Refilling Prescription Products
For all prescription food and medication refills, we respectfully request that clients try and provide us with a minimum of 24-hours advance notice of the request.
This policy is designed to account for the process involved in refilling a prescription. Once a request is placed, a doctor must review the patient medical record, and then authorize that request. We typically receive a very high volume of requests for refills each day which makes it very challenging to meet the demand in less than 24-hours. Giving us 24 hours assists us in having your prescription ready so you aren't inconvenienced with a long wait when you stop in to pick up your prescription.
The 24-hour notice of your request also provides us with a large enough window of time to contact you in the event that a doctor has any questions (such as the progress they are making on the prescription and dose, etc,..), or if we are out of stock with regards to your requested item. We can then give you a time frame when your prescription will be available.
You may call us directly at our main number of 716-662-6660, listen to the options, and then press the one for medication refills. You will be asked to leave a short message on our voicemail system which is checked regularly throughout the day and the night in order to process your orders in a timely fashion. You can by-pass the menu options by dialing the Refill Hotline directly - the number is on your pet's medication label. You may also request prescription refills through our website. You will receive a reply e-mail to confirm that we have received your request.
Refills may be picked up at any time, as we are open 24 x 7, 365-days a year. However, please understand that if you arrive when the hospital is operating as an emergency clinic only, such as overnight, you may be subject to a wait to pick up your prescription.