Peace of mind on the road: Veterinary support for transported pets through Vetster

At CitizenShipper, your pet's well-being is our top priority throughout transport. To provide a safer, more supported journey, we have partnered with Vetster to offer 24/7 virtual veterinary support for pet shipments. This service serves as a great added resource for both drivers and pet parents, ensuring that professional guidance is always just a few taps away while your furry family member is on the road.

What the service provides

Through this program, participating transporters have access to Vetster at no additional charge to:

• Licensed veterinary guidance through on-demand video consultations.
• Immediate assistance in assessing visible symptoms or sudden changes in a pet's condition.
• Professional advice on actionable next steps, including referrals to a nearby in-person or emergency animal clinic if required.

When veterinary support may be helpful

Travel can occasionally bring up minor discomfort or unexpected mild symptoms. Drivers can consult a professional on Vetster if they notice:

• Skin and coat conditions: Irritation, rashes, hives, wounds, or allergic reactions.
• Ear and eye concerns: Swelling, inflammation, redness, or discharge.
• Respiratory symptoms: Mild coughing, sneezing, or abnormal panting/breathing patterns.
• Digestive and behavioral changes: Motion sickness, diarrhea or vomiting, unexpected lethargy, or signs of transit discomfort.

Note: While virtual care is a great tool for initial assessments and evaluating symptom severity, some health concerns will inevitably require an in-person physical examination.

How it works during transport

If a driver notices a health concern while in transit, the process is simple and efficient:

1. The driver connects directly with a Vetster veterinarian using their mobile app.
2. The veterinarian evaluates the pet's concern via video consultation, provides immediate care recommendations, and determines if physical intervention is needed.
3. If hands-on care is deemed necessary, the veterinarian can recommend the nearest appropriate animal clinic.
4. The driver will keep you, the pet parent, informed about the health concern, the veterinarian's advice, and any necessary next steps.

What this means for pet parents

For pet parents, this program means your driver has immediate access to an additional medical resource while your pet is in transit. This faster access to certified guidance helps drivers respond calmly and appropriately to concerns, ensuring your pet is continually monitored and cared for.

While this brings added peace of mind, the service does not replace your pet's regular veterinarian, nor does it replace the need for traditional emergency care when immediate, hands-on treatment is required.

Important expectations and limitations

• Guidance and evaluation: Virtual consultations provide observational assessment and guidance. They cannot replace physical diagnostic testing (e.g., blood panels, X-rays) or hands-on procedure, and cannot guarantee that every medical issue can be resolved remotely over video.
• True emergencies: Virtual care is not for medical emergencies. If a pet suffers an acute, life-threatening situation (such as severe trauma, breathing failure, or collapse), drivers should proceed directly to the nearest open veterinary clinic.
• In-person veterinary fees: While the virtual consultation is available to participating drivers at no charge through the CitizenShipper program, Vetster is not insurance. Any costs related to in-person veterinary examinations, emergency clinic treatments, or medications remain the responsibility of the pet owner.

We are committed to equipping our drivers with the tools they need to support safer, more informed pet transportation. To set your driver up for success, please share your pet's relevant medical history (e.g., pre-existing conditions, known allergies), required medications, feeding instructions, and emergency contact information with them before departure.

Frequently Asked Questions

Is this service available for every pet shipment? 

This service is available if your transporter has signed up for the Vetster program ahead of the transport. To easily confirm eligibility, look for the 24/7 On-call vet badge on the transporter's profile. You can also message your driver directly before departure to verify their Vetster access is active.

Does using Vetster cost me anything? 

Virtual vet support through Vetster is provided at no extra cost to pet parents on eligible shipments with participating drivers. However, if your pet requires in-person medical treatment or emergency clinic services, those clinical fees are separate and not covered.

What happens if my pet needs in-person veterinary care? 

If the Vetster veterinarian advises that an in-person exam is required, they will recommend a nearby open facility. The driver will contact you to discuss authorization and coordinate logistics for the clinic visit.

Will I be notified if my driver contacts Vetster? 

Drivers are expected to communicate promptly with pet parents whenever a medical concern arises and share the recommendations provided by the veterinary professional.

Does this replace my pet's primary veterinarian? 

No. Vetster provides supplemental, on-the-road guidance and initial symptom evaluation. It is not a replacement for regular, preventative, or long-term clinical care provided by your local primary care veterinarian.