POLICIES

To allow sufficient time for all patients and scheduled surgical procedures, we operate by appointment only. When possible, we will accommodate urgent care and emergency cases, which means there may be occasional delays to scheduled appointments. 

For the safety of all animals in our care, please ensure the following:

• Cats must be in a carrier or on a harness/leash
• Dogs must be on leash 
• If your dog is reactive/aggressive, please discuss options for pre-visit pharmaceuticals at time of booking. 
• Muzzles must be placed prior to entering the building for dogs with bite histories and remain in your vehicle until the staff can ensure an exam room is available. 

Appointments can be scheduled by phone. Email and web-based inquiries are welcome. Our first appointment of the day is 9:00am. We require a 24-hour notice for appointment cancellation or you may be subject to a cancellation fee, please call or email us with your name, phone number, pet’s name and appointment time. 

Pets scheduled for surgery are admitted between 9:00am and 10:00am. You will be required to fill out and sign a consent form before leaving your pet. Depending on the procedure and recovery, pick-up should be anticipated between 5:30pm and 6:00pm. 

All surgical patients are required to be fully vaccinated prior to surgery. Pending the procedure and anesthesia, fasting will be required. Failure to fast a patient prior to a scheduled surgery will result in a cancellation fee (see Fasting Patient Policy). 

Should your pet require emergency care during our normal business hours, please call (519) 472-9301. We have a limited number of emergency and urgent care appointments which open daily for booking at 9am. Please note these appointments are subject to an emergency and urgent care fee. 

If your pet experiences an emergency AFTER hours, please visit Smart.Vet for telemedicine services/referral to an emergency hospital or contact London Regional Veterinary Emergency and Referral Hospital. 

41 Adelaide St. North – Suite 45

London, ON N6B 3P4

(519) 432-3300

www.londonregionalvet.com

In the event London Regional is unable to intake your pet after hours, please contact Mississauga Oakville Veterinary Emergency Hospital.

2285 Bristol Court

Oakville, ON L6H 6P8

(905) 829-9444

www.vcacanada.com/movh

According to the College of Veterinarians of Ontario: “A veterinarian may not return to stock, administer, re-sell, or re-dispense a drug that was previously sold or dispensed. This includes drugs in any format (e.g. oral, injectable) and any type of packaging (e.g. blister pack, packet, loose tablets in vial). Redistributing unused drugs, even those in their original packaging, is not permitted because the chain of custody and the integrity of the drugs cannot be ensured. A veterinarian must meet the same standards of care in all circumstances and for all clients and animals.”

As a result, all medications dispensed from our practice are not refundable. Thank you for your understanding. 

Payment is required in full at the time that services are rendered. For your convenience we accept Cash, Debit, Visa, Mastercard and E-transfer. Checks are not accepted. We do not offer payment plans, and encourage clients to acquire pet insurance. 

All surgical procedures require a deposit at time of booking.

A non-refundable deposit is required to hold an appointment for all NEW clients.

Staples Animal Hospital has a zero-tolerance policy for any form of verbal and/or physical abuse towards our staff and other clients and pets. This includes shouting, threatening, cursing and any form of violence. You will be asked to leave the premises; phones calls will be ended, and emails will be flagged followed by a letter of the termination of the veterinary-client-patient relationship. 

Staples Animal Hospital does not offer ear cropping services, stitch removal from ear cropping or ear cropping corrective surgeries. We cannot recommend or are aware of veterinarians in the London/Middlesex region who offer these services. Should you have queries, please contact your breed association as we cannot offer additional information. 

Staples Animal Hospital does not offer declawing services. Should you have questions regarding alternatives to declawing such as nail trimming, cat caps, behavioural intervention or otherwise please contact the clinic directly. 

Staples Animal Hospital recognizes the importance of protecting the personal privacy of our clients and its patients. We do not record or keep on file any financial information. At no time is any information give out about a clients or pets information without consent.