tab_menu purple-logo-smp

FAQs

    • About ZumVet

    • What is ZumVet?

      ZumVet provides easy & convenient access to affordable veterinary animal healthcare through:


      • Video consultations via our platform
      • Medication purchase/delivery

       

      Modernising pet healthcare, to suit your lifestyle

    • Who can use ZumVet?

      Anyone who is based in Singapore and concerned about the health and wellness of their beloved pet(s) can use ZumVet. However, anyone below the age of 18 must be accompanied by an adult during the video consultation.


      ZumVet recommends that the main caretaker(s) of the pet(s) are present during the video consultation. In cases where the main caretaker(s) are not able attend the consultation, and has someone else attending the video consultation on their behalf, the responsibility lies with the client to provide as much information as possible. If the attending vet is unable to properly assess the pet’s condition due to incomplete information being provided, they may recommend that the main caretaker(s) book another video consultation.

    • Tell me more about ZumVet's vets.

      All our vets must have a valid veterinary license from NParks/AVS and extensive experience in a clinical setting. In order to practice on ZumVet, selected vets undergo an onboarding process and ongoing education to ensure they are qualified to deliver consistent care via our platform.

    • What kind of device do I need to use the ZumVet platform?

      ZumVet is accessible on desk tops and laptops, and mobile phones. Please ensure that you are connected to the internet. Where possible, we recommend using WiFi for a more stable connection.

       

      You can visit our online consultation site at zumvet.com to book an appointment to consult with our vets, as well as access your pet's digital records.

       

      You can also download the online consultation platform via our official ZumVet App available on both the AppStore on iOS devices, and PlayStore on Android devices.

    • Appointments

    • How do I make payment for online vet services?

      You will be required to make a payment in order to submit a booking request through our platform. We accept online payments through Visa or MasterCard.

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

      * The video call fee is not inclusive of your in-clinic consultation fee.

    • How can I cancel or reschedule my online vet appointment?

      ZumVet adheres to a 24-hour cancellation policy. Any cancellations with less than 24 hours notice are subject to a cancellation fee amounting to the cost of the scheduled service.

      Any rescheduling within 24 hours of the appointment time will be subject to a $10 rescheduling fee. For any cancellation or rescheduling requests, kindly email our customer support team at [email protected] with your booking details.

    • I have not received a confirmation for my booking. Please advise.

      When we receive your booking, our support team will assign an available vet to your booking request. Once the booking is confirmed, you will receive a confirmation email with the link to join the online video call at the appointed time included.

       

      In the event that there are no vets available for a consult at the preferred timing, our support staff will contact you to offer alternate timings when our vets are available, or (if alternative timings are not suitable or are too far away) to cancel the video call booking.

       

    • How do I make an appointment?

      Booking an appointment* with ZumVet is simple.

       

      1. Go to https://zumvet.com/

      2. Click "Book Now"

      3. Select your preferred service between a Video Call or Medication Refill

       

      *An account is required before you can make a booking.

    • Medication & Prescription

    • Can medication be prescribed through the platform?

      During an online video call, our vets may prescribe medication for your pet, depending on the condition of 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 within 1.5 hours from the end of the consultation. You will be required to pay the cost of the medication to confirm delivery arrangements.

    • Can I purchase medication through the platform?

      We do not currently sell medication through our online channels.


      However, if you have a valid prescription, feel free to bring it to our physical clinic at Blk 416 Ang Mo Kio Ave 10, #01-973, Singapore 560416.


      You can also call ahead to check if they carry the prescription that you're looking for before you head down, and their hotline is 65130683.

    • How will my medication be delivered and what do I need to prepare?

      If you have purchased medication through our platform, you should expect to receive your delivery within your selected delivery time slots.

      Our delivery time slots are 11am-3pm, and 6pm-10pm daily, and you can expect to have your item reach you on the same day if you are able to purchase before 5pm. 

      If you have purchased temperature-sensitive medication, our support staff will contact you to make the appropriate arrangements. The person receiving the package should have the Booking ID ready to present to the courier. Please be available to receive your delivery - in case of an unsuccessful delivery, there will be a $10 re-delivery fee. Do contact our support staff if there are any changes to the delivery address or the registered address in your ZumVet account.

    • How do I administer/apply the prescribed medication to my pet?

      All medications prescribed by ZumVet comes with proper instructions to guide you on administering/applying the medication correctly. If further clarification is needed, you may contact our customer service hotline for assistance.

    • Can I purchase heartworm preventative medications through the platform?

      We have a variety of heartworm preventatives such as Nexgard Spectra and Heartgard. You are now able to purchase them via our official e-commerce store, ZumShop and arrange for them to be delivered to you! Just note that you'll be required to fill up a questionnaire to ensure that the heartworm preventatives will be safe for your dog's consumption. The link to the questionnaire can be found on the product page.


      Alternatively, our customer support team will also be in touch to share the questionnaire with you to ensure that you complete the questionnaire.


      Once our vets approve the heartworm preventative request, we will then proceed to arrange delivery accordingly for you!

       

      In the event that you are not sure if your pet should continue on heartworm prevention, we highly recommend speaking to one of our vets via an online video call.

       

    • Can I still change delivery address after purchasing the prescribed medications?

      Please reach out via our live chat service, or call our Customer Support hotline at +65 3158 3942 as soon as possible if you need to change your delivery address in order for us to assist you further.


      In the event that there is a change in delivery address after the prescribed medication has already been collected by the courier, the prescribed medication will be returned to the warehouse. A re-delivery can be arranged at the cost of $20 (before GST).

    • Video Calls

    • Is a video call with a vet online suitable for my pet?

      Video consults are generally suitable for pet care advice and veterinary opinions for triaging general medical conditions, chronic disease management and behavioural 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.

       

    • What should I do if my video call consultation with a vet got disconnected?

      If at any time your video call is disconnected, please try reloading the screen and you should be reconnected to the call. If you are logged out, please sign in again and click into the video link in Active Bookings.

       

      If the problem persists, please contact our customer support team via a call at 3158 3942, or via email to [email protected].

    • What do I need to prepare before a video call consultation with one of your vets online?

      To ensure the best consultation experience with our vets, we recommend preparing the following:

       

      - Your pet's past medical records

      - A weighing scale, if available

      - A treat for your pet to keep them calm and comfortable

      - A well-lit area where your pet can be clearly assessed by the vet.

    • Does my pet need to be present during the online vet consultation?

      We would advise that your pet be present so that our vets can properly diagnose and prescribe a treatment plan, if necessary.

       

      However, should you have a general question, our vets can provide advice and guidance without your pet being present.

    • What happens during a video call with one of your vets online?

      A vet will assess your pet via teleconsult and, based on their professional evaluation, will be able to:

      • Provide advice
      • Prescribe medication/treatment
      • Recommend a referral to a clinic


      Our vets are dedicated to providing the best advice and it is important to note that not all conditions are suitable for treatment via a video teleconsultation. In some cases, our vets may recommend that you visit a vet clinic for advanced diagnostics or treatments.

       

      Following each consultation, a summary of the assessment and recommendations will be sent to your registered email address.

    • What happens if my pet's condition cannot be diagnosed through the online video consultation?

      If your attending vet feels that, based on his/her professional opinion, your pet requires further physical tests and/or treatments, the vet will provide you with a referral letter, which will be emailed to you after the consultation.

      If necessary, either you or the physical clinic that you go to can contact our support staff via a call at 3158 3942, or via email to [email protected], to request for any past medical history regarding your pet that has been recorded in our platform. You will also be able to view it via your pet's profile under your account.

       

      *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.

    • Can I engage ZumVet's online vet services if we are not based in Singapore?

      ZumVet provides teleadvice, teletriage, and teleconsultation services with the assistance of locally-registered veterinarians in Singapore and Indonesia.

       

      In situations where we don't have a locally-registered veterinarian, we can still offer safe teleadvice and teletriage services for consultations conducted overseas. This is particularly beneficial for pet owners in remote locations with no access to local veterinary support.

       

    • What kind of illnesses can you treat over a video call?

      Our vets are professionaly qualified and experienced to advise on a wide range of pet health problems that include (not limited to) fur and skin issues, vomiting, diarrhoea, coughing, sneezing, wounds, allergies, ear infections, minor eye issues, as well as any general health advice you might be seeking for your pet.

       

      However, if your pet is experiencing an emergency situation such as breathing difficulties, choking, motor accidents, seizures, etc, you will need to take your pet to an in-clinic vet immediately.

    • Can video calls be conducted in other languages besides English?

      Our consultations are conducted in English. If any other languages are preferred, please note that we are unable to guarantee that our vets will be able to proceed with the consultation.

    • Can I consult with a vet via video call to get the vet to provide a health certificate for me to buy insurance for my pet?

      Regarding obtaining health certificates to apply for pet insurance through just a video call, it would be best to check with the insurance provider as we understand that different insurance providers have different requirements.


      Should you decide to go ahead to book a video call to obtain a health certificate to buy insurance for your furkid, we will not be held accountable in case the insurance company does not accept certificates provided through a video call, especially if they require more physical check results.

    • House Calls

    • What are the home-based services you provide?

      Our Zumvet team provides:
      - Wellness exams (annual check-up for pets) + routine preventative care
      - Home consultation + physical examination
      - Microchipping
      - Vaccinations
      - Blood taking
      - Sample collection - fine needle aspirates, skin scraping, tumour impression smears, dermatophyte testing
      - Administration of vaccinations
      - SC infusions
      - SC medications
      - Wound cleaning 
      - Nail clipping
      - Ear cleaning

      If you have specific requests, do get in contact with us and we would be happy to assist you.

    • Cancellation Policies

    • Rescheduling

      Please inform our support staff if you would like to reschedule your booking.  


      You can reschedule your video consultation with no additional charges, if you inform us more than 24 hours ahead of your assigned booking time. Rescheduling a video consultation less than 24 hours from assigned booking time will incur a $10 rescheduling fee. You cannot reschedule an appointment after the assigned booking time.

    • Cancellations and Refunds

      Video Consult

      Unconfirmed video consult bookings (no vet assigned) can be cancelled with a full refund. Confirmed video consultation bookings cancelled more than 24 hours from assigned booking time can be refunded, apart from a 5% administrative fee. Confirmed video consultation bookings cancelled less than 24 hours from assigned booking time are not refundable.


      Purchases

      All purchases are not refundable. Please ensure accuracy of your order before making payment.

    • I am late/forgot about my appointment

      Please note that our timings are according to GMT+8. If you do not show up or miss a confirmed booking, the services will be charged in full. 


      If you are late for your video consultation, the consultation will be considered as a no show or missed appointment. Our veterinarian may not be able to see you, as late arrivals will cause delays for our vets’ subsequent consultations. We reserve the right to charge for the service in full.

    • Delivery

      Delivery slots provided are an estimate of the time of delivery for your orders. Late orders will not be refunded and delivery fees are not refundable.


      If you require any additional delivery services (e.g. redelivery), ZumVet reserves the right to charge additional delivery fees.

    • Personal Data

    • Account Deletion

      To request the deletion of your account, please contact our customer support team. You can reach us by email at [email protected], or by using the chat widget on our website https://zumvet.com. When you contact our customer support, please provide them with your account information, such as your name, email address, phone number, and sufficient proof of your identity. Once your request has been processed, your account will be deleted.


      Data Deletion

      When you delete your account, the following data will be deleted:



      • Your personal information, such as your name, email address, and phone number
      • Your account history, such as your past orders and purchases
      • Your preferences, such as your language settings and notification preferences


      Data Retention

      Please note that the following data may be retained for a limited period of time due to mandatory regulations:



      • All health and medical records from past consultations done with us
      • Anonymous usage data, such as your browser type
      • This data is used to improve our services and to prevent fraud


      If you have any questions about our data retention policies, please contact our customer support team.