Frequently Asked Questions
My pet is sick — can you help me figure out what’s wrong?
We’re not veterinarians licensed to diagnose or treat animals, but we can safely get your pet to a vet or emergency clinic when you aren’t able to.
Do you take payment plans?
Not at this time. Payment is due at or before the time of transport.
Can you take my pet without me being there?
Yes, we can! Please reach out to us so we can discuss the uniqueness of your situation since every transport is different.
Can you pick up meds or food from my vet and drop them off?
Sometimes! If our schedule allows, we’re glad to help with simple pet errands. Just reach out to check availability and pricing.
My pet needs to go to an ER but I’m at work or can’t drive — can you help?
Absolutely. This is exactly why Animalance RVA exists. Tell us what’s going on, and we’ll take it from there.
How soon can you get here?
It depends on our location and schedule at the time. We prioritize emergencies and do our best to respond as quickly as possible – especially for urgent/emergency cases and after-hours needs.
Can you pick up my pet from home and take them to their vet?
Yes! If our schedule allows, we’re glad to help with simple pet errands. Just reach out to check availability and pricing.
What kinds of animals do you transport?
We primarily transport dogs and cats, but we’re open to helping with other small animals like rabbits, guinea pigs, or birds. If you have an exotic pet, reach out, and we’ll see if we can accommodate!
Do you transport aggressive or anxious pets?
Yes, but safety is our top priority. If your pet has a history of aggression or extreme anxiety, please let us know in advance so we can take the proper precautions. Muzzles, sedation (prescribed by your vet), or other safety measures may be required.
What if my pet has mobility issues or special medical needs?
We’re experienced in handling pets with special needs! Let us know what accommodation is necessary (such as stretchers, ramps, or extra assistance), and we’ll do our best to transport your pet safely and comfortably.
Do you stay with my pet during their visit?
Our standard service includes drop-off and pickup, but if you need us to stay with your pet during the appointment, let us know! Additional fees may apply depending on the wait time.
Do you offer emergency transportation 24/7?
We try to be available for after-hours emergencies, but availability depends on our schedule. It’s always best to call or message us to check if we can assist immediately.
What areas do you serve?
We primarily operate in the Richmond area but are able to accommodate longer-distance transport for an additional fee. Just ask!
How much does transport cost?
Pricing varies based on distance, time of day, and any special requirements. Contact us for a quick quote!
How do I schedule transportation for a future appointment?
The easiest ways are to call or email us with your pet’s information, pickup/drop-off location(s), and your preferred date and time. We’ll confirm availability and get you scheduled!
How far in advance should I schedule for a future appointment?
The sooner, the better – especially for non-emergency appointments. We do fill up quickly, so we recommend booking at least 24-48 hours ahead when possible.
Can I ride with my pet?
Our service is designed to transport pets only.
What happens if the ER is full?
It is essential that clients call ahead to confirm the hospital is open for intake and ready to receive their pet. This step is required even if you’re following behind us during transport – just in case we arrive first and your pet needs immediate care. We’ll also call the hospital en route to confirm that they’re expecting your pet and that any necessary critical care authorizations have been provided. This ensures a smooth handoff and avoids delays in urgent situations.
Why choose Animalance RVA?
Because emergencies and busy days happen – and your pet deserves the best. Whether they’re sick, recovering from surgery, or just need help getting to care, we’re here for it. As a veterinary nurse, we provide calm, professional support during transport – even for anxious or stressed pets. We offer oxygen support when needed and can use lights and sirens in urgent situations to get your pet there faster.
And for you? No need to rearrange your whole day or drive through stress and traffic while worried. Animalance RVA makes it safer, simpler, and more compassionate – for pets and their people.
What if I need to cancel?
Please review our Cancellation & No-Transport Policy below:
At Animalance RVA, we strive to provide prompt, compassionate, and reliable service in every situation. We understand that during medical emergencies or critical decisions, plans may change quickly.
When a transport is scheduled and our team is dispatched—especially during after-hours periods—our time, resources, and emergency readiness are committed to your pet’s care. If a transport is canceled after our arrival or determined to be unnecessary on-site (such as in the case of humane euthanasia), a $75 standby/cancellation fee will apply. This fee helps cover the costs associated with preparedness, staff time, and vehicle mobilization.
We recognize that these moments are often emotional and unexpected. This policy is in place to ensure we can continue offering consistent and high-quality service to all of our clients. If you have any questions or concerns, we’re always available to discuss them with kindness and understanding.