Our Policies

Morningside Animal Hospital wants to ensure you have the smoothest experience when interacting with our team. We use video and audio recordings to ensure our training is top notch and results in the best care. Please take note, there is video and audio surveillance on site, and outbound and incoming calls are recorded.

Read more about making an appointment.

A stethoscope shaped like a heart

    • Exam Fees: Pre-payment of the exam fee is required for online appointments and new client appointments. Exam fees vary depending on the type of appointment selected.

    • Surgical Deposits: A $100 deposit is required to reserve a surgical appointment.

    • Rescheduling Appointments: We understand that plans can change. You are welcome to reschedule your appointment to another date and time that works for both you and our medical team. Please keep in mind that rescheduling may affect your pet’s eligibility for certain services until they have been seen by the appropriate provider.

    • Late Cancellations & No-Shows: For routine appointments, if an appointment is canceled or rescheduled within 24 hours of the scheduled appointment time, the exam fee will be collected or retained by the office and applied toward the late cancellation/no-show fee.

    • Surgical Cancellations & Rescheduling: Surgical appointments require at least 72 hours’ notice for cancellation or rescheduling. If a surgical appointment is canceled or rescheduled with less than 72 hours’ notice, the $100 surgical deposit will be applied to the late cancellation fee. A new $100 deposit will be required when the surgery is rescheduled.

    • Late Arrival: Please call or text us as soon as possible if you are running late. Appointments arriving 10 or more minutes late may need to be rescheduled. 

    • Urgent & Same-Day Appointments: Urgent same-day appointments are offered as scheduling allows. Please call ahead so that we can determine the best way to assist you. Emergencies will be triaged upon arrival.

    • Lunch: No appointments are scheduled between 12:30 PM and 2:00 PM.

    • Holiday closures: Memorial Day, July 4th, Labor Day, Thanksgiving (Thursday and Friday), Christmas (12/24-25) and New Year’s Day (1/1). Additional holiday closures may occur.

    • Payment in full is due at the time services are rendered. No payment plans are available.

    • We accept cash, all major credit/debit cards, and Care Credit. We do not accept checks.

    • Credit card transactions will incur a 3% processing fee.

    • You can also pay your bill online through our Pet Portal, using Shepherd Pay. We may ask to send you a text-to-pay link to settle your balance remotely.

    • Online appointment booking requires pre-payment of the appropriate office visit fee.

    • Advance partial deposit is required for surgical anesthetic procedures.

    • For scheduled doctors’ appointments, we can provide a same day in-house or written prescription for your pet.

    • For refills or walk-in prescription requests, we require 48 hours notice, subject to availability.

    • Special order prescriptions require 1 week notice.

    • If we do not have a prescription in-stock, we encourage you to order through our online pharmacy! Our online pharmacy allows you to request refills, and allows us to approve it directly, with no additional paperwork. Bonus: our online pharmacy is competitively priced and helps support this small local business!

    • If you choose to use another retailer for prescriptions, you must pick up a paper, wet-signed written prescription from our office. We require 48 hours notice to provide a written prescription, and we do not call, email or fax prescriptions to external pharmacies.

    • At Morningside, the safety and well-being of both pets and people are always our top priorities. We understand that visits to the vet can sometimes feel stressful, and we want to make the experience as positive as possible for everyone involved. Caring for animals is our passion, and caring for the people who love them is just as important. You can count on us to provide individualized attention, compassion, and support for both your pet and your family.

    • To help ensure the best experience for both your pet and our team, we may recommend that your pet return for the completion of their exam under oral sedation. In some cases, injectable sedation may be necessary to safely and comfortably perform the visit. Please know that we care deeply for every patient, and our goal is always to make Morningside a safe and positive place for your pet.

    • At our hospital, we are committed to providing the highest standard of professionalism and consistent care. While we recognize that unexpected situations may arise, our team strives to remain flexible and responsive to our clients’ needs. You can expect our staff to approach every circumstance with empathy, understanding, and a focus on your pet’s well-being. In return, we ask that all interactions remain respectful. We have a zero-tolerance policy for violent, abusive, or threatening behavior—whether written, spoken, or physical. We welcome you to share your goals and expectations for your pet’s care so that we can work together to provide the best possible experience and outcome.

Policies Version 3 - Revised 8/21/2026