Pharmacy, Prescription & Refill Policies
At South Hyland Pet Hospital, we understand how important your pet’s medications are to their health and well-being. Our goal is to make the prescription and refill process as convenient, accurate, and transparent as possible while maintaining the medical and safety standards our patients deserve.
Below, you’ll find information about requesting refills, prescription requirements, outside pharmacies, special orders, and our medication return and donation policies.
How to Request a Prescription Refill
The fastest and most accurate ways to request a refill are through:
- PetDesk or your PetDesk app
- Our website’s Prescription Refill Request Form, also available at the top of our homepage.
You may also text us your refill request at (952) 884-1868. Please include:
- Your pet’s name
- Medication name
- Current dose (what you are currently administering)
- Quantity requested
Using these options helps our team process requests efficiently and reduces the possibility of miscommunication. If we need additional information, we’ll contact you directly.
Refill Processing Time
Please allow 24–72 hours for prescription 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, so same-day or urgent refill requests cannot always be accommodated.
We strongly encourage requesting refills before your pet runs out of medication, especially before weekends, holidays, or planned travel.
Our team will notify you by text, phone, or email when your prescription is ready for pickup.
Prescription Requirements
A valid Veterinarian-Client-Patient Relationship (VCPR) is required for prescription medications, except where otherwise permitted by law.
At South Hyland Pet Hospital, this generally means your pet must have been examined by one of our veterinarians within the past 12 months. Some medical conditions and medications require more frequent examinations, laboratory testing, or ongoing monitoring for prescription refill authorization.
All prescriptions are subject to veterinary review and approval. Even with a current VCPR, our veterinarians must determine that the requested medication and dosage remain appropriate for your pet’s medical needs.
Our team follows established pharmacy protocols to ensure medications are prepared and dispensed safely and accurately.
Learn more about the VCPR through the American Veterinary Medical Association.
Controlled Substances & Drugs of Concern
Controlled substances and designated drugs of concern cannot be filled in advance.
These prescriptions may be reviewed and approved by a veterinarian ahead of time, but the medication can only be prepared and dispensed when you arrive for pickup.
To help expedite this process, please call or text us when you’re on your way so our team can prepare for your arrival.
Third-Party Pharmacy Requests
We understand that some clients prefer to obtain their pet’s medications through an outside pharmacy.
Please allow additional processing time for third-party pharmacy requests, as these may require coordination between our hospital and the dispensing pharmacy.
To request a prescription through a third-party pharmacy:
- Contact your preferred pharmacy. The pharmacy may contact our hospital directly to request prescription authorization.
- Alternatively, request a written prescription. We can provide a written prescription for you to take to the pharmacy of your choice, subject to veterinary approval.
For security and prescription integrity, written prescriptions cannot be emailed directly to clients.
Written prescriptions may be:
- Picked up at our hospital, or
- Sent directly to your selected pharmacy when appropriate.
All prescription requests remain subject to veterinary review, and additional examinations or testing may be required before authorization.
Please note: South Hyland Pet Hospital does not compare medication prices between pharmacies. Clients are responsible for researching pricing, selecting their preferred pharmacy, and arranging payment and delivery with that pharmacy.
Prescription Diets
For convenient home delivery of prescription diets, we recommend ordering through our MyVetStore Online pharmacy.
Shipping options, delivery estimates, and any applicable charges are provided when placing your order.
If you prefer to purchase your pet’s prescription food directly from our hospital, please contact us 1–2 weeks in advance so we can confirm availability or arrange an order. Our pet food deliveries typically arrive once weekly.
Special Order & Compounded Medications
Some medications require special ordering or preparation through a compounding pharmacy.
Please allow 1–2 weeks of advance notice for special order and compounded medications whenever possible.
These prescriptions may require additional processing, shipping, or preparation time. Advance notice helps us coordinate your pet’s medication needs and minimize interruptions in treatment.
Medication Returns, Donations & Disposal
For medication safety and quality assurance, South Hyland Pet Hospital does not accept prescription medication returns for refunds, exchanges, or account credits once medications have been dispensed.
This applies even if a medication is unopened, unused, or no longer needed, as dispensed medications cannot be returned to our pharmacy inventory for resale.
However, certain unused medications originally dispensed by South Hyland Pet Hospital or purchased through MyVetStore Online may qualify for donation through our medication donation program.
For complete donation eligibility requirements, donation instructions, and information about safe medication disposal, please visit our Medication Donations & Safe Disposal page.
Our Commitment to You
We understand that your pet’s medications are important and sometimes time-sensitive. Our team works carefully to process prescription requests while balancing the medical needs of all our patients.
We appreciate your patience, advance planning, and understanding as we work to provide safe, accurate, and efficient pharmacy services.
Thank you for helping us keep the prescription process running smoothly for everyone!
Questions About Your Pet’s Prescription?
South Hyland Pet Hospital
Call or text: (952) 884-1868
Request an Appointment: PetDesk App
Email: southhyland@southhyland.com