Dutch Frequently Asked Questions

Dutch is an online veterinary pet telehealth service, created by pet parents and board-certified veterinary specialists. We use a science-backed approach to provide pets relief for their everyday physical and behavioral health issues. Dutch connects you with licensed veterinarians over video chat and messaging to help you get care for your dog or cat quickly wherever you are — without the stress or expense of a vet visit. We also partner with pharmacies who can deliver prescription medication (in applicable states only) and over-the-counter treatments directly to your door. Dutch isn’t a veterinary practice or pharmacy, but a company that helps facilitate these services for pet parents to make veterinary care more accessible to all.

Dutch is for dog and cat owners wanting a more cost effective and timely way to handle common pet issues. We eliminate the unnecessary vet visit as well as the stress related to getting your pet to the vet. The Dutch experience is designed to connect you with a vet via video call for general advice and recommended OTC product offerings. In certain states, vets may prescribe medication and therapeutics and our partner pharmacy will ship it right to your door.

When booking a video call with a vet, you'll be asked a few questions about your pet’s health issue. Depending on the issue, you may also be asked to fill out a longer questionnaire about their symptoms and share photographs of them so our veterinarians can better understand what’s going on. You’ll then pick an appointment time that works best for you.

During your video call, one of our licensed veterinarians will talk to you about the symptoms your pet is experiencing, ask you questions, review your pet’s medical history if you’ve provided it, and answer any questions you have. The vet will ask to see your pet and their environment. And they may ask you to perform some simple checks on them if needed.

After your video call, the vet will send you a message with a custom treatment plan to help your pet feel better, including a link to buy any recommended prescription or over-the-counter medications. Place your order and we’ll ship it free.

Veterinary telemedicine involves the use of electronic communications to enable you to share medical information about your pet with a veterinarian in a different location for the purpose of enabling the provider to evaluate, diagnose, consult, and provide treatment for the pet. Veterinary telemedicine allows our providers to establish a veterinarian-client-patient relationship (VCPR), much as they would during a traditional face-to-face appointment. This can be done synchronously using phone calls and video chats. It can also be done asynchronously via email, SMS (Text), and uploaded photos and videos. Dutch, in particular, connects patients to vets asynchronously and by telephone. As part of your pet’s evaluation, Dutch-affiliated vets may also request photos and videos of your pet in their home environment as part of their evaluation.

The benefits of veterinary telemedicine include improved access to veterinary medical services and care, including the expertise of specialists and consultants that may not otherwise be available to you and your pet. In some circumstances, veterinary telemedicine can increase efficiency in evaluations, diagnoses, consultations, and treatment.

The potential risks associated with the use of veterinary telemedicine can include delays in veterinary medical evaluation and treatment due to equipment failures or information transmission deficiencies (such as poor image resolution); breach of privacy of personally identifiable information due to security breaches or failures; and adverse drug interactions, allergic reactions, complications, or other errors with respect to your pet due to your failure to provide complete medical information or records regarding your pet. Furthermore, in some situations, veterinary telemedicine is not an appropriate method of care. The Dutch-affiliated veterinarian may refer you to a local veterinarian if they determine an in-person visit will be in the best interest of your pet.

No. Dutch is intended for non-emergency use only. If your pet is in an urgent or life threatening condition, we recommend you seek in-person emergency veterinary care immediately.

No. A Dutch-affiliated vet will perform an evaluation on your pet and write a prescription for your pet if they deem it safe and appropriate.

Dutch is a monthly pet health membership service that includes unlimited access to a Dutch-affiliated vet, and a combination of therapeutics, behavior training programs and medication (provided through our partner pharmacies), depending on your pet. All memberships can be paused or cancelled at any time.

Some states do allow veterinarians to form a veterinary-client-patient-relationship (VCPR) remotely. Dutch has built telemedicine technologies to enable veterinarians to take care of pets remotely in connection with anxiety and dermatology. The vet you work with will be licensed in the state where you are located and will provide care in accordance with state law.

Not necessarily. The initial visit with the Dutch-affiliated vet requires you to send answers to a variety of questions and upload photos of your pet. Once the Dutch-affiliated vet has reviewed them, they will get in touch with you through a secure messaging portal with any follow-up questions. If the vet determines that your pet is an appropriate candidate for receiving telehealth treatment, they will then proceed with prescribing a treatment plan. If not, they may recommend that you bring your pet to a local vet.

Not at this time. Our pricing is designed to offer a complementary option to in-person care. However, because Dutch has negotiated discounts with vets and pharmacies to provide these specialized treatments, we believe you will find treatment affordable without insurance.

Our licensed vets can virtually treat a wide array of issues, including anxiety, allergies, ear issues, urinary tract infections (UTIs), fleas and ticks, upset stomach, behavioral issues, and more. After your video call with the vet, they’ll send you a customized treatment plan that may include prescription medication, over-the-counter treatments, behavior therapy, and diet and/or enrichment advice. We strongly recommend that each pet parent maintain a relationship with a local vet for annual checkups and all of their pet’s other medical needs. We’re also happy to share your pet’s medical record with your local veterinarian.

Yes, our Dutch-affiliated veterinarians can transfer records electronically as long as we have your vet’s information.

We want to ensure your entire pet family is healthy so up to 5 pets are included in the price of your membership!

Please reach out to care@dutchpet.com and we'll get back to you within 1 business day. You can also manage your account directly by logging in with your Dutch account at https://www.dutch.com/account

Log in to https://www.dutch.com/account to manage your plan. Please note that once an order is processing at our pharmacy you cannot change your plan. That being said, you can always reach out to care@dutchpet.com for assistance. If needed, we can put you in touch with a Dutch-affiliated vet for a follow-up consultation.

If you move to a state that we are licensed in, you will be able to continue to seek treatment from a Dutch-affiliated physician who is licensed in that state. If your new address is in a state that we are not yet operating in, we will have to pause your treatment until we are active in that state and have a licensed vet who can treat your pet.

Yes, you can delay orders by logging into https://www.dutch.com/account any time before an order has shipped from our pharmacy.

You will be asked to approve any medications that the vet recommends for your pet. Only upon approval will you be charged for these medications.

All sales and payments are final and are not eligible for refunds. If you'd like to discuss your order please reach out to care@dutch.com and we'd be happy to help.

Go to the Dutch login page and hit the forgot password link. Then head to your email where you'll receive an email with instructions to reset your password.

All of our memberships are billed on a recurring subscription basis. You have the choice of a monthly membership ($30/mo) or an annual membership ($144/yr equivalent to $12/mo). Our memberships give you access to unlimited video calls and messaging with Dutch-affiliated veterinarians, exclusive prescription pricing, access to our online store, and free standard shipping on every order. As with other subscription services, you’re billed to keep your subscription active regardless of use. In order to continue offering unlimited vet care at such an affordable price, we don’t allow refunds for subscriptions. Additionally, due to the medical nature of our products, they’re not returnable and all sales are final.

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every two weeks without any interest.

Simply shop online and add items to your cart and checkout as normal. At the checkout, choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details. Returning customers can simply log in to Afterpay to make your purchase.

Please note that all items in your cart must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Afterpay is only offered to our customers who have a U.S. billing address, U.S. shipping address, a U.S. Visa or Mastercard or American Express (credit or debit card), and a U.S. mobile phone number.

Afterpay can only be used for product purchases made on dutch.com and the Dutch Annual membership. Afterpay cannot be used for a Dutch Monthly membership.

Sign up for an Annual membership or order products through your Dutch account as usual — just choose "Afterpay" as your payment method at checkout, register with Afterpay, and provide payment details (they accept Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account and complete your order — it’s that easy!

Please note: All items in your cart must be eligible for Afterpay, and the total value must be between $1 and $2,000.

All Afterpay customers are required to make their first payment at the time of purchase. Three remaining installment payments are deducted automatically from your selected payment method every two weeks. If you’d like to make additional unscheduled payments before they’re due, you may log in to Afterpay to make your payments early. Afterpay will then adjust your amount owed accordingly.

You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

Like any Dutch prescription or over-the-counter product order, Afterpay orders are delivered within our standard shipping timeframes. Visit Shipping Information for more details.

Afterpay is not available on purchases of Dutch Monthly memberships, but is available on Annual memberships as well as product orders from our store.

Visit the Afterpay website here for a comprehensive list of FAQs. Check out Afterpay’s Privacy Policy here.

If you have a question about your Afterpay account or order, please contact Afterpay's customer support at info@afterpay.com, call the Afterpay toll-free Customer Support line at 855-289-6014, or use the contact form here.

When booking a video call with a vet, you'll be asked a few questions about your pet’s health issue. Depending on the issue, you may also be asked to fill out a longer questionnaire about their symptoms and share photographs of them so our veterinarians can better understand what’s going on. You’ll then pick an appointment time that works best for you.

During your video call, one of our licensed veterinarians will talk to you about the symptoms your pet is experiencing, ask you questions, review your pet’s medical history if you’ve provided it, and answer any questions you have. The vet will ask to see your pet and their environment. And they may ask you to perform some simple checks on them if needed.

After your video call, the vet will send you a message with a custom treatment plan to help your pet feel better, including a link to buy any recommended prescription or over-the-counter medications. Place your order and we’ll ship it free.

All monthly memberships begin at $12 per month - this includes unlimited access to video calls with vets and unlimited messaging for all of your pets. Medications and OTC products are price a la carte.

During a video call with a vet you can show your pet directly via your phone or web cam. As part of the Health Assessment for allergies and anxiety, you will upload photos of your pet so that our affiliated vets can treat them accordingly!

State regulations around veterinary telemedicine vary and evolve. To see if prescriptions are available where you live, please select your state during registration and we’ll let you know if we can't prescribe medication there. Questions? Email care@dutch.com.

Our vets treat dogs and cats. Your membership includes up to 5 pets.

Yes. Our vets can recommend medications (including prescription medications in many states), which you can buy directly from our online pharmacy. Shipping is always free.

Dutch is a virtual-only veterinary service. If your pet needs to be seen in person, our vets will recommend that you take them to an in-person clinic or pet hospital.

Dutch is not pet insurance, and we don’t have restrictions around preexisting conditions. Our vets are happy to provide consultations for any pet health conditions, whether they’re new or chronic. If you have medical records from previous vet visits, you can upload them in your Dutch account so our vets can see your pet's full medical history.

Your membership benefit includes unlimited video calls and messaging with our licensed vets at no cost to you. If your pet needs any medications or other treatments, you’ll need to pay for those. Shipping from our pharmacy is free.

Companies interested in offering Dutch as a benefit can learn more and connect with us on our employer benefits page.

Dutch is not a pharmacy and does not sell any prescription medications. Instead, Dutch partners with mail-order pharmacies who are able to ship your pet’s medications right to your door.

Yes. You can fill any prescription approved by a Dutch-affiliated vet at the pharmacy of your choice and some transfers may require a $10 processing fee. However, by utilizing Dutch’s partner pharmacy you can gain access to discounts and get medication delivered directly to your door. If you would like to use a non-affiliated pharmacy, you can request this transfer during your appointment with your vet or emailcare@dutch.com.

This depends on the laws of the state you live in. Many states allow vets to prescribe medication virtually, while others don’t.

If your state allows virtual prescribing, you can use the Dutch platform to book an appointment with a veterinarian licensed in your state who can prescribe medication for your pet if needed. Dutch will transfer the prescription to our partner pharmacy who will deliver the medication directly to you with free shipping.If your state doesn’t currently allow medications to be prescribed virtually, a Dutch membership gives you fast access to vets who can provide information for an array of health and behavioral issues as well as preventive care and over-the-counter treatment options — right from the comfort of home. This can help you avoid unnecessary vet visits and stress.

While it would be great if every animal responded the same way to each treatment, it is not uncommon to need to alter our treatment plan for each pet's unique needs and genetic makeup. All follow-up consultations are included in a Dutch membership so we can find the right treatment combination for your pet and make adjustments as needed over time.

If prescribed, you can access a Dutch-affiliated vet anytime by going to your Dutch account to discuss your treatment plan. Additionally our pharmacy can be reached at 1-800-748-7001 or by mailing Health Warehouse, 7107 Industrial Rd, Florence, KY 41042

Once you place your order, we’ll send it to our pharmacy in Kentucky for prescription verification and fulfillment. Processing typically takes 1 business day for expedited and rush orders and 1–2 business days for ground shipping orders, excluding weekends.

Once shipped, orders can take 1–5 business days to be delivered, depending on the shipping speed you choose and your location.

If you tried to use a promotion code or coupon for your first order and it didn't apply, don't worry — we're happy to help. Just reach out to care@dutch.com and we'll make it right.

How quickly you get your order depends on a few factors, including the shipping speed you choose. We offer three shipping options: USPS Ground (free), expedited ($10), and rush ($30).

Once you place your order, we’ll send it to our pharmacy in Kentucky for prescription verification and fulfillment. Processing typically takes 1 business day for expedited and rush orders and 1–2 business days for ground shipping orders, excluding weekends.

Once shipped, orders can take 1–5 business days to be delivered, depending on the shipping speed you choose and your location.

No. Standard ground shipping is included as part of your Dutch membership!

Unfortunately we cannot accept returns of prescription products for reuse or resale and all sales are final. Feel free to reach out to us at care@dutch.com if you want to discuss your order with us!

If your order has not arrived within 5-7 business days from the day you received your tracking number, or if your order arrived but was damaged or missing an item, please reach out and let us know. Our team will do everything we can to track down your products or work with our partner pharmacy to get a replacement out to you ASAP!

We offer free ground shipping on all orders, but you can choose to upgrade to expedited shipping ($10) or rush shipping ($30). Expedited shipping typically arrives in 1–3 business days and rush shipping in 1 business day.

Once your vet has recommended a treatment plan, just choose your shipping preference at checkout. Please note that any orders processed after 1pm ET on Friday won’t ship until the following Monday. If you need any help, reach out to care@dutch.com and we’ll get back to you.

The Dutch membership starts at $12 per month for unlimited access to the vet. No more long waits for appointments or surprise bills.

In addition to the base membership plan, our veterinarians may also recommend additional medication (Rx and/or OTC) that you will have the option of adding to your plan at an additional cost.

Nothing. Follow-up consultations with a Dutch-affiliated vet are included in your monthly membership — there are no additional fees!

Our membership plans are billed on either a monthly basis or you can Save over 60% by selecting an annual plan. Treatment plans are billed on a monthly basis. You can manage your membership at any time by going to your Dutch account.

Telehealth can be a safe and effective means for treating certain conditions in our pets. Due to the negative reaction and stress some pets encounter with trips to a traditional vet office, telehealth can be a helpful alternative. However, due to the limitations of virtual care, telehealth cannot replace your local veterinarian.

Our partner pharmacy, that has been accredited by the National Association of Boards of Pharmacy© (NABP©), is licensed and accredited with all 50 State Boards of Pharmacy, and is LegitScript certified, stores the medication.

With every treatment plan and medication prescribed, your Dutch-affiliated vet will provide a thorough list of benefits and discuss any potential side effects.

If it is an emergency, you should immediately take your pet to an emergency veterinary clinic. Otherwise, you can follow up with your Dutch-affiliated vet by sending a message via your Dutch account portal.

No, our Dutch-affiliated vets will examine each pet on a case by case basis and provide a tailored recommendation combining therapeutics, medication, and behavior therapy based on their health and the information provided during the visit.

Based on the results of the online consultation and the diagnosis made, the Dutch-affiliated veterinarian will recommend certain medications and behavior modifications to improve the mental health of your pet. The goal is to calm the fearful, anxious, or stressed brain in the short-term with medications and to create lasting change with behavior and environmental enrichment.

Based on the results of the online consultation and the diagnosis made, the Dutch-affiliated veterinarian will recommend certain medications and therapies to stop the itch and improve the overall health of the skin. The goal is to prevent further trauma to the skin in the short term by allowing it to heal, then preventing itch in the long term by getting to the root cause of the problem that is driving the itch response.

The medications Dutch-affiliated vets may recommend for your pet are chosen based on the best available science and recommendations by experts in the field. Depending on the condition and medication chosen, results can be seen within 24 hours for some therapies and up to 4-6 weeks for others.

All therapies administered should be done in a positive manner to reinforce that this is good for them and not a punishment. Some pills are flavored which makes treatment easier. If not flavored, many pills and capsules can be hidden in various treats that many pets will readily accept.

If you are struggling to give your pet the prescribed medication, reach out for a follow-up consultation with your vet to see if there is an alternative treatment that can be prescribed.

Diarrhea can occur as the result of some treatments. If this occurs soon after using the prescribed medication, please consult your treatment plan for recommendations and reach out to your Dutch-affiliated vet and we'll get back to you within 1 business day.

Loss of appetite can occur as the result of some treatments. If this occurs soon after using the prescribed medication, please consult your treatment plan for recommendations and reach out to your Dutch-affiliated vet and we'll get back to you within 1 business day.

Yes, all affiliated vets are licensed to practice in your state. Some even have their own practices outside of their affiliation with Dutch where they provide primary care to pets in person!

It's entirely up to you! But, it is always beneficial for your primary vet to know about all treatment that your pet is receiving and medications they may be taking. The Dutch-affiliated vet will always keep a record of your pet's medical history and visits and can give you that information at any time for you or your vet to review.

We work with U.S. licensed vets around the country and you will be paired with those who best align with your preferred scheduled video call time. If you are seeking a prescription for anxiety or allergies, Dutch will match your locations with one of our Dutch-affiliated vets licensed in your state.

We work with licensed vets in every state that we operate in. For example, if you're based in New York, a New York-licensed vet will provide your pet's care.

In some states, Margot Health, P.C. is a veterinary practice that employs or engages veterinarians to provide professional services for customers of the Dutch Pet, Inc. platform. Dutch Pet, Inc. provides administrative and other non-clinical services for Margot Health, P.C. All veterinary services provided to your pets are the sole responsibility of Margot Health, P.C. In other states, Dutch is affiliated with independent veterinarians who have agreed to be available to provide services to customers of Dutch Pet, Inc. In all cases, the veterinarian is solely in charge of assessing whether or not your pet is a good fit for care and treatment via telemedicine.

Our treatment plans have been validated and are overseen by board-certified specialists in the field. Each treatment plan is customized for the individual pet by a vet licensed in the state where the pet parent is located.

Vets typically reply within 1-2 business days.

For those states requiring video, once you have signed up for a membership you will be prompted to schedule a video call with a vet. For all other states (NY, PA, MI, IN, ID, S.D., VA), you can message your vet anytime through your membership messaging portal.

No. Dutch is a complementary service for specific pet health conditions and we encourage you to continue your relationship with your current vet for all other purposes including yearly exams, shots, and urgent care.

We encourage you to reach out to your vet whenever suits you. Dutch-affiliated vets will automatically check-in on your treatment plan 2 weeks after your initial visit and monthly thereafter.

We are always interested in talking to licensed veterinarians! If you have a valid veterinary license, DEA license and are able to treat pets in one (or more) of our active states, we'd love to hear from you. Please email careers@dutch.com to start a conversation.

Pet insurance reimburses you for eligible costs on your veterinary bills, depending on the type of insurance that you have and your policy details. Like most types of insurance, there’s typically a deductible, which is an amount you must pay yourself before you can start getting reimbursed. There are generally three types of pet insurance: illnesses + accident plans, wellness plans, and accident-only plans. The insurance in the Dutch Annual + Insurance plan is accident-only coverage.

Pet insurance helps you afford the best course of treatment, protects against major financial setbacks, and can give you peace of mind as a pet parent. Having a pet insurance plan can help you to focus on getting the best care for your pet without worrying about the financial burden.

The insurance available through our Annual + Insurance plan is an accident-only plan with coverage up to $10,000/year. This means the insurance covers in-person vet costs for your pet due to accidents (such as a car accident, eating something toxic, breaking a bone, or an animal bite), but not regular illnesses or preventive care. You can use this coverage for multiple accidents affecting the covered pet within a year of the policy starting until you reach the $10,000 limit.

When an accident happens, you can go to any vet in the U.S. — no need to talk to one of our vets or Pets Best (our insurance partner) first. You pay the vet, then submit your claim through the Pets Best app or website. They’ll process the claim, then reimburse you for eligible costs after you meet the $250 annual deductible and 10% coinsurance. Can’t pay the vet bill upfront? You can use the Vet Direct Pay option to have the vet get paid directly by Pets Best.

For full details on how the plan works and what’s covered, see the sample policy.

Please note: Our insurance plan is currently not available for residents of Washington, Maine, Rhode Island, New Jersey, and California.

Dutch’s emergency insurance is provided through our partner Pets Best, one of the top pet insurance providers in the country.

Your accident-only insurance coverage automatically becomes active on the first of the month after you sign up for the Annual + Insurance plan.

While you can get unlimited virtual care from our vets for up to 5 pets with the Annual + Insurance plan, the insurance portion of the plan only covers the first pet that you sign up. We plan to offer an option to get insurance for additional pets in the near future.

When an accident happens, you can go to any vet in the U.S. — no need to talk to one of our vets or Pets Best (our insurance partner) first. You pay the vet, then submit your claim through the Pets Best app or website. You don’t need to submit any medical records unless they ask for them. They’ll process the claim, then reimburse you for eligible costs after you meet the $250 deductible and 10% coinsurance.

Can’t pay the vet bill upfront? If your vet is willing to extend credit, you can use the Vet Direct Pay option to have the vet get paid directly by Pets Best so you don’t have to worry about paying an expensive vet bill.

The Accident plan covers the treatment of accidents, including exams, X-rays, surgeries, hospitalization, and medications. In addition to the exclusions listed below, the Accident plan does not cover any illnesses, routine care, acupuncture, or chiropractic treatment.

What’s covered

Accidents that result in:

1. Trauma
2. Poisoning
3. Bite (animal, insect, snake)
4. Hit by car or moving vehicle
5. Foreign body ingestion
6. Bone fracture
7. Laceration, cut, abrasion
8. Wound
9. Torn nail
10. Medical problems directly attributable to accidental injury

What’s not covered

Accident policies do not cover preexisting injuries, cruciate ligament injuries, or any illnesses or diseases, including infectious bacterial or viral disease, parasitic infection, metabolic disorder, or cancer.

For full details on how the plan works and what’s covered, see the sample policy.

If you want to cancel the active insurance portion of your membership, you can reach out to care@dutch.com or Pets Best. Pets Best will send you a check with a prorated refund for the remaining balance of time. In order to continue offering unlimited vet care at such an affordable price, we don’t allow refunds for the non-insurance portion of your annual membership.