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Client Information

My business hours are Monday - Thursday 10am - 3pm
We will respond to emails, prescription requests, and other inquiries only during our business hours.
Appointment Booking: For case-specific advice, please book an appointment (either in person or via telehealth).
If I haven’t seen your pet in a while and symptoms are worsening/there are new or different issues, please book a revisit or phone consultation as we are not able to provide medical advice via email
Please make sure you are on time for your appointment and take traffic into account, as Dr Jen is usually booked back-to-back and cannot allow extra time at the end.

In most cases we will book a follow up appointment while you are here
If you cannot attend your appointment, please cancel online via the confirmation - or reminder email and book another time through my website: mvavet.net
Please be mindful of the cancellation policy, however - you do not have to pay a cancellation fee if you or your pet are sick or in case of a family emergency
If you do receive an invoice with a late cancellation / no show fee, it must be paid PRIOR to booking another appointment

We will send you an invoice after you have placed an order, it must be paid BEFORE we can process the order
Pick up of herbs and supplements are MONDAYS - THURSDAYS ONLY - during business hours – if you are not able to come during those hours, we can post your herbs, medications etc (additional charges apply)
Please check your supplies frequently and place an order in time, so that you don’t run out over the weekend/ holidays
Prescriptions incur a prescription fee of $25

Insurance claims
If you wish to claim the consultations through your pet insurance, please let me know at the time of the consult, so I can email you the notes immediately
You will receive a receipt via email after every consultation- please keep those receipts for insurance purposes
There is a surcharge of $25 for any delayed insurance claim requests (receipts, medical notes)