Shady Brook Animal Hospital

Appointment Policy:

To allow for ample time for all patients and surgical procedures, Shady Brook Animal Hospital operates primarily by appointment. We request all our clients be on time for scheduled appointments and procedures. If you are 15 minutes late to your appointment you may be asked to reschedule your appointment. We do take Emergencies; however, these services may be subject to a higher fee schedule. For your convenience, we offer limited same day appointments for urgent care sick patients they fill up fast, so we recommend calling first thing in the morning.

Arrival Policy:

For your protection, and that of others, pets should be properly restrained by a leash or carrier upon arrival. If your pet requires special accommodations, please give us a call when you arrive so we can assist you and your pet.

Cancellation Policy:

If you must cancel an appointment, we ask for 24 hours’ notice. For surgical appointments, we ask for a 48-hour cancellation notice.

Payment Policy:

We accept cash, debit, all credit cards, and pet insurance. We also offer Care Credit or Scratch Pay financing to help make the highest quality care accessible to all our patients.

Refill Policy:

We would be more than happy to fill your prescriptions or have your food orders ready for pick-up. Please call ahead or use our website to process refills. Please allow 24-48 hours for prescription refills or written prescriptions. A special order or controlled substances may require longer. We do not authorize online pharmacy requests by phone or fax, if you need a written prescription to be processed at the pharmacy of your choice you will need to pick them up in person.

Online Pharmacy Policy:

We understand that there are many reasons our clients may want to purchase medications from online retailers or outside pharmacies. To assist you in making the most informed decision for your pet, we want to be very clear that we recommend that you purchase products only from a properly accredited and certified veterinary pharmacy. However, if you choose to procure medications from an outside source, we want to give you that option.

Clients who opt to obtain their pet’s medication from outside pharmacies will simply need to pick up a written prescription at OUR HOSPITAL. Shady Brook Animal Hospital will not process orders for medications or preventatives sent directly to us (via phone, portals, or fax) from online suppliers or from outside pharmacies. We absolutely support our client’s choice to choose where they obtain their pet’s medications and are happy to accommodate a request to do so.

Why did we institute this protocol? We did so for a few reasons listed below:

First, we are choosing as a clinic to spend our time focusing on taking care of our patients and clients instead of answering faxes and calling pharmacies. We are finding that some prescription refills are being prompted by the online pharmacy, not the pet owner, and this causes much confusion and is very time-consuming to identify.

Second, we feel it is better medicine with written documentation of an original prescription that is filled outside of our clinic. There are more concerns with the possibility of prescription errors when relaying information over the phone.

We understand that cost is a big reason that our clients purchase from outside pharmacies and online retailers. We do our very best to make our medications and preventatives affordable, and we routinely compare prices online to make sure that our prices are competitive. Most importantly, by purchasing directly from our clinic, you are supporting your local veterinary hospital.

We would like to encourage our clients to order medications and preventatives directly from us through direct purchase at our clinic or from our own online store. Because our online store is part of our clinic infrastructure, you will not need a written prescription if you order this way. Our clinic and online store’s supply chain is 100% secure. From the time the medication is manufactured, all the way to when you are going to give it to your pet, it has been handled, stored, and packaged in compliance with manufacturer guidelines. The product you receive is guaranteed to be the name-brand medication in the proper dosage and packaging. Medications purchased directly from our online store and our hospital are guaranteed by the product’s manufacturer and, most importantly by us, your pet’s veterinarian.

If you have any further questions about our protocol, please do not hesitate to contact us.

Thank you for trusting us with your pet’s medical care!