Our clients can expect that our staff will treat them and their pets with professionalism, courtesy, and compassion. We ask that our clients treat us with the same respect.

Appointment Timetable

We encourage our clients to arrive ten minutes prior to their pet’s scheduled appointment time to ensure there is sufficient time to complete the check-in process. While we do allow a ten-minute grace period for any unforeseen delays you may encounter while traveling here, please understand that if you arrive later than ten minutes into your pet’s scheduled appointment time, you may be asked to reschedule. This allows pets arriving as scheduled to be seen in a timely manner.

Forms of Payment

Please note payment is due at the time of service. We will gladly accept cash, credit cards, checks, Scratch Pay, and Care Credit.

Cancellation and No-Show Policy

Please allow at least 24 hours advanced notice for cancellations.

After two no-shows, the visit must be prepaid. After three no-shows, we regret that we will be unable to schedule you for an appointment.

While we will not schedule appointments after three no-shows or last-minute cancellations, you are welcome to call same day to see if we have any availability. If we have availability, we’ll be happy to work you into the schedule as our time permits.

Estimates

Treatment plans, including an estimation of costs, are provided for any surgical or dental procedure. If you would like to receive a written plan, including a cost estimate, for other recommended diagnostics and treatments, please ask. We are more than happy to prepare one and review it with you.

Estimates are approximations of cost based on the information we have at the time we are writing the estimate. If the actual cost exceeds the high end of the estimate, we will advise you as soon as possible so that you may make an informed decision.

Refill Requests

For medications, please provide a minimum of one (1) business days’ notice (24 hours) on refills or prescriptions to be picked up at Bay East Animal Hospital or filled through an online or human pharmacy.

Regarding special order or shipped items, please provide at least one (1) week’s advance notice.

Product Return Policy

Just as one would expect from any human pharmacy, Federal and State laws as well as concern for consumer safety prohibit the restocking of any medications, supplements, or herbal formulas that leave our premises. This includes medications and formulas shipped directly to the client from the manufacturer. Therefore, refunds or credits will not be issued, for any reason, for any items leaving (or obtained outside of) our premises