- Deposit Policy: Office visits are available by appointment only and require a deposit. This deposit is used toward your appointment fee. It covers the office call, consult, and examination. Any additional cost such as medications, diagnostics, treatments, nail trims, etc. will be added during/after your visit. We have found that this policy prevents us from turning away sick patients that could otherwise be seen during that appointment time slot if a client is to no-show without appropriate notice.
- Late Policy: If you have not arrived by your scheduled appointment time, we will have to reschedule your appointment. We will retain the deposit and collect a new deposit for the rescheduled appointment.
- Cancellation Policy: For any cancellations or rescheduling, we require one business day's notice. Failure to provide this notice will result in the retainment of the deposit and mandatory additional deposit made before rescheduling.
- Same Day Appointment Cancellation Policy: For all appointments made for the same day, we require a three-hour notice for any cancellations or rescheduling. Failure to provide this notice will result in the retainment of the deposit and mandatory additional deposit will be required before rescheduling.
- Rabies Vaccine Policy: Our hospital prioritizes safety by maintaining a strict, non-negotiable policy to protect our patients, clients, and medical team from the fatal zoonotic risks of rabies virus transmission. All patients must maintain a documented, valid rabies vaccination to secure or attend appointments. Patients with lapsed or missing records will be updated immediately during their visit. Refusal to update a lapsed rabies vaccine results in immediate cancellation of service. New clients must provide official vaccine history prior to or at the start of their first appointment. Juvenile animals must receive their initial dose by 12 to 16 weeks of age.
- Records Policy: We request that all new patient records be sent to us prior to your appointment so our doctor can review them in advance. If you prefer, we can call your previous clinic for you—just let our staff know when you book. If we do not receive a vaccine history, we may have to re-vaccinate your pet. You can discuss vaccine recommendations directly with your veterinarian. Please note: Rabies vaccines are required for all dogs and cats.
- Surgery Policy: For any procedure, we require your pet to have been seen by a doctor within the last 6 months. If you were provided with an estimate, that estimate is valid for 3 months. Surgery slots are available by appointment only. All surgery drop offs are between 8:00 AM-8:30 AM, Monday-Thursday, and we require a $100 deposit to secure your procedure spot. The $100 will go towards the grand total of the procedure.
- Technician Appointment Policy: For these quick visits, we must have your pet seen by a veterinarian within 6 months for vaccines, bloodwork, etc. For nail trims, dogs and cats must be up to date on their rabies vaccine.
- Online Store Policy: Since 2024, we no longer work with online pharmacies such as PetMeds and Chewy. Our prices are comparable to Chewy and other online retailers, but we make ordering even easier with our online store! There's no need to submit a written prescription—we'll handle the approval process for you. If you would still like to continue using another online store, you will have to request a written prescription through our prescription request line. Please allow 24-48 hours for processing before you need this prescription so you can get it on time. Once it is written, our office will call to inform you when it is ready. You can pick it up anytime during our office hours: weekdays from 8:00 AM to 5:00 PM. We can still fax written prescriptions to any physical pharmacy such as Costco, Meijer, and Walmart. You will still have to request it through our prescription line and specify store you would like it faxed to.
Please plan ahead when ordering filled or written prescriptions. Once approved by your doctor, prescriptions will take up to 24 hours to fill. There is a no-return policy for our online store unless stated otherwise; all sales are final.
