Frequently Asked Questions
Get quick answers to your questions
Top FAQs
Meet The Vets
All of our services are done inside the homes of our pet parents, never inside our vans or other mobile vehicles. Our mission is to create a fear-free, low-stress environment for the pets that we treat. Home is where they are happiest and most comfortable with their pet parent by their side and where our Vets can provide the highest quality of care.
At this time, we only treat cats/kittens and dogs/puppies.
Our Booking Agents and Support teams are available Monday to Saturday 8 am to 8 pm. We are closed on Sundays.
You can also easily schedule an appointment on our online booking system and see the available dates and times in your city.
Appointments
During your appointment, our Vets perform a thorough head-to-tail examination. Each appointment is tailored to the pet and pet owners’ needs. When scheduling your appointment, let us know if there is anything specific you would like your Vet to be aware of and we will ensure they are prepared to provide the highest quality of care. For more specific questions, please call us at 844-722-VETS ext: 1 to speak with one of our Booking Agents.
It is important that you are present during your pet’s exams and treatment. That helps your pet relax and get well with the vet team, and you can stay at the pet’s side during procedures and ask a vet for further steps and recommendations.
If you’re not able to attend the appointment, we require you to contact us 24-48 hours before the visit and provide a signed approval for the pet’s treatment in your absence. During the visit, an adult (18 years and over) should be present and authorized to make financial decisions on your behalf.
We schedule our appointments with enough time to give your pet the highest quality care in a stress-free environment. Each appointment time varies based on the service provided, the number of pets, the pets’ needs, etc.
- Appointments for one pet last anywhere from 30 to 90 minutes.
- Appointments for two or more pets last about 45 minutes to 2.5 hours.
Yes. We understand that having the same vet and being able to build trust with them is important to many of our clients. If you wish to see a specific vet or want to learn more about the available vets in your area, please give us a call at 844-722-VETS ext. 1 to speak with one of our Booking Agents who can try and book you in with the same Vet you’ve already met and who knows your pet personally.
We recommend creating a safe and comfortable space for your pet to feel as relaxed as possible. If you’ve been provided with specific instructions for sedating your pet ahead of your appointment from our Medical team, please follow them accordingly.
Also, please be sure to provide a copy of your pets Medical records prior to the appointment to records@thevets.com. Having medical records ahead of your appointment is very important for our medical team to properly assess your pet health needs.
We strive for all of our appointments to be conducted on time, but given the nature of being mobile, please allow for 15-30 minutes prior to and post-appointment in case of possible traffic delays. You will receive a text message and/or call from one of our Booking Agents 24-48 hours before your appointment. This text/call will be to confirm your booked appointment, complete an initial medical assessment of your pet, and confirm the Vets’ estimated time of arrival.
Yes, you can cancel your appointment at any time. Cancellations within 24 hours of your appointment incur a $99 fee per pet, while no-shows are charged a $199 travel fee plus $99 per pet. To avoid these charges, we recommend canceling or rescheduling as early as possible. You can manage your appointment through the link in your confirmation or reminder messages or by contacting our customer service team.
If you need to reschedule your appointment, please log into your account using this link – Book a Home Visit. Follow the required steps. Once completed, You will receive an automated text message confirming your new appointment date/time.
If any issues rescheduling your appointment online then you can also call into 1 844 722 VETS, option 2 to speak with a Customer Support agent.
Pricing & Insurance
We provide convenient, personal home visits. A concierge fee (home visit travel fee) of $199 applies to each home visit, regardless of the number of pets. Additionally, an exam fee of $99 will be charged for each pet that we examine during the visit. The total cost of the at-home visit will change depending on the services required and discussed with you and your Vet.
We accept all major forms of credit and debit cards. Unfortunately, at this time, we do not accept Care Credit.
Payment for appointments is required at the time of service.
We don’t accept insurance at this time. However, if you have pet insurance, you can submit your itemized receipt to your provider for possible reimbursement. Simply ask your Vet team for an itemized receipt at the end of your appointment.
At the end of your appointment, show the gift card to your veterinarian, and they will apply it to your final invoice, or at the time of booking let our Booking Agents know so they can add a note to your appointment.
- Go to booking.thevets.com and enter your pet’s details, including their name, type, and reason for visit.
- Choose the date and time that works best for your schedule. You can select from the available time slots shown on the website.
- At the confirmation step, you’ll see a field labeled “Promotion code” where you can enter the code you have. Type in the code exactly as it appears, including any letters, numbers, or special characters.
- Click on the “Apply” button to redeem the coupon. If the code is valid, you’ll see the discount applied to your total cost.
- Please note that only one promo code or coupon can be applied per appointment. If you have multiple coupons, you can choose the one that gives you the best discount.
- During your visit, the vet team may ask you to provide an email or SMS where you got the coupon for verification purposes. Please have this information ready, so they can confirm the coupon’s validity and apply the discount to your bill.
Services
At this time, we do not provide emergency services. Please call us first at 844-722-VETS to determine if your pet is in need of emergency urgent care, and we will provide a recommendation.
Yes, we offer both. Prior to your appointment, we recommend giving us a call at 844-722-VETS ext. 1 to confirm if the veterinarian in your city or service area has the vaccination available at the time of your appointment.
Yes, we offer both domestic and international, but this service does vary from city to city. Prior to Booking your appointment, we recommend giving us a call at 844-722-VETS ext. 1 to speak with one of our Booking Agents so they can confirm if the Vet in your city or service area has the ability to provide this service.
Absolutely. When confirming your appointment with one of our Booking Agents, please let them know if you have any concerns about your pet’s behavior who will flag this with our Medical Teams. This will allow our Vets to create a proper care plan that will keep your pet comfortable and our vets safe.
To keep your pet healthy, you should visit the veterinarian for a preventative exam at least once a year. Puppies and kittens should be seen every month for the first four months.
Generally speaking, your pet is only required to get the core pet vaccinations. For dogs, this includes distemper, parvovirus, hepatitis, and rabies. For cats, this includes panleukopenia, calicivirus, rhinotracheitis (herpesvirus) and rabies. After the initial one year booster, most core shots only need to be revaccinated every three years.
Yes we do offer microchipping. It’s also included in our Total Wellness Membership for puppies/kittens + adult pets. Please view The Vets Total Wellness Membership Plan for more details.
Prescriptions & Medical Records
We’ve partnered with MixLab to make filling your pet’s prescription a walk in the park. Get free, next day delivery and even choose custom flavor options to make medication time a breeze. Please access the following form to submit your prescription request with Mixlab today.
For any other prescription refill request for other pharmacy providers, please contact The Vets at 1 844 722 VETS Ext 3 to speak with our Medical Support team.
To request your pets medical records, please contact us via email at support@thevets.com
Total Wellness™ plan
The Total Wellness™ membership plan bundles all of your pet’s recommended annual preventative care needs into 12 affordable monthly payments, providing you with an easy and cost-effective way to keep your pet healthy.
With your membership, you also get unlimited access to priority booking and our expert chat line, ensuring that your pet always receives the best possible care. The medical services included in your plan are listed below. Please note that any additional services beyond those listed will be charged incrementally.
For Adult or Senior Dogs and Cats
- Up to Two Home Visits (travel fee waived), Up to Two Wellness or Sick Exams (exam fee waived), All Core and Lifestyle Vaccinations (varies by pet), 1 Year of Preventative Treatments (covering ea, ticks, heart-worm and intestinal parasites), Nail Trims (one per visit as needed), Anal Gland Expression (one per visit as needed), Urinalysis (cats and senior dogs only), 1:1 Nutritional Consultation (1x per year), Comprehensive Lab Screenings, Fecal Test (1x per year), Heartworm Test (1x per year), FIV/FeLV Test (cats only), Ultrasound (1x per year, as needed based on pet health), Ophthalmic Evaluation (1x per year, as needed based on pet health), Deworming Treatment (1x per year)
For Puppies/kittens:
- Up to Three Home Visits (travel fee waived), Up to Three Wellness or Sick Exams (exam fee waived), All Core and Lifestyle Vaccinations (varies by pet), 1 Year of Preventative Treatments (covering ea, ticks, heartworm and intestinal parasites), Nail Trims (one per visit as needed), Anal Gland Expression (one per visit as needed), 1:1 Nutritional Consultation (1x per year), Comprehensive Lab Screenings, Fecal Test (2x per year), Heartworm Test (1x per year), FIV/FeLV Test (cats only), Deworming Treatment (2x per year)
Yes. If you have a preferred vet, please let one of our Booking Agents know when booking your priority appointment at 844-722-VETS, and we will do our best to schedule you with them.
You can call our dedicated Booking Agent line by calling 844-722-VETS or book online at booking.thevets.com.
Yes, it will renew automatically at the end of each billing cycle, and you will receive an email notification before your yearly plan renews.
The Chat is available for Total Wellness Members only. The hours are Monday-Friday from 8 am to 9 pm ET.
Different plans have different cancellation options. The cancellation option is solely dependent on the plan you signed up for. For non cancelable plans you may not cancel the Plan during the then-current plan year. For cancellable plans, please contact us by calling 877-590-8387. Depending on how many of the medical services you have used at the time of cancellation, you will be charged for the difference.
