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 Swansea, IL 62226 (618)222-9860
OUR POLICIES
Appointments are preferred. Emergencies will be seen immediately, regardless of the schedule. We appreciate your cooperation and understanding regarding this, and apologize for any inconvenience. Walk-ins that are not an emergency will be seen as quickly as possible, in consideration of scheduled appointments.
Cancellations: If you need to cancel an appointment or resort stay, please call 24 hours in advance. If an unforeseen circumstance arises, please call as soon as you know that you need to cancel. If you arrive more than 10 minutes past your scheduled appointment time, we may be forced to continue with our other appointments and work you in as soon as we can. Failure to cancel a resort reservation without 24 hours notice will result in a one night charge. If you miss 3 or more appointments (surgery or medical visits) within a 6 month period, we reserve the right to charge a $45 missed appointment fee.
Payment: Full payment is expected at the time services are performed or when your pet is released. We do require a 50% deposit on major surgeries and medical stays. We accept Mastercard, Visa, Discover, American Express, and cash. Financing may be obtained thru Chase Health Advance for qualified individuals.
Insurance: If you are interested in obtaining health insurance for your pet, which is a great idea, especially for young pets, we recommend that you consider several providers to determine which policy best suits your pet's individual needs. Several that you may want to consider include:
24 Pet Watch Pet's Best Insurance Healthy Paws Pet Insurance Purina Care Pet Plan USA Veterinary Pet Insurance (VPI)
We greatly appreciate your referrals! In an effort to thank you, we have a referral rewards program such that with every referral you make, you earn a $10 voucher that can be used for services or merchandise. Please make sure that whomever you refer mentions your name when they come in.
Cell Phone Usage:
Feedback: We appreciate your feedback, whether it is positive or negative, and we welcome any comments or suggestions you may have. We encourage you to fill out any feedback form that is offered as we will strive to address any issues that are raised.
Resort Reservations: Please call to make your pet's resort reservation as soon as possible as we have limited space and can fill up quickly especially during holidays and on weekends. We do require a credit card number to make your reservation (it will not be charged unless you do not show up and have not given us 24 hours notice) and your pet must be current on vaccines. If your pet is not a patient, please fax proof of vaccination to: 618-222-9861. Pets can be checked in after 2pm and must be checked out prior to noon or we will have to apply a 1/2 day charge. As we have gotten busier this has become a necessity as similar to a hotel, we do require enough time to prepare rooms for the next arrival. We appreciate your understanding with this.
Prescription Refills: Please note that in order to authorize ANY refills for your pet, the pet needs to be a current patient, meaning that we have physically examined that pet within the past year. Refills on some medications may also require regular testing to ensure that the medication is being dosed appropriately and/or that the medication is not having unwanted side effects on the pet (kidney and liver issues for instance). Heartworm medication does require a valid prescription. We try to keep our pricing on such products as competitive as possible. If we do not carry the product you want/need in-house, or you simply prefer home delivery, we now have an online store thru which you can obtain most any product. Online Store
Online Pharmacies:
We discourage the use of online pharmacies. And with
the ever increasing number of online “pharmacies” it is impossible for us to
determine which is legitimate and selling FDA approved products. (It is illegal for us to knowingly approve a non-FDA
product.) Heartworm medication sold thru
online vendors is obtained via black market & may have problems with
packaging, labeling, etc. Also, we have
seen some try to sell expired or soon-to-expire product. According to manufacturers of the
preventatives, they WILL NOT guarantee their product UNLESS it is purchased directly
from the pet’s veterinarian. Because several clients have chosen to use online pharmacies, however, we have chosen 2 that we think have pretty good practices in place and these are where most requests come from. These are 800PetMeds and PetCareRx. Therefore, we cannot approve any faxed or phone request for any prescription refill unless it is from 1 of the 2 mentioned providers, or from our own online store (which comes directly from our own distributor so we know reputable, safe product is being delivered). To request a prescription from our online store, please register first - Online Store. We appreciate your understanding regarding this matter but we have had several issues arise lately with a few of the less well-known sites.
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