Our clients can always expect that our dedicated and highly trained staff will treat them and their beloved pets with the utmost professionalism, courtesy, and genuine compassion that they truly deserve. In return, we kindly ask that our clients offer us the same level of respect, understanding, and patience as we work together to provide the best care possible.

Appointment Timetable

Out of respect for our other scheduled patients, we kindly ask that you make every effort to arrive for your appointment either early or on time. We strongly encourage our clients to arrive at least ten minutes prior to their pet’s scheduled appointment time to ensure there is sufficient opportunity to complete the check-in process comfortably. While we do allow a ten-minute grace period for any unforeseen delays you may encounter while traveling to our clinic, please understand that if you arrive later than ten minutes past your pet’s scheduled appointment time, you will be assessed a $25 work-in fee or asked to reschedule your appointment. This policy helps us ensure that pets arriving as scheduled are seen in a timely manner, thereby minimizing wait times and enhancing the overall experience for all.

Forms of Payment

Please note that for all payment transactions, we will gladly accept cash, various credit cards, and CareCredit; however, we regret to inform you that we cannot accept checks of any kind in our facility.

Cancellation and No Show Policy

Please allow at least 24 hours of advanced notice for any cancellations you may need to make. After two instances of no-shows, the visit must be prepaid to secure your future appointments. After three no-shows, we regret to inform you that we will be unable to schedule you for any further appointments. While we cannot guarantee appointments after three no-shows or last-minute cancellations, you are always welcome to call us on the same day to inquire about any available openings. If we do have availability, we’ll be more than happy to work you into the schedule as our time permits, ensuring that your pet receives the care they need.

Estimates

Treatment plans, including an estimation of costs, are provided for any surgical or dental procedure. If you would like to receive a written plan, including a cost estimate, for other recommended diagnostics and treatments, please ask. We are more than happy to prepare one and review it with you.

Estimates are approximations of cost based on the information we have at the time we are writing the estimate. If the actual cost will exceed the high end of the estimate, we will advise you as soon as possible so that you may make an informed decision.

Refill Requests

For medications, supplements, and herbal formals, please provide a minimum of one (1) business day’s notice (24 hours) on refills or prescriptions to be picked up at Chi or filled through an online or human pharmacy.

Regarding special order or shipped items, please provide at least one (1) week’s advance notice.

Product Return Policy

Just as one would expect from any human pharmacy, Federal and State laws as well as concern for consumer safety prohibit the restocking of any medications, supplements, or herbal formulas that leave our premises. This includes medications and formulas shipped directly to the client from the manufacturer. Therefore, refunds or credits will not be issued, for any reason, for any items leaving (or obtained outside of) our premises.

Commitments to our clients, patients, and each other

1.     Respect for All Medicine: We honor the wisdom of Traditional Chinese Veterinary Medicine and the advancements of Western medicine, blending both to offer the most effective and comprehensive, individualized care for our patients.

2.     Continuous Education and Research: We pursue ongoing education, research, and innovation in a multitude of medical philosophies.

3.     Community Engagement: We commit to fostering a global community of animal health professionals, sharing knowledge and resources to elevate the standards of veterinary care worldwide.

4.     Preventive Health: We support a proactive approach to health, emphasizing the importance of prevention, lifestyle management, and early intervention in both medical paradigms.