Here is what to expect when you become part of the TEVA family.

Who answers the phones?

We do! We do not use an automated, complicated phone system. If the phone is busy, we are on the line, please leave a voicemail and we will return your call shortly. You may also text us. Texts and emails will receive a response as soon as possible. (Note: Texts and emails received after hours or over the weekend will receive responses the next business day.) You can also contact us online here.

What are TEVA’s appointment guidelines?

We offer multiple ways to book your next appointment! You can call, text, email, or request your appointment online and we will coordinate a day and time with you.

For medical emergencies, please call our main office line: 703.505.2320.

TEVA tries to respond to all requests immediately, but if that is not possible, we will respond to your request very soon. During the work week, most texts and emails are seen within the business day. However, messages received outside of normal office hours or during the weekend will be responded to as soon as possible when office hours resume. Our office phone is available 24/7. Please call us with urgent needs.

Weekend or evening appointments may be available upon request, depending on the doctors' schedules.

In ALL instances, we will accommodate your schedule, however, please note that we strive to keep some of the daily schedule open for emergencies and urgent cases.

Please confirm your horse’s location EVERY appointment. Horses move locations and unfortunately, we're not always notified. It is critical for our medical team to have a GPS address for your horse's location, along with any important or obscure directional details. We see horses across multiple counties and states, and our doctors may not remember where your horse is located by name only.

Provide a good phone number for the day of the appointment.

Being on-time is very important to us. We will usually call if we are either 15 minutes ahead of, or behind schedule. If we are more than 15 minutes late, and you have not heard from us, call or text us. We respect your time and don’t intend for you to wait!

Please bring your horse to the barn and have them ready for your appointment before we arrive. If we are there for injections (neck or joints), please groom/clean/wash the area. We cannot inject through a muddy neck or joint. Read more about how to prepare for your vet visit here.

How do you pay for services?

Our first concern is keeping your horse healthy for life. Payment is due at or near the time services are rendered and invoiced. All clients are required to have a client information sheet and active credit card on file for payment processing, prior to their appointment for settlement within a few days following their visit. Payments can be made with cash, check, Visa, Mastercard, Discover, American Express, PayPal, or Care Credit. TEVA DOES NOT provide in-house financing or monthly billing. Please read more about our payment policy here.

How does TEVA handle emergencies?

During regular working hours, Monday through Friday, 8:00 am - 4:30 pm, our office staff will answer your calls and direct a member of our veterinary team to either call or come immediately. After hours and weekends, you will be directed to call our answering service and you will speak to a person who will contact an on-call veterinarian about your emergency. In the rare instance that a TEVA veterinarian is unavailable, TEVA shares emergency duty with other local equine veterinarians. We have trust and confidence that they will attend to your horse’s needs in a thorough, professional manner.

TEVA does not charge emergency fees for regular clients.

So, as a TEVA client in good account standing, if our TEVA veterinarians visit you for an after hours or weekend emergency call, you don't get charged an emergency fee. Waiving emergency fees is TEVA's commitment to you and our long-term relationship. Other veterinarians in our area charge $150 and up for this for each visit, but we understand your horse didn't choose to get sick or injured outside of normal office hours. Please note, if a non-TEVA veterinarian sees your horse because our team is unavailable, they will charge emergency fees, and this is beyond our control.

How can I refill a prescription?

It’s easy! Call, email or text your request to us or place your order at our online store. After we receive your payment, within 48-72 hours, we will have the medication ready for you to pick up at our Morven Park Equestrian Center (Leesburg, VA) office. Once per week (typically Wednesday afternoons) we drop off medication at Blue Ridge Veterinary Associates in Purcellville, Virginia for clients to pick up. If it is more convenient for you to pick up at Blue Ridge Veterinary Associates, please let us know when you place your order. Please remember to order your medication BEFORE you run out! Please re-order as you're nearing the end of your maintenance medication to allow time for order processing.

Does TEVA like feedback?

YES! Call, text, or email your thoughts or concerns. We want to hear from you regardless of the issue – billing, emergency process, appointments, client and patient care, or medications and refills. We strive to improve and refine processes to best align with you and your needs as a valued customer. We can't fix what we don't know, so we honestly welcome your feedback - both good and bad.

How do I get started with TEVA?

Call or message us today, tell us about your horse, and let’s take this journey together!

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