Frequently Asked Question

What do I do if my pet ate something they shouldn't have?

You should immediately call the Pet Poison Helpline.

Can I call for an emergency housecall 24/7?

Please contact one of the veterinary emergency clinics if your pet needs urgent care. We work with appointments during our regular practice hours and only pre-arranged visits for end-of-life care on evenings and weekends. You can call us during our regular hours, however, we may refer you to an emergency clinic if your pet requires hospitalization, where your pet can receive 24/7 monitoring and the appropriate emergency support.

How much notice do you need to book an appointment?

We can accommodate better if we have more advanced notice. We understand this may not be possible in some cases. If you can only give a short notice, we will do our best to accommodate, depending on other appointments already booked ahead of time. If we are unable to see your pet, we can refer you to another practice. If your pet needs urgent care, please contact one of the emergency veterinary clinics.

What is your cancellation policy?

Please let us know as soon as possible if you need to cancel/reschedule. If the notice is less than 24 hours, a cancellation fee may apply.

Do I need to be present during appointments?

The primary caregiver and decision-maker for the pet needs to be present to be able to clearly discuss the recommendations, treatments and care details.

My pet is anxious/shy. Is a house call visit a good idea?

Pets are generally more comfortable and may be less anxious in their home. We will gently assess how much contact your pet will tolerate during the initial visit. We will discuss with you if we need to schedule another visit and prescribe a calming medication. If necessary, we also can arrange an initial telemedicine consult to determine if your pet can be prescribed a pre-appointment calming medication. Please contact us to discuss the best plan for your pet.

Is an exam necessary if my pet only needs vaccines?

Thank you for prioritizing your pet’s vaccine needs. An exam/overall health assessment is required before any vaccine, test, or treatment, is given. This is to ensure the best care and safety for your pet.

My location is just outside your regular service area. Can I book a housecall?

We appreciate your interest in our mobile services. We can only book end-of-life care for outside of our regular service area, depending on availability. Please let us know if you would like us to find another mobile service that may be available to provide regular veterinary care for your area.

Can I get a prescription, such as flea/tick medication, if I'm not a client?

We would need to establish the initial doctor-client-patient relationship before prescribing any medication or treatment for your pet. We will need to book the initial exam to discuss your pet’s specific needs. In some cases, we can do this with a telemedicine consult. Please contact us to arrange the appropriate appointment.

Can I pick up food or medication from your clinic?

We are a mobile service only (without a brick and mortar location). We can set-up an online store account via myVetstore for our clients to order pet food to be delivered. We can arrange pet medications to be shipped/delivered for our clients.

Can you help if I am unsure about making end of life decisions for my pet?

This is the most difficult decision we have to make for our pets. Please contact us to arrange an assessment of your pet’s quality of life. We can book a thorough pain management exam and consultation for your pet’s specific needs and help determine if your pet can continue with comfort care.

Can you process pet insurance claims directly?

We will complete the insurance forms and email to your pet insurance provider. We are not connected for direct pay. The insurance provider will process any applicable reimbursement to you according to your coverage policy.