FAQs

To allow sufficient time for all patients and our scheduled procedures, we operate primarily by appointment. On Saturdays, we accept walk-in appointments in order to see our clients who have a difficult time coming in during the week. Emergencies are always our top priorities, so an occasional delay is inevitable, although we do our best to see each client in a timely manner.

In order to spend more time helping our clients, if you would like to order medications online, we are happy to write you a prescription to send to the pharmacy of your choice.

We ask that a minimum of 24 hours’ notice be given for all appointment cancellations, and a minimum of 48 hours’ notice be given for all surgery and dental cancellations. We understand that unexpected or unavoidable situations may occur resulting in cancellations. Please notify us as soon as possible if you are unable to make your appointment.

When you schedule an appointment and fail to show or call and notify us of your cancellation, it impacts our ability to service clients who may already be waiting to see a doctor. If you fail to show or call and notify us about any difficulty in keeping your appointment time on two (2) or more occasions, you will be prohibited from scheduling an appointment with our medical team. We will still see your pet, but it will be on a walk-in basis, following four subsequent no-shows for appointments. We recognize that your pet may need medical attention and we do not wish to turn your pet away, but you may be subject to wait times.

Please note that missing a surgery appointment and/or two consecutive regular appointments or frequent cancellations/schedule changes will result in prepayment being required for your exam.

Please understand that we have created this policy out of respect for these clients who are waiting to have their pets seen, and thank you in advance for abiding by these policies.

In order to ensure our clients receive the best care and experience possible, we do not offer military or senior discounts or price match products. Instead we offer a loyalty rewards program through our app, Otto, available through both the Apple store and Google Play. We give offer 1 treat per $10 spent, and every 200 treats earned gives a $100 credit.