At our clinic, we value your time and strive to provide comprehensive care for your furry family members. Our standard appointments typically range from 30 to 60 minutes, unless otherwise stated at the time of booking. We kindly ask that you allow for this amount of time in your schedule.

If you have any commitments that require a different appointment timing, please let us know, and we will do our best to accommodate you.

For the safety and protection of your pet and other clients, we require that all dogs arrive on a leash and all cats arrive in an appropriate carrier. This is to ensure that all pets are secure and do not cause any harm or disruptions during their visit.

At our clinic, we strive to provide prompt and efficient service to all our clients. We understand that unforeseen circumstances may cause you to run late for your appointment, and we will do our best to accommodate you.

If we are running behind schedule by more than 20 minutes, we will inform you and offer options to accommodate your appointment. However, if you are more than 15 minutes late, we may need to reschedule your appointment to ensure that other clients are not affected.

We kindly ask that you contact the clinic as soon as you know you will be late for your appointment. Once you arrive, we will provide you with the options available.  Depending on the veterinarian’s schedule and how late you arrive, we may be able to accommodate you or may rebook your appointment.

In order to provide the best care for all of our patients, we ask that you please notify us of a cancellation at least 2 business days before your appointment time. An empty time slot due to a late cancellation might mean delaying care for another patient that may otherwise have been able to be seen.

However, we understand that missing an appointment may sometimes be unavoidable. In the event of an emergency that results in an appointment cancellation, please notify us as soon as possible. Outside of business hours, you may leave us a message or send an email and we will contact you to confirm the cancellation during our next business day. Cancellations made within 2 business days of your appointment time may be subject to a $75 fee.

The College of Veterinarians of Ontario requires an up to date Veterinary-Client-Patient-Relationship (VCPR) for our clinic to provide prescription medication, nail trims, anal gland expressions and any recommendations for your pet’s health. An annual health exam with one of our veterinarians helps maintain this relationship and ensures the best possible care for your furry family member.  Our technicians are happy to schedule an appointment for you, but they cannot give you medical advice beyond what the doctor has previously recommended for your concern. Please respect that we must adhere to this rule and therefore may suggest you schedule an appointment to discuss your questions with the doctor.

We understand the importance of keeping your pet’s medications current and readily available. You may request a prescription refill through our website, email, or phone. To help us process your request efficiently, please have your previous prescription handy as we will need to verify the medication name, concentration, amount you are currently giving, and the current directions for use.  Providing this information at the time of request will expedite the process.

We do our best to refill medications as quickly as possible, but we ask that you provide us with 7 business days notice for prescription refills and 2 weeks notice for compounded medication requests. We will notify you via email as soon as your prescription is ready for pick-up.

Once you have purchased medication for your pet, we are unable to provide refunds or exchanges.

Please note that any medications not picked up within 2 weeks will be returned to our stock and a restocking fee may apply.   We will make one attempt to contact you after approximately 10 days with a courtesy reminder.  We appreciate your cooperation in ensuring that your pet receives the necessary medication in a timely manner.

Main Street Veterinary Services cannot extend credit to clients. We require immediate payment for services rendered. If you have an estimate for services, a deposit for the estimated cost may be required.  We accept several payment options, including cash, debit, Visa, Mastercard and e-transfer via email.

Although it happens very rarely, Main Street Vet Services can refuse to accept clients or patients and as applicable reserves the right to refer these clients elsewhere. We also reserve the right to terminate the veterinarian-client relationship at any time and make a referral elsewhere. You may, of course, seek veterinary care elsewhere as well. We can email your medical records (24-hour notice is required) free of charge or print and mail your records for a fee.

For the health and safety of all our patients, we are unable to accept the return or exchange of any:

• Opened or unopened medications even if the container is sealed or tamper-proof

• Prescription or over-the-counter medications

Why Can’t We Accept Returns?

Safety Concerns
We cannot verify how products are stored after leaving our clinic, and therefore cannot ensure their safety or effectiveness.  Changes in temperature, humidity and exposure can affect the medication.

Legal Restrictions
Veterinary regulations do not allow the resale or redistribution of any dispensed medications or diets, even if unopened.   If harm resulted from the resale of a medication, the clinic, not the manufacturer, would be held liable.

Patient Protection
This policy helps ensure that every product we dispense is safe, effective, and has been properly stored until it is dispensed to your furry family member.  By not accepting returns, we reduce the risk of compromised medications being given to any patient.

For these reasons, no staff member at MSVS is permitted to accept the return of any medication for resale or reuse.

 If you have any questions about a medication or product your pet was prescribed, please speak with one of our team members.

To maintain safety and quality, we follow a strict return policy for eligible items.

Returnable Items (With Conditions):

• Non-prescription supplements or topical products
• Prescription diets
• Accessories

Return Conditions:

• Return must be made within 30 days of the original purchase
• Product must be in its original, undamaged packaging
• At least 75% of the product must remain
• Prior approval to return from an MSVS team member

Non-Returnable Items:

• Special orders of any kind
• Veterinary-exclusive products
• Items not in original packaging
• Products with less than 75% remaining
• Returns requested beyond 30 days of purchase

These items are non-returnable due to manufacturer restrictions, safety concerns, and product integrity requirements.

Refund Method:

Approved returns will be refunded either as:

• A credit to your MSVS account OR
• A refund issued in the same form as the original payment

If you are unsure whether a product qualifies for return, please contact our team before bringing it in.
We appreciate your understanding and support in maintaining safe, high-quality care for all our patients.

At MSVS, we’re committed to supporting our community and protecting the environment. Below is important information about donating unused products and safely disposing of medications.

Donating Unused Products

While we cannot accept medications for return, you are welcome to donate eligible unused products for charitable purposes.  We’re happy to pass on your donation to a local animal rescue or foundation whenever possible.

Accepted Donations:

• Non-expired supplements, diets, and select veterinary products
• Some organizations will accept unopened items only
• Others may accept opened but non-expired items

We work with local rescue groups and will ensure your donation goes to those most in need.  If you’re unsure whether a product is eligible for donation, please ask our team.

Proper Medication Disposal

Never dispose of medications in the garbage or down the drain.  Doing so may:

• Contaminate soil, water, and drinking supplies

• Harm wildlife, aquatic ecosystems, and even human health

Instead, please bring expired or unused medications to:

• Any veterinary clinic

• Local human pharmacies

They have access to safe pharmaceutical disposal programs.

Have Questions?

If you have questions about donations or how to safely dispose of medications or products, please contact us at:
519-203-2000 or visit www.mainstreetvetservices.ca

We’re happy to help!