FAQs

Frequently Asked Questions

What is VetLIVE?

How is VetLIVE different from other websites that provide veterinary information?

How does VetLIVE work?

How much does it cost to ask a licensed, verified veterinarian a question?

Who are the veterinarians and what are their qualifications?

What happens if they can’t answer my question or I am not happy with the service?

Is my pet dog sick? Is my cat sick? Is my pet sick? I can’t tell. What do I do?

I am a licensed veterinarian and am interested in becoming an expert. What are the requirements and how do I do that?

About Asking Questions

How long does it take to get an answer?

Will someone definitely answer my question and what if none of the veterinarians can answer my question?

Do the veterinarians have access to my personal contact information or my credit card information?

What can I do if a particular doctor does a really fantastic job?

Can your veterinarians prescribe medicine?

My computer crashed during the live chat and I didn’t get my entire 20 minutes. What do I do?

About VetLIVE Charity

Why does VetLIVE have a VetLIVE Charity and what is it?

How can I donate to the VetLIVE Charity without using one of their five services?

I represent a charitable organization. How can my organization be considered for involvement with the VetLIVE Charity?

Registration and login

Do I have to register to ask a question?

What do I do if I forget my password?

What do I do if I have trouble logging in?

Payment options, your account and settings

What are the payment options for me?

I am unsatisfied with my answer, how can I get a refund?

How do I change my account settings?

How can I change my username and/or password?

How do I edit my pet’s information or delete my account?

About VetLIVE.com

What is VetLIVE?

VetLIVE is the leading consumer-friendly pet health portal where pet owners can interact live with licensed, verified veterinarians. VetLIVE allows pet owners to interact with licensed veterinary medical experts to become educated about their pet’s health, determine if they need to go to a veterinarian, and develop a plan to maximize their pet’s health outcome while at the same time minimizing its economic toll. At VetLIVE you can do the following:

1. Ask a veterinarian a question and get a text message after the veterinarian answers your question

2. Live chat with a licensed verified veterinarian immediately

3. Carry out a nutritional consult to determine what food would be best for your pet

4. Carry out a speed consultation if your pet ate something they should not have

5. Upload your pet’s medical records and get an affordable second opinion

Please visit How VetLIVE Works for more information.
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How is VetLIVE.com different from other websites that provide veterinary information?

1. VetLIVE is the only veterinary advice website that does not allow unlicensed veterinarians or non-veterinarians to answer any questions about pet health or well being.

2. VetLIVE is the only veterinary advice website that provides financial information about veterinary services. How much should you be paying for a certain hip surgery? We will tell you what the industry standard is.

3. VetLIVE verifies the license and expertise of every veterinarian answering your questions. If the veterinarian does not maintain an 85% customer satisfaction rate for answering a question, they are removed from the site.

4. VetLIVE is the only veterinary advice website that has charity as part of its mission. We are here to help those that can afford pet health care and those who cannot.

5. VetLIVE is highly technologically advanced and is able to provide pet owners LIVE interaction with vets through instant messaging/chat.
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How does VetLIVE work?

There are four different ways to interact with our vets. The quickest versions are the “Live Chat,” and “the “ask a question” options. Veterinarians are standing by to interact with you. The “nutritional consult” and “second opinion” versions require that the veterinarian do research and interpret medical records. Although these versions are also speedy, they often require more of the veterinarian’s time.

A. Ask a question

  1. Write your question
  2. Provide basic information about your pet
  3. Sign in/sign up to select the most convenient medium for you – text/email/live chat
  4. Veterinarians work to answer your question
  5. Get a text message that your question is answered
  6. Log in and view the answer

B. Live Chat

  1. Provide basic health information
  2. Decide whether you would like to upload a photo of your pet and its problem
  3. Sign in/sign up
  4. Instant message chat with a LIVE licensed veterinarian for up to 20 minutes

C. Get a nutritional consultation

  1. Provide basic information about your pet
  2. Decide whether you would like to upload a photo of your pet and its problem
  3. Sign in/sign up
  4. Veterinarians research your pet’s health up to and including a consultation with a board certified nutritionist
  5. Get a text message that your nutritional consult is complete
  6. Log in and view the answer

E. Second opinions

  1. Write information about your pet’s health
  2. Provide basic information about your pet
  3. Decide whether you would like to upload a photo of your pet, its problem, and your pet’s medical health records
  4. Sign in/sign up
  5. Veterinarians study your pet’s records and compose a written second opinion and include materials and links to help you become educated about their condition
  6. Get a text message that your second opinion consult is complete
  7. Log in and view the second opinion

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How much does it cost to ask a licensed veterinarian a question?

The price of asking a question ranges from $16.95 to $49.95 depending on the level of service that you desire and whether a veterinarian will be woken up in the middle of the night – the prices are variable based on time, day of the week, and demand. Check out our Pricing for a more in depth explanation of our fees.

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Who are the veterinarians and what are their qualifications?

VetLIVE’s Licensed Interactive Veterinary Experts are just that – licensed. The veterinarians have passed their state’s licensing examination and the national boards. Each state has different requirements for continuing education but every vet has a license and is complying to their jurisdiction’s rules.

Veterinarians apply to be experts on the VetLIVE website. Their licensing credentials are verified and they are required to take a medical competency test that has been designed and created by the VetLIVE medical directors.

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What happens if they can’t answer my question or I am not happy with the service?

Although this is extremely rare, sometimes pet owners need answers to questions that cannot be answered by veterinarians. Usually these questions have to do with human health. If this should occur, a veterinarian will contact you via email and explain why your question cannot be answered. In this event, you will NOT be charged for asking the question and we will do our best to point you in the right direction.

If none of our veterinarians have the expertise to answer your question, you will NOT be charged.

If you are not happy with the service, you will need to contact customer care at customercare@vetlive.com. A review of your question and the answer you received will be carried out by one of our medical directors. If the answer is incomplete or inadequate, you will receive a full refund in addition to a better answer and a sincere apology.

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Is my dog sick? Is my cat sick? Is my pet sick? I can’t tell. What should I do?

Please check out brief pages on symptoms for dogs and cats. For other species, such as birds, and other exotics, it is recommended that you seek the advice of VetLIVE vets or a veterinarian in person.

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I am a licensed veterinarian and am interested in applying to become an expert. What are the requirements and how do I do that?

Are you interested in earning money during your spare time? Do you love to help people by answering and educating pet owners? We are always looking for exceptional veterinary talent. You must have an active license in good standing with no pending actions. We verify your license and all credentials first. If you pass that round, you will receive a medical proficiency exam via email. If you pass the exam, you will receive a booklet that will orient you. The entire process only takes a few days. Click here to apply. For additional information, check out our Experts Terms of Service.
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About Asking Questions

How long does it take to get an answer?

How long of a wait for an answer depends on when you ask the question. If you ask a question during the day and in a US timezone, you should expect a reply very quickly, often within four to ten minutes. If you ask a question at night in a US timezone, there are fewer veterinarians available and there may be a wait. In this case, you should expect an answer within a few hours and definitely by morning. Nutritional consultations and second opinions are very time intensive. These will take longer depending on the complexity of the health problem as our focus is on quality rather than speed.

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Will someone definitely answer my question and what if none of the veterinarians can answer my question?

If a veterinarian can answer the question, it will be answered. There is one exception however. Although this is extremely rare, sometimes pet owners need answers to questions that cannot be answered by veterinarians. Usually these questions have to do with human health. If this should occur, a veterinarian will contact you via email and explain why your question cannot be answered. In this event, you will NOT be charged for asking the question and we will do our best to point you in the right direction.

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Do the veterinarians have access to my personal contact information or credit card information?

No. Veterinarians only have access to your user name and your pet’s medical information. You should avoid writing personal information in the question box. As far as credit card information goes, not even the site administrators have access to your credit card number. VetLIVE.com uses third party secure payment services provided by Google Checkout and PayPal and do not store any credit card information on our servers. See our detailed Privacy Policy for more information.

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What can I do if a particular doctor does a really fantastic job?

Part of veterinary compensation is based on the feedback you leave. If a veterinarian does a great job, be sure to give them 100% positive feedback. If you desire, you can leave a “tip” for a veterinarian. These are much appreciated. The veterinarian you “tip” will receive that tip. In other words, tips are not pooled. Lastly, you can inform the administrating veterinarians of the site what a great job they are doing by emailing feedback@vetlive.com.

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Can the veterinarians prescribe medicine?

Our veterinarians cannot prescribe medicine. This is due to the fact that in order to prescribe medicine, a veterinarian needs to establish a veterinary-client-patient relationship (VCPR). In order for that to occur, your pet would need to have a physical exam by one of our veterinarians. Because there is no VCPR established, our veterinarians cannot diagnose, treat, or prescribe medicine for your pets. Please read our Terms of Service for more information.

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My computer crashed during the live chat and I didn’t get my entire 20 minutes. What do I do?

At VetLIVE.com, we understand that computers are not 100% reliable. If you should encounter this misfortune, you will not be re-charged for the completion of your live chat. If this should happen, just contact customercare@vetlive.com and we will make sure you get the answers you need.

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About VetLIVE Charity

Why does VetLIVE have a VetLIVE Charity and what is it?

The owners of VetLIVE.com are veterinarians who are dedicated to helping pets through both their medical advice and through charity. The veterinarian founders believe that technology offered through the Internet can and should be harnessed for charity for animals and underprivileged families. Just like the collection containers they had at the front desk of their practice, at checkout time you will have the option to donate to the VetLIVE Charity.

Due to the fact that the information technology infrastructure has already been built, VetLIVE Charity has a uniquely small cost associated with administering a charity. The only costs associated with administering the charity are the founder’s time (volunteered) and the cost of credit card transaction fees.

The best part about the VetLIVE Charitable Trust is that YOU get to vote where the money goes. Sign up to be on our VetLIVE Charity email list to receive up-to-date information on the Charities initiatives by clicking HERE.

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How can I donate to VetLIVE Charity without using one of their five services?

If you are interested in making a donation without using one of our services, please contact the administrators at VetLIVE Charity email or visit the VetLIVE Charity’s website.

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I represent a charitable organization. How can my organization be considered for involvement with the VetLIVE Charity?

If you represent a charitable organization and are interested in being considered for a donation from the trust, please contact our administrators at charity@vetlive.com for additional information.

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Registration and login

Do I have to register to ask a question?

Registration is required to make use of any of the five online services. Feel free to browse the rest of our site, our VetLIVE Charitable Trust center, our blog, and our tweets without registering with our site.

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What do I do if I forget my password?

You can retrieve your password by resetting your password through the “I forgot my password” link at your account login page. If you still have problems logging in, please contact the administrator at customercare@vetlive.com.

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What do I do if I have trouble logging in?

To log in, you will need to use your username and password that you entered when you registered for VetLIVE.com’s services. If you have registered and are unable to log in, then you need to check your password. If you can’t remember your password, please see the answer to the “what do I do if I forget my password?” question above. If you still are having problems logging in, please contact the administrator at customercare@vetlive.com.
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Payment options, your account and settings

What are the payment options for me?

VetLIVE offers secure payment through Google Checkout and PayPal. These services accept all major credit cards. Non-Canadian international customers will need to use PayPal that offers international payment services. All payments are in US dollars (USD). If you would like direct withdrawal from your bank account we recommend using PayPal who offers that secure option.

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I am unsatisfied with my answer, how can I get a refund?

If you are not happy with the service, you will need to contact customer care at customercare@vetlive.com. A review of your question and the answer you received will be carried out by one of our medical directors. If the answer is incomplete or inadequate, you will receive a full refund in addition to a better answer and an apology.

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How do I change my account settings, password, and username?

To change your account settings, you need to log in to your account. On your account page you will find many options for changing your settings including changing your username, password, email address, phone number, pet information, account status, etc. etc.

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How do I edit my pet’s information or delete my account?

To edit your pet’s information or delete your account, you need to log in to your account page. On your account page you will find these options. If you should delete your account, we would appreciate if you could leave us feedback as to why you are deleting your account so that we can provide better customer service in the future.
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Disclaimer: Although the experts on this site are licensed veterinarians, VetLive.com, LLC neither endorses nor guarantees that the information provided by them in their answer or on any other post on this site (“Posts”) is correct or relevant.  This website and its services are provided “as-is” with no warranty or representations by VetLive.com, LLC regarding the qualifications of Experts.  VetLive.com is not responsible for Posts and the Posts are not intended to substitute for regular veterinary care or emergency veterinary care.   VetLive is for educational and entertainment purposes only. VetLive.com is not intended or designed for emergencies or to treat, diagnose, or prescribe medicine for your pet. If your pet has a medical problem or has been in an accident, please contact your local veterinarian or bring your pet to an emergency hospital for immediate in-person, qualified care. Please note that your access to and use of this site is subject to the additional Terms of Service.  Please carefully read the Terms of Service.