Clinic Policies

Our team is thrilled you’ve chosen Anderson Lakes Animal Hospital for your pet’s health and welfare! Below are our clinic’s procedures and policies to ensure the safety and wellbeing of your pets during their care with us. 

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Surgical Procedure Deposit Policy

We are excited that you have chosen Anderson Lakes Animal Hospital for your pet’s anesthetic procedure!

When we contact you to schedule your pet’s anesthetic procedure, we will request a $150 deposit* for all dental procedures, canine/feline spays, canine neuters, lump removals, etc.

*There will be a $50 deposit for feline neuters only.

This deposit will be added as a credit to your final invoice, the day of the procedure.

We are requiring a minimum of 14 days notice to cancel or reschedule all anesthetic procedures.

In the event you notify us that you need to reschedule your pet’s procedure more than 14 days prior to the scheduled date, the deposit will be transferred to the new procedure date.

In the event that you notify us to cancel or reschedule less than 14 days prior to the scheduled procedure OR in the event of a no-show, no call, the deposit will be forfeited to Anderson Lakes Animal Hospital. A new deposit will need to be paid in order to reschedule your pet’s appointment in this circumstance.

Our office provides a courtesy reminder call and email 24 business hours prior to your pet’s scheduled procedure.

This policy is effective on May 17th, 2022. We greatly appreciate your understanding of this policy and look forward to serving you and supporting the health of your pet.

Cancelation & No-Show Policy

Our goal at Anderson Lakes Animal Hospital is to provide high quality, individualized medical care in a timely manner to your canine and feline family members. A veterinary-client-patient relationship is built on mutual trust and respect. As such, we strive to be on time for your scheduled appointments and ask the same of you.

We understand that life happens and plans can change, so if you can no longer make it to your scheduled appointment or if you will be late, we ask to be notified as soon as possible. 

We kindly ask for a minimum of 48 hours* notice to reschedule or cancel your pet’s appointment.

*If you have more than one pet scheduled to come in during your appointment time, this is considered a double-pet appointment. We ask for a minimum of 72 business hours notice to cancel these appointments. If we do not receive proper notice to cancel this appointment, we will ask for a pre-payment for both exam fees in order to reschedule. In this instance, this pre-payment is non-refundable and will be forfeited if the second appointment is cancelled.

If you and your pet arrive 10 minutes or more after your scheduled appointment time, you may be asked to reschedule your pet’s appointment to a different day. It only takes one late appointment to negatively impact the rest of that day’s schedule. Rushing through your appointment or “squeezing in” your pet is not preferred as it inconveniences other clients who have appointments and it can reduce the amount of time our veterinarians have to provide your pet with the quality of care we strive for.

Late arrivals for scheduled appointments and no-shows for scheduled appointments inconvenience other clients whose canine or feline family members need access to our veterinary services. By providing notice to move or cancel an appointment within the above requested time frames, we may be able to accommodate other patients in need of your appointment time.

As a courtesy to all of our clients we provide reminder calls, emails and/or text messages (based on your preference) leading up to your appointment. Even if you are unable to be reached through any of your preferred means of communications, this policy remains in effect.

Anderson Lakes Animal Hospital understands that there may be times when an unforeseen emergency arises. These policies are at the management’s discretion. 

Repeat violations of these policies may result in consequences put forth by management and may include pre-payment in order to schedule your next appointment.

If you need to cancel or change your appointment time, Anderson Lakes Animal Hospital can be reached at 952-942-5506 during regular business hours or you may email us at andersonlakesah@gmail.com. If you are calling us outside of our regular business hours, you may leave a message.

This policy is effective on April 27th, 2022. We greatly appreciate your understanding of this policy and look forward to serving you and supporting the health of your pet. 

Return Policy & Outside Prescriptions

Non-Prescription Products
Unopened nonprescription items in their original packaging may be returned for a full refund up to a maximum of 30 days from the date of purchase. Items that are expired are not eligible for a refund. Items must be accompanied by an original sales receipt.
Refunds are provided via original tender (check, credit/debit card or cash) or a credit applied to a client’s account.

Prescription Drug Products
We are not permitted to restock prescription medication. Unopened medications with intact tamperproof packaging may be eligible for returns in some cases. We reserve the right to refuse the return of any prescription medication.
If there has been an error in the filling of a prescription by Anderson Lakes Animal Hospital, we may choose to dispose of the prescription and provide you with a replacement or refund. If an item qualifies for a return, it must be within a maximum of 30 days from the date of purchase. Items must be accompanied by the original sales receipt.
Refunds are provided via original tender (check, credit/debit card or cash) or a credit applied to a client’s account.

Pet Foods & Prescription Diets
Our clinic does not carry over the counter pet food. The manufacturers of our prescription pet foods guarantee their products, so if you or your pet is dissatisfied with a food for any reason, you may request a refund. If you simply wish to return unopened cans or unopened bags, you may do so as long as the items are in their original packaging and up to a maximum of 30 days from the date of purchase. Items must be accompanied by an original sales receipt.
Refunds are provided via original tender (check, credit/debit card or cash) or a credit applied to a client’s account.

Online Pharmacy Products – Prescription and Non-Prescription
Our clinic utilizes Covetrus for our online pharmacy. Any returns requested for any products purchased through our online pharmacy must be completed by contacting their customer service line at (888) 606-3336. We are unable to process return requests for items purchased through Covetrus.

Processing of Outside Pharmacy Requests:
Prescription products purchased through a third party/outside pharmacy (i.e. Chewy.com, 1-800PetMeds, Allivet, Costco, CVS, Walgreens, etc.) and needing  approval from our office are subject to a maximum of a 3-5 business day processing time.

Mutual Respect & Zero-Tolerance Policy

We greatly value our relationship with our clients and appreciate your continued support as we strive to provide privately owned, exceptional veterinary care to our community.

The basic foundations of any relationship include mutual respect and trust. Our mission is to provide the best possible care we can for every pet we encounter and to support and develop our team in a safe and engaged environment.

Anderson Lakes Animal Hospital employs a zero-tolerance policy regarding abusive behavior and will maintain a respectful environment for our clients and staff.

While visiting Anderson Lakes Animal Hospital, prohibited behaviors include, but are not limited to:

  • Angry outbursts or yelling at any member of our team
  • Speaking in a demeaning or rude manner to any member of our team
  • Vulgar language directed at any member of our team
  • Disrespect to any team member based on physical appearance, race or gender
  • Insinuating that any member of our team doesn’t care about a pet or values financial gain over a pet’s health and safety
  • Any acts of intimidation which may include threatening physical harm, destroying property, or slander


Violation of this policy will result in immediate termination of any existing veterinary-client-patient relationship (VCPR) and dismissal from our practice.