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Frequently Asked Questions

Frequently Asked Questions

Petfirst Veterinary

What are your opening hours?

To find opening hours for your Petfirst clinic, click here

What payment options are available in-clinic?

In-clinic payment options include:

  • Cash or eftpos
  • Mastercard and Visa
  • Afterpay
  • Q Card
  • Farmlands account
  • RuralCo account

Do I have to pay for my vet visit on the day?

Payment for products and services is required on the day of your visit. We do have a number of payment options available - including short-term finance with Afterpay and long-term finance with Q Card.

Petfirst Wellness Membership

Is Petfirst Wellness the same as insurance?

No, Petfirst Wellness is a proactive membership programme, focused on bundling essential preventative healthcare services and products into one simple and affordable package. Pet Insurance, however, is reactive, helping to pay for care after accidents and during illness.

Unlike insurance, Petfirst Wellness does not discriminate against age, pre-existing conditions nor breed. Petfirst Wellness benefits are available immediately upon sign up and payment of the initial fee, with no stand down period.

We recommend combining Petfirst Wellness membership with a pet insurance plan, for total peace of mind.

How is Petfirst Wellness membership paid?

Your membership is paid via direct debit and you can choose from a weekly, fortnightly, monthly or annual payment plan. Simply provide your credit card or bank account details to your Petfirst clinic. For more information, please read our Terms and Conditions.

Can I use my Petfirst Wellness membership at other vet clinics?

Petfirst Wellness is exclusive to VetEnt, so yes, your membership is valid at all of our clinics. Petfirst Wellness is not valid at non-Petfirst Veterinary clinics.

If you are planning a holiday or moving, check out our Petfirst clinic locations.

Can I get a Petfirst Wellness membership discount for additional pets?

No, unfortunately we do not currently offer a discount for multiple pets per owner.

Can I transfer my Petfirst Wellness membership?

To another pet: No. A Petfirst Wellness membership is tailored to each pet and cannot be transferred to another pet.

To another owner: Maybe. Only Petfirst Wellness memberships paid upfront, in full, maybe considered for transfer between owners, if the pet is sold, given away or rehomed if the owner dies or is unable to look after them. Due to direct debit agreements, memberships cannot be transferred when on a weekly, fortnightly or monthly payment plan. Please discuss your transfer request with your clinic team.

How long is the waiting period to join Petfirst Wellness

There is no waiting period to join – you can start receiving the benefits of Petfirst Wellness when you sign up.

How many free consultations are included in Petfirst Wellness

As a Petfirst Wellness member you are entitled to unlimited consults, within reason. We do have a Fair Use Policy, please read our Terms and Conditions.

How do I cancel my Petfirst Wellness membership?

You may cancel your membership at any time, with 20 days written notice. Simply email your Petfirst clinic or with your intention to cancel. For more information, please read our Terms and Conditions.

Still have a question?

Your local Petfirst Veterinary clinic team knows your pet and is therefore best placed to answer further questions you may have about your Petfirst Wellness Membership.

mypetfirst portal

What can I do on the mypetfirst portal?

Our mypetfirst portal lets you easily manage your pet's health online. You can:

  • Register with one of our clinics
  • Update your details and add pet details (including cute photos!)
  • Book routine appointments - and cancel or change them if needed (24 hours+ from appointment)
  • See visit and vaccination details
  • Manage reminders
  • Request repeat medications, parasite prevention or nutrition products

Can I use the mypetfirst portal if I'm not registered with a Petfirst clinic?

Yes! You can register for one of our clinics at the same time you register for mypetfirst

I received a payment link via email/SMS - is this legit?

Our mypetfirst portal allows us to send you a link for easy payment. If you have any questions or concerns, ask our team.

How do I use the mypetfirst portal?

Check out our handy how-to guide here.

Need more help? Contact your local clinic, chat to us using the WhatsApp widget or text us on 3489 (during business hours).

Can I add my mypetfirst portal to my phone home screen?

Yes! Once you’ve logged into your mypetfirst portal, follow these instructions to add it to your iPhone or android home screen for easy access.

  • From your Apple device, click share, then ‘Add to home screen’.
  • From your android device, click the three-dot menu icon, and select ‘Add to home screen’.

Online Shop

How do i create an account?

Simply create an account on our online shop & you're in!

How do I update my details?

Simply log in to your account and update the necessary details. Once these changes have been made, hit continue and your changes will be saved!

I have forgotten my password, how do I retrieve it or get a new one?

On your account page click the 'forgot password' option and follow the steps to reset. Still having issues? Send an email to and we'll see how we can help.

Unable to find a product?

Contact your local Petfirst clinic

Can I cancel or change my order?

Yes, up until you process your payment for the order.

Can I return my product purchase?

You can call or email your preferred clinic during normal business hours to arrange your product return. Please ensure you have read our returns policy prior to contacting us.

How to I return my product purchased online?

You can call or email your preferred to clinic during normal business hours to arrange your product to be returned. Please ensure you have read our returns policy prior to contacting us.

How can I check my collection status

You can phone us on 0800 738 768, Monday to Friday, between 9.00am to 5.00pm NZST OR email us on Alternatively, you can phone your local Petfirst clinic.

How does click and collect work?

Select a preferred clinic for collection as part of your checkout process. We will send you an order confirmation email and contact you within 1 business day to confirm collection details.

Can someone else collect my order?

Yes, if you have added their full name and contact number into the special instructions during the checkout process OR forward them your order confirmation email to present with valid ID.

How long will my order take to arrive?

Click & Collect within 2-3 business days

I have another question about the online shop. How can I contact you?

You can phone us on 0800 738 768 Monday to Friday between 9.00am to 5.00pm NZST OR email us on

Still have questions?

We're here to help!

Talk to your Petfirst clinic
Phone us on 0800 738 768*
Chat to us on WhatsApp*
Text us on 3489*
Email us on

*Available Monday to Friday between 9.00am to 5.00pm

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