Pharmacy & Prescription Refill Process
South Hyland Pet Hospital Pharmacy & Prescription Refill Process
At South Hyland Pet Hospital, we want our clients to feel informed and confident about how prescription refills are handled. Our goal is to provide transparency and consistency so we can continue to serve all of our patients efficiently, accurately, and safely.
How to Request a Refill
The fastest and most accurate ways to request a refill are through:
- The PetDesk App, or
- Our website’s Rx Refill Request Form (located at the top of our homepage)
You may also text us your request, but please include:
- Your pet’s name
- Medication name
- Current dose (what you’re currently giving)
- Quantity requested
Using these options helps reduce call volume and allows our team to process refills efficiently. If we have any questions about your request, we’ll reach out to you directly.
Refill Processing Time
Please allow 24–72 hours for refill requests to be completed.
As a full-service veterinary hospital, we do not have a dedicated pharmacy team. Prescriptions are reviewed and approved by our veterinarians between patient appointments, which means same-day or “ASAP” refills are not always possible.
We will always notify you by text, call, or email once your prescription is ready for pickup.
Prescription Requirements
A valid Veterinary/Client/Patient Relationship (VCPR) is required for all prescriptions. This means your pet must have been examined by one of our veterinarians within the last 12 months (or more recently for certain conditions).
Learn more about the VCPR here: AVMA: Veterinarian-Client-Patient Relationship.
Every prescription we fill is:
- Prepared by a trained staff member
- Double-checked for accuracy
- Authorized by a veterinarian
This ensures every medication meets safety and quality standards in accordance with AAHA guidelines.
Controlled Substances & Drugs of Concern
Controlled substances and “drugs of concern” cannot be filled in advance. These prescriptions may be approved ahead of time but can only be filled upon your arrival for pickup.
To help expedite this process, please let us know when you’re on your way via text or phone call so our team can begin filling your medication.
Third-Party Pharmacy Requests
If you use an outside (third-party) pharmacy, please allow additional time for these requests. This process requires more coordination between our hospital and the pharmacy.
To request a refill through a third-party pharmacy:
- Contact the pharmacy first. They will reach out to us for authorization.
- If you prefer, we can provide a written prescription for you to take elsewhere.
For security reasons, written prescriptions cannot be emailed to clients. They can be:
- Picked up at our hospital (same as a regular prescription pickup), or
- Sent directly to the pharmacy of your choice.
Please note: we do not price shop between pharmacies. Clients are responsible for comparing prices and selecting their preferred pharmacy.
Prescription Diets
For prescription pet food orders, we recommend using our online pharmacy.
Orders ship directly to your home for free within a few days!
If you prefer to pick up your pet’s food at our hospital, please contact us 1–2 weeks in advance to ensure it’s in stock. Our pet food deliveries arrive once weekly, so advance notice helps us serve you better.
Special Order & Compounded Medications
For special order or compounded medications, please allow 1–2 weeks of advance notice. This ensures we have enough time to prepare and verify your prescription for accuracy and safety.
Our Commitment to You
We understand that your pet’s medications are important and time-sensitive, and we appreciate your patience and understanding as we balance prescription management with daily patient care.
Every refill request is handled carefully to ensure it meets our medical and safety standards — because your pet’s health always comes first.
Thank you for helping us keep the process smooth and efficient for all of our patients!
