Our online vet support service is designed to assist pet owners with general, non-urgent questions related to prescription diets and pet nutrition.

This service supports customers who have already received a veterinary recommendation for a prescription diet and would like help understanding product usage, feeding guidelines, or general suitability.

No.

This service does not provide veterinary diagnosis, medical treatment, prescriptions, or emergency care, and it does not replace an in-person veterinary consultation.

This service does not establish a new veterinarian-client-patient relationship.

Prescription diet products are intended to be used based on an existing veterinarian-client-patient relationship with the pet’s treating veterinarian.

Customer enquiries are reviewed by a registered veterinarian in Australia as part of our supporting veterinary service.

This support is provided free of charge and is limited to general nutrition and prescription diet–related information.

This service is suitable for general, non-urgent questions, including:

Understanding prescription diet indications

Feeding guidelines and transition advice

General pet nutrition questions

Clarifying how a prescription diet aligns with an existing veterinary recommendation

This service is not suitable for:

Emergency or urgent health concerns

Diagnosing illness or pain

Prescribing medication or treatment

Acute or rapidly worsening symptoms such as collapse, breathing difficulty, seizures, or severe vomiting or diarrhoea

You can submit your question by completing our enquiry form and providing your contact details.

Your enquiry will be reviewed by our supporting veterinary team.

If an enquiry is received during business hours on a business day, we aim to respond by the end of that business day.

Enquiries received outside business hours will be responded to by the end of the next business day.

This service is not monitored continuously.

To ensure appropriate handling of enquiries, questions are submitted via our enquiry form and reviewed by our supporting veterinarians.

Responses are provided within the stated timeframe.

If your pet’s condition worsens or you are concerned about pain, distress, vomiting, diarrhoea, breathing difficulty, collapse, or any rapidly progressing symptoms:

Do not wait for our response.
Please contact your local veterinary clinic or an emergency animal hospital immediately.

Yes.

This service supports general nutrition and prescription diet questions for both dogs and cats, provided the enquiry is non-urgent and based on an existing veterinary recommendation.