Hospital Policies

At Conway Veterinary Hospital, we are committed to providing safe, reliable, and transparent care for your pets. To help us serve you better, please review our hospital policies regarding prescriptions, appointments, and payments.

Outside Pharmacies Policy

We currently maintain an electronic relationship with only one online pharmacy: Covetrus. You can easily access their website through the “Online Store” button on our website (myconwayvet.com).

We no longer have electronic connections with any other pharmacies (including Chewy, 1800PetMeds, Allivet, Heartland, Petsmart, Amazon, Petco, etc.). This means:

• We are not notified when medications or prescription foods are requested through those outlets.
• We are unable to approve prescriptions electronically for those pharmacies.

If you choose a pharmacy other than Covetrus, we are happy to provide:

• A written prescription that you may pick up at our office and mail to your pharmacy of choice.
• For prescription food, we can email the prescription to you, which you can then forward to your chosen pharmacy.

Why this change?

• Manufacturer guarantees may be voided if products are purchased outside approved channels.
• Rebates and promotions offered through our hospital and Covetrus help keep pricing competitive.
• This policy allows our team to focus on providing direct care to our patients.

Effective April 1, 2024, we will no longer accept or approve electronic requests from any online pharmacies other than Covetrus and a select number of compounding pharmacies that provide specialized medications.

Prescription Refill Policy

• Please allow 24–48 hours for prescription medications to be processed and prepared for pick-up.
• Please allow one week for special orders of prescription food.

This ensures that your pet’s medications and food are ready when you arrive, without unnecessary delays. We encourage you to request refills in advance to avoid interruptions in your pet’s care.

Appointment & Cancellation Policies

• 24-Hour Cancellation / No Show: Appointments must be canceled at least 24 hours in advance. Last-minute cancellations and no-shows will be charged a cancellation fee equal to the exam fee.
• Late Arrivals: If you are more than 5 minutes late for a 20-minute appointment, your visit may need to be rescheduled. If we are able to accommodate the delay, a $20 late fee will apply.

Financial Policy

Payment is due at the time services are rendered. Fees include both the veterinarian’s examination and consultation, as well as any necessary diagnostics or treatments. Estimates will be provided when applicable.

Accepted Payment Options:

• Cash
• Check (no post-dated checks)
• Debit Card
• Visa, Mastercard, Discover, American Express
• CareCredit (interest-free plans available upon approval)
• All Pet

Credit Card Processing Fee: A 2.5% processing fee applies to all credit card transactions. There is no fee for debit card use.