs).

Question 12

How will I be billed?

Accepted Answer

Your credit card payment information is kept on file with Stripe card services. Stripe is a highly rated, third-party card processing server that keeps your payments simple and secure. Litter Mates will never have direct access to your credit card information.

Your credit card will be billed monthly before services begin. Some months have four weeks, while others have five. To account for this, we use monthly averaging so your payment remains consistent and predictable.

Example:
If you are signed up for weekly visits at $15 per week, you will pay a flat rate of $65 each month, regardless of whether there are four or five service weeks.

If you have chosen bi-weekly service, you will pay a flat rate of $43.33 each month.

Question 13

What areas do you serve?

Accepted Answer

We currently serve much of the greater Orlando area. Service areas expand based on demand, and availability may vary by location. If you’re outside the area shown on our Service Area map​ and interested in service, you’re welcome to contact us to share your location.

Question 14

How do I cancel my service?

Accepted Answer

You can cancel your litter box services at any time by simply letting us know. Your account will be credited for any services that were not yet performed.

Question 15

Do you offer gift cards?

Accepted Answer

Yes, we do. Litter Mates offers digital gift cards that can be used toward any of our litter box cleaning services. It’s a unique and practical gift for cat parents who deserve one less chore on their plate.

Gift cards can be used for one-time deep cleanings or ongoing service plans.

Question 16

Do you have a referral program?

Accepted Answer

Yes, we do. When you refer a friend, family member, neighbor, or coworker who signs up for service, you’ll receive 50% off your next service as a thank-you for helping us grow.

Question 17

Are you hiring?

Accepted Answer

We are always interested in meeting dependable, detail-oriented individuals who enjoy working with pets and helping customers. If you would like to be considered for future opportunities, please visit our Join the Team page to learn more and submit your information.

Question 18

How do I get started?

Accepted Answer

However you prefer. You can call, email, or fill out our online form. Once we hear from you, we will reach out to confirm the details and schedule your start date.

FAQ