PAYMENT POLICY

• Payment is due when services are rendered each day. We do not offer payment plans.
• A deposit for the high-end of your estimate is due at the time of drop off.
• We accept cash, all major credit cards, and CareCredit. For CareCredit transactions, the account holder must be present with his or her photo ID.
• We do not accept checks.

REFUND POLICY

ALL services, diagnostic testing, radiographs, and dispensed medications are non-returnable and non-refundable, with the following exceptions:

• Hill’s Prescription Diet food and Zylkene behavior supplements have a 100% customer satisfaction guarantee. If you are dissatisfied for any reason, you can return the product for a full refund.
• If you are dissatisfied with Simparica Trio Chewables, we can call the manufacturer to discuss the Satisfaction Guarantee. They will work with us to ensure you are satisfied or will refund the cost of the purchase. Refunds are subject to program  requirements outlined in manufacturer guarantee. Copies of this guarantee are available upon request. There is no palatability guarantee.
• If you are dissatisfied with Feliway or Adaptil you can return it within 60 days for a full refund.
• $200 deposit is due upon scheduling an ultrasound and it is non-refundable unless you give 24 hours notice when cancelling or rescheduling.

PHARMACY POLICIES

• As all prescriptions need a doctor's authorization, we require a 24-hour notice for medication or prescription food requests. We strongly suggest calling when you pet has 3-5 days of medication left. Many medications require a recheck or blood work before refilling or stopping!
• There is a fee to fill a prescription quicker than 24 hours. We do no recommend walking in, as we cannnot guarantee an immediate refill.
• There is a prescription preparation fee for cutting over 15 tablets or preparing liquid medication in over 5 syringes.
• We can special order medication for your pet and payment is due when the order is placed.
• We hold prescriptions for 2 weeks. Any medication left for longer than 2 weeks will be restocked. You will need to restart the prescription request process and you could experience at least a 24 hour-wait to have the medication made up again.

OTHER POLICIES

• Please call at least 12 hours prior to your appointment if you need to reschedule or cancel to avoid being charged a missed appointment fee*. Leaving a voicemail is sufficient. Email or Facebook message is not acceptable.
• If you arrive 15 minutes late to your appointment, you will be charged a fee* and your appointment may have to be rescheduled. This includes surgery and drop off appointments.
  • *Fees: 
    • Appointment $43.00
    • Surgery/ Drop Off $125.00
    • Tech Appointment $15.00
• Late Pick-Up: $15 per 10 minutes late To ensure our office is able to close on time, we require patients be dropped off or picked up no later than 12:45 pm (before lunch) or no later than 6:30pm (before closing).
• After-Hours Medical Care: $100/hour after 7pm with a minimum charge of 1 hour We offer drop-off appointments, morning appointments, and double-booking as an emergency appointment to get sick and injured pets into the clinic sooner. If you choose to take a later appointment and it runs past closing or you arrive late to your appointment and it runs past closing, there is a fee for staff to stay late.
• Clean-Up Fees: $7 - $35 We walk patients at least 3 times per day. However,  despite our efforts, some pets make messes that require multiple staff and/or extensive time and effort to clean up. This fee covers the staff time and extra cleaning supplies.
• Additional Restraint: $10 - $30 We always recommend minimal restraint and, if necessary, sedation to reduce the stress of your pet’s visit. However, sometimes owners wish that we proceed when pets do not wish to be handled for a procedure. In these instances, we will charge a fee to cover additional staff and time.

Please let us know if you have any questions. By signing below you acknowledge that you have read and understand the above policies.