No-Show Policy: If you are unable to keep an appointment, please notify us by phone or text at least 24 hours in advance so we can reschedule and offer the time to another patient in need. Appointments that are missed or canceled within the 24-hour window will incur a $45 no-show fee, which will be added to your next visit.
Mutual Respect Policy: Our compassionate and knowledgeable team—including client service representatives, licensed technicians, and veterinary assistants—are here to assist you with any questions or concerns. They are expected to treat you and your pets with courtesy and respect. While they may not be able to answer medical questions unrelated to your pet’s current condition or provide recommendations outside of what your veterinarian has discussed, they will do their best to assist. We ask that all team members, including our doctors, be treated with the same level of respect. We believe in fostering mutually respectful relationships that benefit you, your pet, and our team.
Special Orders: Some medications and prescription foods are not kept on hand in the hospital. If your pet needs a special order, please contact us in advance to ensure we can place the order before you run out. All special orders must be received by 12:00 PM Friday to be delivered the following week. If the order is received after this time, we may need to place a single-item order, which could incur a $20 charge that will be passed on to the client.
Medication Refills/Reorders: We have a prescription line where you can leave refill requests. Please allow 24 hours for processing of in-house medication orders. If you place your order by 12:00 PM Friday, your medication will be ready for pickup by Monday. For urgent refills, we will do our best to accommodate your needs as quickly as possible.
Written Prescriptions and Internet Pharmacies: If you prefer to fill prescriptions through an online pharmacy, we are happy to provide a written prescription upon request. Please allow up to 24 hours for the prescription to be ready for pickup. We do not directly work with internet pharmacies or any pharmacies located out of state.
Medical records and VCPR policy: By law, we are required to establish a Veterinary-Client-Patient Relationship (VCPR) in order to provide medical care for your pet. This means our veterinarian must have physically examined your pet within the past 365 days. A valid VCPR is required for prescription refills, health or behavior questions, and certain services. If we do not have a current VCPR, we cannot provide these services. You are entitled to a complete copy of your pet’s medical records at any time. Record transfers will be processed within two business days upon your request. Transfers can only be made by the listed agent(s) on your account. If you terminate the VCPR, we will send your pet’s records to your chosen veterinary hospital by email.