Frequently Asked Questions (FAQ)

Q1. How can you help my pet with i-Vet’s online vet service?

A veterinary expert with a trained eye can pick up many subtleties in your pet that give information on their health and well being. Also, with instruction, you the owner can help by performing simple tests that we can see that will aid in diagnosis. We can provide information on managing ongoing problems such as arthritis and weight management, and help construct wellness plans including in some cases vaccinations, worming protocols and other parasite controls.

Q2. Can I use video consultations instead of going to the vet?

In many cases video consultations can be your first stop in accessing help. For minor injuries and when you aren’t quite sure if you need to take your pet in to a hospital then i-Vet’s video consultations are very useful. For many people, it is simply either too difficult to get your pet to a hospital or you live too far away or the clinic is closed.  Those type of cases video consultations are integral to your pets health and well being plus your peace of mind.

Q3. What kind of situations can i-Vet video consultations help with?

i-Vet video consultations are very useful for cuts and injuries and managing wounds, general health check ups, skin conditions, vaccinations, limping pets, abscesses, unwell pets, vomiting, diarrhoea and much more! If we cant manage the problem via the internet then you may be advised to transport your pet to the nearest hospital. We can also help with referring you to a specialist or Veterinary Hospital and in some cases give recommendations on transport.

Q4. Can you prescribe medicine with an i-Vet video consultation?

If you are in an isolated place then in many cases in Australia, medicine can be prescribed. This may be in the form of a prescription to take to the chemist or medicine that is express posted or couriered. Other non prescription medications such as heart worm and intestinal wormers can be sent anywhere in the world. Due to legal restrictions, some countries are unable to have some medications mailed to them. Those countries include USA, Canada, UK and the EU.

Q5. What happens after the consultation?

During the consultation you will be guided as to what is required next. This may involve being emailed a prescription that can be filled at the local pharmacy or you may be referred back to your usual veterinarian when they are open. In most cases a summary of the consultation and steps that you will need to do to help your pet will be emailed to you. If medications are to be sent to you then payment is processed during the consultation for the dispensed medication and a confirmation email will be sent to you.

Q6. Do I need an appointment to speak to a vet?

In order to make sure we carefully consider and get a full understanding of what your concerns are with your pet without interruptions, an online appointment with sufficient allocated time is required.

Q7. How quickly will Dr Sue or her team reply to my booking?

When bookings are made online the appointment is instantaneous. All booking requests are via online, email or telephone and a confirmation will be sent within the business day.

Q8. Are you open 24 hours – 7 days a week?

Yes, i-Vet is available 24 hours a day.

Q9. My pet is unwell and I need an online consultation with the vet, is there anything I should bring?

Make sure you have someone to help you hold your pet whilst you zoom the camera on what your vet needs to see.  Have a pen light available, a stopwatch and a ruler handy.

Q10. What do I do if my pet needs emergency treatment after hours?

If you are unable to take your pet to a veterinary clinic for emergency treatment then i-Vet – Emergency can assess your pet and devise a first aid and treatment plan. If your pet is in a life threatening condition then you need to try to get hands on veterinary care as soon as you can. Sometimes, it can be hard to know when a pet is in a life threatening condition, cats in particular can be quite hard to judge. If your pet is finding it difficult to breathe or is unable to get up, then these are often tell tale signs that you should race to a vet. However remember, if you have ready access to a veterinary hospital then hands on diagnosis is always the better option.

Q11. Why does veterinary care for your pet cost what it does?

Veterinary clinics are small medical hospitals with very similar medications and equipment to human hospitals. These medical specific items must be made and looked after with the utmost care and hence are quite expensive.  These costs are not seen in human medicine because the government heavily subsides them with the taxes we pay. Veterinary products are not. In fact, veterinary costs in comparison to full price human medical costs are quite reasonable and great value. A human surgery and hospital stay can cost in the tens of thousands where as in veterinary the same procedure would be a fraction of the cost.

Q12. Why should I pay for an i-Vet online consultation?

Consulting online is a very new and specialised field in veterinary medicine and takes a highly trained vet with many years experience to be able to consult this way. Thus, you are receiving one on one advice from a trained expert who is able to see and examine your pet, make legal clinical records and if required provide medications to improve your pets wellbeing. We are real doctors, providing real consultations. In addition to this, as a patient under our care, you will be sent reminders for any medications dispensed or vaccinations, and have ongoing prescriptions sent out to you for any ongoing challenges.

Q13. How can I receive my medications?

If medications are required by your pet then they will be express posted as soon as they are available and are usually received within 3-6 working days depending on the postal service.  In some cases, prescriptions can be written an emailed with the medications filled at your local Pharmacy.

Q14. My pet is due for vaccination but I can’t take him in to a clinic. Can I vaccinate my pet through i-Vet and still receive a certificate?

For those people that cannot take their pet in to a local clinic vaccinations can be couriered to you. With the vaccines are instructions plus an instructional video link and if we witness you giving this vaccine via our video conferencing portal, yes, we can then issue you a vaccination certificate.

Q15. How long is a consultation?

A typical i-Vet consultation takes up to 20 minutes depending on how well behaved your pet is and what the issues are.

Q16. Which animals are covered by i-Vet’s video consultations?

i-Vet consultations are for companion animals such as cats, dogs, rabbits, guinea pigs, birds and other pocket pets.

Q17. How do I know my credit card details are secure?

i-Vet uses the highest security technology and encryption to ensure your details are safe. Credit card details are not stored with us.

Q18. How do I book and pay for a consultation?

It’s easy! Just click the Book Now button on the website and follow the prompts. We take all major credit cards and PayPal. A standard consultation is $80 payable at the time of booking. The cost of medications will be discussed with you during your consultation and paid for via debit/credit card over the phone. For an Emergency consultation, call 1300 08 08 06 and the vet will contact you. All consultations are inclusive of GST. An Emergency consultation fee is $150 payable over the phone at the time of consultation.

Q19. What if I am not totally satisfied with the service I received?

We understand that this form of veterinary consultation is very new so we would love to hear your feedback so we can improve the service. If you are not happy with the service then please call us on 1300 08 08 06 or email as your satisfaction is very important to us.

Q20. I found a stray animal, what should I do?

If the stray animal is well and uninjured then contacting your local dog catcher or animal shelter to notify them is the first step. Also, advertise that you have found this dog as someone may be looking for it.  If the animal is unwell, then i-Vet can see your dog. Alternatively, take the dog to your nearest veterinary clinic, call your local council or RSPCA.

Q21. What is Pet Insurance?

Pet insurance or pet health insurance helps cover the cost of medical expenses should your pet become ill or have an accident. Some pet insurance companies also offer Routine and Wellness coverage (vaccinations, annual wellness exams, spraying/neutering, heartworm testing/medications, etc.) for an additional fee. i-Vet consultations are covered by most leading pet insurance companies.

For further information, please download this fact sheet or visit this resource.

Q22. How to prepare for an i-Vet consultation (live online video).

i-Vet uses WebEx, an integrated proprietary booking/video system for their consultations.

Make sure you can restrain your pet and use the camera at the same time. Most people find it easier if they have a second person to help. If this is not available, put your pet on a lead and prop the camera up so that it focuses on the point of interest. Have good lighting and minimise wind and background noise so the sound is better.

If you are attending an i-Vet consultation via your desktop computer, the following is required:

For PC-based participants:

  • Internet Explorer 9, Mozilla Firefox 34, Google Chrome 39 (JavaScript enabled) or the latest version of each web browser.
  • Windows XP, Windows 2008 Server or later.
  • Cable modem, DSL, or better Internet connection.
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended).

For Mac-based participants:

  • Safari 6, Firefox 34, Google Chrome 39 (JavaScript enabled) or the latest version of each web browser.
  • Mac OS X 10.8 (Mountain Lion) or newer.
  • Intel processor (2GB of RAM or better recommended).
  • Cable modem, DSL or better Internet connection.

When the session starts, you’ll be connected via your computer’s microphone and speakers (VoIP). If possible, a headset is recommended.

Most people find using their smart phone is the easiest for online consulting.

If using a smart phone, click on the unique joining URL (link) we sent in your confirmation booking email. WebEx should then auto-launch the app install you need in order to tune in. Please see the links below for further device instructions:


iPhone, iPad & Apple Watch:

Q23. I haven’t received my booking confirmation email?

Be sure not to miss your confirmation by “whitelisting” (aka approving) i-Vet in your email program.

Since your ISP probably uses some type of spam filter we ask that you add us to your trusted list of senders, contacts or address book. This is also known as “whitelisting”.

If you do not see an email from i-Vet in your inbox, due to the overzealous filtering by ISPs our email may have mistakenly been sent to your Spam folder. Please look for it there, open it and mark it as “Not Spam”. Emails from i-Vet will be sent from