FAQs

• WHAT IS ITCH VIDEO VET?

  Itch Video Vet is a video vet service powered by FirstVet. As an Itch subscriber, you can access free video consultations with UK-registered vets whenever you need them*. You read that right! You can speak to an expert 24/7, for free, and there's no limit on the number of consultations.

• HOW DO I USE ITCH VIDEO VET?

  Using Itch Video Vet is easy peasy.
  
  1. Register with our partners, FirstVet
  Make sure you use the same email address and mobile phone number you use for Itch.

  2. Click "My pets"
  No need to fill any information, we'll have that sorted for you.

  3. Download the FirstVet app
  You can find it in Google and App stores.

  4. Book a video consultation
  All you have to do is select your pet, describe their symptoms and choose a time that suits you. You can upload pictures prior to the call if it will make it easier for the vet to assess your pet.

  5. Video call your vet
  FirstVet will send you a text message just before your call with the vet is scheduled to start. Log in to the FirstVet app on your phone or tablet. When it is time for your consultation to begin, you can enter the waiting room.

  6. Get treatment recommendations or referral to a local vet clinic
  FirstVet vets can help you solve your pet's health issues through simple at-home treatment recommendations. If your pet needs further treatment in a physical veterinary clinic they can help you find the best one in your area, and provide detailed clinical notes as part of the referral.

• WHEN CAN I ACCESS ITCH VIDEO VET?

  Itch Video Vet is available to Itch Flea customers from month 2 of your subscription.
  
  For customers who have Itch Flea + additional products (Itch Flea + Itch Wormer etc.), you can access Itch Video Vet as soon as your order is confirmed.

• WHAT CAN I USE ITCH VIDEO VET FOR?

  Anything you would discuss with your face to face vet. From advice to tummy problems, our experts are here for you. Here's a few examples of what can be discussed:

  • Small cuts or minor injuries

  • Intestinal issues (eg. vomiting, diarrhoea etc.)

  • Eye & ear problems

  • Coughing & sneezing

  • Minor injuries & accidents

  • Allergies & skin conditions / Itching & skin problems*

  
  Our vets provide advice and simple suggestions for things that you can do at home to help your pet. If your furry friend needs to visit a vet clinic for an examination or treatment, then you'll be directed to your registered vet.
  
  Please keep in mind that in an emergency, you should contact your nearest vet clinic.

  *Side Effects to Itch products
  If you suspect your pet is having an unusual reaction to an Itch product, please contact the Itch Customer Service team. They know our products inside and out and will be best suited to help you. You can reach them by emailing [email protected] or calling 020 3370 0905 8am-4pm Monday to Friday.

• CAN I GET A PRESCRIPTION THROUGH ITCH VIDEO VET?

  Unfortunately we are unable to provide prescriptions, but the good news is that more than 2 out of 3 cases are solved via video call with no need for a prescription.
  
  Following your consultation, if our vet's assessment is that your pet might require a prescription, you will be referred to your local vet with a full medical record of the consultation as well as a suggested treatment approach. This is in order for your pet to get the best possible care and minimise the risk of unnecessary prescription drug treatments.
  
  FirstVet complies with the Royal College of Veterinary Surgeons' guidance in the Code of Professional Conduct for Veterinary Surgeons.

• CAN I USE ITCH VIDEO VET FOR OTHER PETS IN THE HOUSEHOLD NOT REGISTERED WITH ITCH?

  Unfortunately, Itch Video Vet is only available to pets with active Itch subscriptions. Adding a pet to your subscription couldn't be easier. All you have to do is head over to your account page and sign them up. That way they'll be protected against pesky parasites AND they'll have free, unlimited, 24/7 access to vet advice.

• IS ITCH VIDEO VET FREE?

  Absolutely! You need never be worried about any extra charges to your subscription, or costly vet fee bills. All calls are always free for Itch subscribers.