We remain open to provide care for your pets. We are following the direction of government and regulatory authorities and have implemented hospital and visit protocols to keep both you and our team safe. For regular updates on our hours and visit protocols, please follow our social media platforms.

FAQ

FAQs

Hospital Hours

Monday through Friday: 8:00AM – 8:00PM
Saturday: 8:00AM – 3:00PM
Closed Sundays and holidays.

Cancellation Policy

We recommend arriving at the clinic 5 minutes before your appointment time in order to update your information. If you arrive late for your appointment we cannot guarantee that your pet will be seen; we will, however, offer you the next available appointment. If you need to cancel your appointment, please call us as soon as possible to cancel or reschedule. Clients who repeatedly miss appointments will be asked to leave a deposit for all future appointments.

Admission Policy

All pets admitted to the hospital for surgery, dentistry, boarding, or grooming must be up to date with their annual check-ups and/or vaccinations. If this service was provided by another hospital, proof of vaccination will be requested at the time of booking. If you do not have the vaccination certificate, we will be happy to call the clinic where the service was provided on your behalf. This policy is important for the safety and well being of both your own pet and others in the hospital.

Emergency Care

Should your pet require after hours care, please call the Veterinary Emergency Clinic at 416-920-2002. Please do not attempt to contact us via email for emergency care. This could lead to unnecessary delays. We do not respond to emails after business hours. If you require immediate assistance during office hours, please call us at 416.537.3128.

Payment Policy

We accept cash, Visa, MasterCard and debit cards as forms of payment for services and pet supplies. Payment for services rendered is due after each appointment or when the pet is discharged from the hospital. We request a 50% deposit whenever a pet is admitted to the hospital for treatment. A written treatment plan including the anticipated charges will be provided. Please note that while we do our best to provide accurate treatment plans, it is not always possible to predict everything a patient may require while in hospital.

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COVID-19: Additional measures we are taking

Dear Clients,

Due to the close contact that our work requires, we have taken additional measures to protect you and our team while providing care for your furry family members.

The following changes are effective as of Monday, March 23, 2020:

1. We are currently operating a “closed waiting room” policy to protect our clients and staff. When you arrive, please remain in your vehicle and use your cell phone to call us at 416-537-3128. We will take a history from outside of your vehicle, and bring your pet into the clinic for an examination with the veterinarian. We will then return to your vehicle with your pet to discuss our recommended treatment plan. If you do not have a cell phone please knock our door to let us know you have arrived and then return to your vehicle.

2. We are continuing to accept appointments for urgent or sick pets, as well as time-sensitive puppy/kitten vaccinations. All other services will be scheduled for a later time.

3. We are still OPEN with the following hours: Monday & Friday: 8:30 am – 7:00 pm, Tuesday to Thursday: 8:30 am – 6:00 pm and Saturday: 9:00 am – 12:00 pm

4. If you are ordering food or medications, please allow 3-5 business days as our suppliers are dealing with increased demand and are trying to fill orders as quickly as possible. We will advise you as soon as your order arrives. Please call us when you arrive to pick up your order, but do not enter the hospital. Our staff will bring your order to your car and take payment over the phone. You can also use our online store and have your food delivered directly to your home. To sign up for the online store, visit our website.

5. For the time being, we are not accepting cash as payment. Credit cards and debit card payments are still available.

6. Online consultations are now available! If you wish to connect with a veterinarian via message, phone or video, visit our website and follow the "Online Consultation" link.

Following the recommendations of our government and medical experts, we are doing our best to practice social distancing within the constraints of our roles. As such, we have taken measures to avoid both contracting and facilitating the spread of this virus.

Thank you for helping us be diligent for everyone's safety. As we have heard from all levels of government, the situation is fluid and any updates will be provided as changes occur.

- Your dedicated team at Annex Animal Hospital