Everfur
Complaints & Safety
Complaints, Safety Concerns, and Adverse Event Reporting
Last updated: September 8, 2026.
Everfur wants to know when something goes wrong. This page explains how to raise a concern about your pet's care, a prescription or order, billing, privacy, or the app, how we handle it, and how to report a suspected adverse reaction to a medication. It also tells you how to contact the regulators who oversee veterinarians and pharmacies if you prefer to go to them directly, which you may do at any time.
If your pet needs help now
If your pet is in distress, go to the nearest emergency animal hospital or call it now. Do not wait for a reply from us. Animal poison control: ASPCA Animal Poison Control Center (888) 426-4435; Pet Poison Helpline (855) 764-7661 (consultation fees may apply).
How to contact us
- Care and clinical concerns (a Visit, a Veterinary Provider, a treatment plan): message us in the app, email hello@everfur.com, or call (914) 924-4815.
- Prescriptions and pharmacy orders: hello@everfur.com, or call our pharmacy partner Mixlab at (888) 901-4480 to speak with a pharmacist.
- Billing and refunds: hello@everfur.com.
- Privacy and your data: hello@everfur.com.
- Security vulnerabilities: security@everfur.com.
- Legal notices: hello@everfur.com, or by mail to Strand Health Inc., 1002 Dean Street, Suite 101, Brooklyn, NY 11238, Attention: Legal Department.
Please include the email address on your account, your pet's name, the date of the Visit or order, and what happened. We may ask for more detail.
What happens to a complaint
We acknowledge every complaint within two (2) business days. Concerns about clinical care are reviewed by Everfur's Medical Director, a licensed veterinarian, with the Veterinary Provider involved; the Veterinary Provider's independent professional judgment is respected, but the Medical Director can require a second opinion, a corrective action, additional training, or removal of a Veterinary Provider from the platform. Pharmacy concerns are reviewed with Mixlab's pharmacist in charge. We aim to resolve complaints within ten (10) business days and will tell you if we need longer and why. You will receive a written response describing what we found and what we did. Raising a concern never affects your access to care or your Membership, and we do not tolerate retaliation by anyone on the platform.
If you are not satisfied with our response you may ask for escalation to Everfur's Chief Executive Officer by replying to our response, and you may at any time contact the regulators below. The dispute resolution terms in the Everfur Terms of Service, Section 16, describe the formal process for legal claims against Everfur; they do not limit your right to complain to a licensing board or consumer protection agency.
Reporting a suspected adverse reaction to a medication
If your pet has a suspected reaction to a medication prescribed or filled through Everfur:
- Severe reaction (difficulty breathing, collapse, seizure, swelling of the face, repeated vomiting, severe lethargy): go to the nearest emergency animal hospital immediately.
- Otherwise, message your Veterinary Provider in the app or email hello@everfur.com as soon as possible, and follow their instructions about whether to stop the medication.
We record every report in your pet's medical record, notify Mixlab and, where appropriate, the manufacturer, and support any required regulatory reporting. You can also report directly, and we encourage you to: to the FDA Center for Veterinary Medicine at 1-888-FDA-VETS (1-888-332-8387) or by submitting Form FDA 1932a (fda.gov/animal-veterinary), or to the manufacturer at the phone number on the product label. Reporting helps protect other animals.
If you suspect a dispensing error (wrong medication, wrong strength, wrong pet, wrong label), do not give the medication, keep the packaging, and contact us and Mixlab immediately.
Regulators you may contact directly
Veterinarians are licensed and disciplined by state veterinary medical boards, and pharmacies by state boards of pharmacy. You may complain to them at any time, whether or not you have contacted us. The board for the state in which your pet was located during the Visit has jurisdiction over the Veterinary Provider.
| Regulator | For | Contact |
|---|---|---|
| California Veterinary Medical Board | Veterinarians and veterinary technicians providing care to pets located in California | 1747 North Market Boulevard, Suite 230, Sacramento, CA 95834; vmb.ca.gov (online complaint form) |
| New York State Education Department, Office of Professional Discipline | Veterinarians providing care to pets located in New York | op.nysed.gov/complaints |
| Other state veterinary boards | Veterinarians providing care to pets located in other states | The American Association of Veterinary State Boards directory at aavsb.org lists every state board's contact information; we will also provide the correct board's contact on request |
| State board of pharmacy in the state where your medication was shipped | Mixlab, Inc. dispensing and pharmacy practice | Contact details available from the National Association of Boards of Pharmacy at nabp.pharmacy, or on request from hello@everfur.com |
| Federal Trade Commission and your state attorney general | Consumer protection, advertising, billing | reportfraud.ftc.gov; your state attorney general's consumer protection office |
Privacy complaints
If you believe your information has been mishandled, contact hello@everfur.com. California residents may also contact the California Privacy Protection Agency (cppa.ca.gov) and residents of other states their state attorney general. Our Privacy Policy at everfur.com/privacy describes your rights in detail.
Feedback that is not a complaint
Ratings and feedback after each Visit go to our Medical Director and are used to improve the service and to coach or, where warranted, remove Veterinary Providers. Product and app feedback can be sent to hello@everfur.com.