Felines First
Veterinary Hospital
Monday - Thursday 7:30 am - 5:30 pm
Putting them first, just like you
Our Client Policies
New Clients:
We kindly request that all new clients complete the 'new client form' and submit any past veterinarian records for any pets to be examined. These documents can be submitted either electronically or physically, but they need to be received at least 24 hours before your scheduled appointment.
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This ensures we have adequate time to update your pet's records and gather necessary information about their health history. In doing so, we can provide the best and most informed care for every patient.
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Please note that if we don't receive these documents within the 24-hour time frame before your appointment, we will need to reschedule your appointment.
Appointment requirements:
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Please arrive on time for all appointments to allow ample time for paperwork and to maximize the time dedicated to your cat's needs.
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For the safety and comfort of all, we require that all cats be securely placed in pet carriers or on a leash before entering our waiting area.
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A late cancellation/no-show fee (see details below) will be applied to your account if you no-show or arrive more than 10 minutes past your scheduled appointment time.
Appointments and Procedures Requiring a Deposit:
To secure appointments requiring significant preparation and dedicated scheduling, a non-refundable deposit (unless cancelled or rescheduled with at least 24 hours' notice) is required at the time of booking for:
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Surgeries
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Sedated Procedures
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Ultrasounds
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Second Opinions
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Behavioral Consultations
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Hawaii or International Health Certificates
The deposit will be applied as a credit to your invoice on the day of your appointment. The final service cost may vary based on the veterinarian's findings, and any remaining balance is due at the time of service.​
Drop-Offs:
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Drop-off appointments are scheduled between 7:45 am and 8:15 am to allow time for pre-evaluation preparations.
Please note: Drop-off appointments are available only to established clients after an initial in-person visit.
Surgery:
Please note that surgical appointments will not be scheduled until an examination has been performed by our veterinarians.
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Surgery patients should arrive between 7:30 am and 7:45 am, though we offer a 15-minute grace period for unexpected delays. This allows sufficient time for pre-operative assessments. All surgical appointments require a predetermined, non-refundable deposit (unless cancelled or rescheduled with at least 24 hours' notice) at the time of booking.
Second Opinions:
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We welcome second opinions! To allow our veterinarian adequate time to thoroughly review records from hospitals other than Craven Animal Hospital prior to your appointment, please submit them at least 24 hours in advance. Failure to provide records within this timeframe may necessitate rescheduling. A deposit is required at the time of scheduling a second opinion, as it reserves dedicated doctor time for both the pre-appointment record review and the consultation itself.
Behavioral consults:
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Due to the dedicated time and preparation involved in our behavior consultations, a deposit is required for these appointments. This deposit will unfortunately be forfeited if you are unreachable or more than 10 minutes late for your scheduled phone consultation, or if we do not receive at least 24 hours' notice for any rescheduling.
Please complete and return the behavioral questionnaire, provided by email at the time of scheduling, at least 24 hours before your consultation. This allows our veterinarian to prepare the best advice for your cat's needs.
Should we not receive this completed questionnaire within the specified time frame, we'll need to reschedule your consultation.​
Deposits, Rescheduling, and Cancellations:
For deposit-required appointments, the deposit will be credited to your invoice at checkout for the originally scheduled appointment.
To reschedule a deposit-required appointment, please provide at least 24 hours' notice via phone or email. Failure to provide sufficient notice or arriving more than 10 minutes late for a rescheduled deposit-required appointment will result in forfeiture of the deposit.
For cancellations of deposit-required appointments with at least 24 hours' notice via phone or email, the deposit will be refunded.
Late Cancellation and No-Show Fees
(For Appointments Not Requiring a Deposit):
To ensure our fear-free, cat-focused care is available to all patients, a $60 fee will be applied for appointments cancelled or missed without at least 24 hours' notice. This fee helps us manage our limited schedule. Outstanding fees must be paid before future appointments can be scheduled.
We send reminder messages via text and/or email two days prior and may call the day before to confirm. Please provide at least 24 hours' notice if you need to reschedule or cancel.
In the event of a genuine emergency, please contact us as soon as possible; fee waivers may be considered on a case-by-case basis.
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Delays and emergencies:
We strive to be on time for all appointments. However, please understand that emergency cases, which receive top priority, may occasionally cause delays. We appreciate your patience in these situations.
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Any emergency or last-minute work-in, particularly when our schedule is already full with appointments, will be subject to an emergency fee. This fee reflects the need to fit an urgent case into an already busy schedule, potentially causing delays for other clients and requiring additional resources from our team. This includes walk-in clients.
Payment Policy:
Payment in full is required at the time of service. We accept Visa, MasterCard, Discover, American Express, Care Credit, cash, and personal checks. We currently do not offer in-house financing or payment plans.
Thank you for continuing to choose Felines First Veterinary Hospital for the care of your amazing cats. We're so excited and proud to be here for them and you.