Hospital Policies/FAq

Appointments are recommended to keep wait times for you and your pet to a minimum. We make a sincere attempt to see each client on time, however, occasionally delays are inevitable. We do our best to call our clients in advance if we know we are running behind due to an emergency, but this is not always possible and we appreciate your understanding in those circumstances. At this time walk-in appointments are not available.  We do offer drop-off appointments where your pet can stay with us for the day if this is more convenient for you as this provides us with more flexibility to see your pet. 

Emergencies are given priority. Please reach out in advance so that we can be properly prepared for your arrival and to assist your pet. If you have an emergency or concern outside of our regular business hours, please contact the Animal Health Partners (North York), Toronto Veterinary Emergency Hospital (Scarborough), 404 Veterinary Emergency and Referral Hospital (Newmarket) or the Huronia Veterinary Emergency Clinic (Barrie). Their contact information is available on our website, facebook page and voicemail. 

**Please note that we require a minimum of 24 hours notice for any appointments that you cannot attend. Failure to provide notice will result in a missed examination fee of $87.93 plus HST being applied to your account. Missed technician appointments can also result in a $30 fee plus HST.

Payment is due for services and products at the completion of your visit. We accept debit card, cash, Visa and Mastercard and electronic transfers (e-transfer). Cheques are not accepted at our hospital. Deposits may be required for hospitalized patients. 

Our fees are based upon recommendations by the Ontario Veterinary Medical Association (OVMA). These fees reflect the cost of maintaining a quality facility. This includes purchasing new medical equipment and employing qualified, educated staff in order to provide the best care possible for your pet. 

If required, third party financing is available through Medi-Card (petcard.ca) and Paybright (paybright.com) and Lendcare (lendcare.ca) Please inquire for additional information. 

We attempt to provide an accurate estimate for all recommended treatments. A written treatment plan, with costs, is provided for all major procedures or upon request by the client. If you would like a treatment plan for a recommended procedure but have not received one, please contact us and ask us for a copy. A treatment plan provides you with an estimated cost of treatments and diagnostics, however these are subject to change depending on the results of testing and the response of your pet to treatment. We will provide you with updates regularly to keep you informed of your pet’s progress and discuss any changes to the treatment plan, including costs. No treatments or diagnostics will be performed without your consent.

Our hospital admittance forms require two (2) contact numbers that we can reach you at AT ALL TIMES in the event of an emergency while your pet is in the hospital. If we are unable to reach you, and you have consented on our form that we are given permission to perform treatments deemed necessary by the veterinarian, you will be responsible for the additional costs at the completion of your pets visit.  

Our hospital carries a variety of pet foods suited for healthy pets and prescription dietary formulas for those with health conditions. These include Purina ProPlan Veterinary Diets, Medi-Cal Royal Canin and Hill’s Veterinary diets. 

If we do not carry your pet’s food, please inquire and we can try and order it for you.

Due to limited storage space at our hospital, we are unable to stock each size and variety of food. We are happy to order whatever size or brand you require for your pet. Our orders are placed on Mondays and Wednesdays with the products arriving the following day (typically mid-afternoon). 

Our online webstore can be used for ordering your pet food, as well as a variety of other products. Shipping is free on orders over $150. Both Hill’s and Medi-Cal Royal Canin offer a manufacturer discount on their products purchased through the webstore for clients that have their products on an “automatic re-order”. 

There are several different pet insurance companies that can provide you with coverage for your pets. Many also offer a free limited time trial for your pet. Please contact us if you would like to know more about this option. The responsibility of filing claims is that of the owner of the pet, but we are happy to assist with the process. Our hospital does not accept direct-pay from insurance companies at this time. 

Links to various pet insurance providers can be found on our Links page. 

Our hospital stocks a large selection of medications and supplements for your convenience. These products are often pet-specific and labelled for use in dogs and cats (vs. human medications). We can also provide you with medications made specially for your pet in a formulation that is easier to give i.e. liquids, transdermal gels or tasty chews. 

If you would prefer a written prescription to a pharmacy, we can also provide that. There is a fee associated with written prescriptions. 

Some medications require your pet to have regular blood work and/or urine screening for continued safe use. If you are unsure if your pet requires any testing prior to refilling their medication, please call us to inquire. 

We ask that you provide a minimum of 72 hours notice for medications that require a refill from within our hospital or a human pharmacy. For prescriptions requiring “compounding” for your pet, a minimum of 5 business days is required to allow for manufacturing and shipping. 

Click here to use our online Prescription Refill Request Form. 

Our veterinarians require that your pet have a physical examination in order to provide medical advice and an accurate diagnosis and treatment plan. It is illegal and unethical for a veterinarian to provide medication for an animal that has not be physically examined or that does not have a valid veterinarian-client-pet-relationship.