Answers to the questions our Client Care Team is asked most often. If your question is not here, call us on (604) 770-4346.

Are you accepting new clients?

Yes, we are accepting new clients. Call our friendly Client Care Team on (604) 770-4346 for a chat and we will get your pet booked in for a first appointment.

What are your hours?

Monday 8:30am to 5:30pm. Tuesday 8:30am to 5:30pm. Wednesday 8:00am to 8:00pm. Thursday 8:30am to 5:30pm. Friday 8:30am to 5:30pm. Saturday 8:30am to 5:30pm. Sunday closed. Statutory holidays closed.

Where are you located, and is there parking?

We are at 3022 Mountain Highway, North Vancouver, BC V7J 2P1. There is parking in front of the building and behind it. If you are coming by bus, the 209 and 210 run along Mountain Highway and the 227 connects Lynn Valley to Phibbs Exchange. Check translink.ca for current routes and times.

Do you see exotic pets?

Yes. We care for small mammals, reptiles and amphibians. See our exotic pet care page for details on the species we see.

How do I book online?

Through the booking link on our website, open 24 hours a day. New clients can create an account. See book an appointment.

Can new clients book online?

Yes. Choose the sign up option on the booking page and create an account. If you have visited us before, we will try to match the details you enter to your existing record so your pet’s history is ready for your appointment.

How long is an appointment?

Most appointments run about an hour, though it varies with the type of visit. We will let you know what to expect when you book.

Do you take walk-ins?

Yes, we welcome walk-ins. We do recommend booking ahead where you can, so we can be sure a veterinarian is on that day and see your pet without a long wait.

Do I need an appointment for a nail trim or a technician visit?

We welcome walk-ins, but please call ahead on (604) 770-4346. Our technicians are not on every day, and a quick call means you are not making the trip for nothing.

How long does a refill take?

A veterinarian reviews every request, and we contact you as soon as it is ready to collect. Requests made while we are closed are reviewed on the next day we are open. See refill requests.

How often should my pet be examined?

At least once a year for a healthy adult pet. Puppies, kittens, senior pets and pets with an ongoing health condition usually need to be seen more often. Your veterinarian will recommend a schedule that suits your pet.

What payment methods do you accept, and do you offer payment plans?

We accept cash, debit and all standard credit cards. We do not offer in-house payment plans, but financing is available through humm and iFinance, and we direct bill Trupanion. See payment and financing.

How do I request my pet’s records?

Ask us by email, over the phone, or in person next time you are in. We appreciate 24 hours’ notice. We can often send them straight away, but the extra day lets us make sure your pet’s veterinarian has finished their notes so what you receive is complete.

How do I prepare my pet for surgery?

No food after 10pm the night before, water until an hour before drop-off, and an empty stomach in the morning. Drop-off is usually 9:15am to 9:30am. Full instructions on preparing for surgery.

How do I order food?

Through our online store, powered by myVetStore, with delivery to your door. See our online store.

When should I go to an emergency hospital instead?

If your pet is having difficulty breathing, has collapsed, is having a seizure, is bleeding heavily, cannot urinate, may have been poisoned or has been badly injured, they need emergency care now. During our open hours, call us. When we are closed, go straight to a 24-hour emergency hospital. See emergency care.