You will be required to make a payment in order to submit a booking request through our platform. We accept online payments through Online Banking, GCash, GrabPay, Paypal and more.

If you'd like to pay via Bank Transfer, message us through the PetMed PH or Facebook icon below. You may also reach us at petcare@petmed.ph

Rescheduling your appointment should be made more than 12 hours prior to your original schedule. Any rescheduling within 12 hours of the appointment time will be subject to availability/approval. No fees will be collected if you wish to reschedule for the first (1) time.

For any concerns, kindly email our customer support team at petcare@petmed.ph with your booking details

PetMed adheres to a 12-hour cancellation policy. Any cancellations with less than 12 hours notice are subject to a cancellation fee amounting to the cost of the scheduled service.

For any cancellation requests, kindly email our customer support team at petcare@petmed.ph with your booking details.

Each appointment will last for 30 minutes, one (1) pet per appointment.

When we receive your booking, our support team will contact our PetMed Vets and match you to one who is available/suitable or you may choose your preferred vet. Once the booking is confirmed, you will receive a confirmation email.

In the event that there are no vets available for a consultation at the preferred timing, our support staff will contact you to either reschedule to an alternate timing when our PetMed is available or to cancel the video call booking.

Patients are asked to arrive to their appointments before their scheduled appointment time. If a patient arrives more than 15 minutes late for their appointment, appointment will be subject to “no show appointments and/or canceled appointments.”

During a video call, our vets may prescribe medication to your pet. Our vets will walk you through the treatment plan during the consultation and you will receive an email notification with regards to your prescription.

Yes, all orders of prescription medicines should be accompanied by a valid prescription from a Licensed Veterinarian. You may directly upload your prescription on the site after placing your order and our dedicated pharmacist will validate and contact you if necessary.

You can request a medication refill for prescription only and over-the-counter items through www.PetMed.ph  A valid prescription will be required to process prescription only items. If you don't have one, you can book a video consultation with one of our vets to approve your refill request.

Please read the directions on the medication packet carefully and administer the treatment accordingly. If further clarification is needed, please contact our customer service hotline or email.

Video consults are generally suitable for pet care advice and veterinary opinions for triaging general medical conditions, chronic disease management and behavioral issues. Our vets are extensively trained on conditions that are suitable for telemedicine. If at any time during the call, the attending vet finds that further examination or investigations are necessary, they will advise you on follow-up procedures, which may include a visit to your usual vet clinic or an emergency clinic.

If you are not sure of what your pet needs, we recommend starting with a video call, so that our vet can guide you.

If at any time your video call is disconnected, please reload the screen and you will be reconnected to the call. If you are logged out, please sign in again and click into the video link in MyProfile>Schedule or check your confirmation email link. If the problem persists, please email our customer support team at petcare@petmed.ph

Please prepare the following items for your video consultation:

• Past medical record 
• Weighing scale (if available)
• A treat for your pet
• A well-lit area for your pet to be assessed clearly

For video calls, we would advise that your pet be present so that our vets can properly diagnose and prescribe a treatment plan if necessary. If you have a general question, our vets can provide advice and guidance without your pet being present. 

A vet will assess your pet via teleconsult and choose to:

• Provide advice;
• Prescribe medications/treatment;
• Recommend referral to a clinic.

 Please note not all conditions are suitable for treatment via teleconsultation, and our vets are dedicated to providing the best advice and care. As such, our vets may sometimes recommend that you visit a vet clinic for advanced diagnostics or treatments. At the end of each consultation, you will receive a summary via your registered email address.

PetMed has partnered with several reputable general practices and emergency veterinary clinics so that referral for more further tests or treatments can be done seamlessly. We can also refer your pet to its usual veterinarian, providing them with the formal medical history and preliminary assessment our vets have obtained from the video call.

*Please note that for all referrals, costs incurred for further diagnostics, treatment and medication will be charged by the clinic. For referral to non-partner clinics, the usual consultation fee will be charged by the clinic during your visit.

PetMed offers teleadvice, teletriage and teleconsultation services where we have local vets available.

For overseas consults where we do NOT have a locally registered vet, we can provide teleadvice and teletriage safely. This is especially useful for remote locations with no local veterinary support.