Shelburne Veterinary Hospital provides medical care to cats, dogs, pocket pets and avian patients in our community by establishing and maintaining a Veterinarian-Client-Patient relationship. We strive to provide the best possible care to our patients and to handle every interaction, whether with our patients, our clients or with each other, with kindness, patience and respect.
We value the client-patient bond and understand the care our clients have for their pets. We assist clients in making the best medical decisions for their pets’ health and well-being, taking into consideration their unique needs and situations, delivering information with compassion and communicating in a way that clients understand.
Our partnerships with our clients are reliant upon mutual trust and respect as well as clients’ willingness to have open communication with our team.
Arriving for your Appointment
We encourage arrival ten minutes prior to the start of your pet’s appointment time to ensure sufficient time to complete the check-in process. While we do allow a ten minute grace period for any unforeseen delays in your arrival, in order to give our full attention to our patients and have sufficient time for their appointments, arrival more than ten minutes late may require rescheduling to a future date and time. We appreciate your understanding.
Cancellation and No Show Policy
SVH strives to provide quality and timely care to all of our patients. In order to do so, we have the following policies related to cancellation and missed appointments.
24-hour advance notice is needed for appointment cancellations. For cancellations made with fewer than 24 hours’ notice, any appointment deposit or prepayment will be forfeited.
48-hour advance notice is needed for surgical cancellations. For cancellations made with fewer than 48 hours’ notice, your surgical deposit will be forfeited.
After two no-shows or cancellations without sufficient notice, your future visits must be prepaid. The prepayment will be forfeited should sufficient cancellation notice not be provided. After the fourth missed appointment we regret that we will be unable to continue our professional relationship.
Estimates
An estimate is provided in advance for any surgical or dental procedure outlining the low and high end of expected cost. If you would like an estimate for other appointments, including vaccinations, diagnostics or treatments please ask your technician. We would be happy to prepare and review it with you before providing services.
Estimates are approximations of cost based on the information we have at the time we are preparing the estimate. If the actual cost will exceed the high end of the estimate, we will advise you so that you can make an informed decision about the services you wish to have completed.
Refill Requests
For medications or prescription diet requests, please provide one (1) business day for us to complete your request following which your item may be picked up during normal business hours. Should the item not be available we will contact you to advise when it will be available for pickup.
Product Return Policy
Out of concern for the safety and integrity of medications we prescribe to our patients, any items that leave the hospital are unable to be returned or refunded. Items that are prepackaged and which remain sealed may be returned on a case-by-case basis.