Real Humans, Real Care: What Happens When You Message NHV

When you send a message online these days, more often than not you end up talking to a bot. Sometimes it can even be hard to reach a real person. But if you message NHV, there’s a human on the other end, one who loves pets and cares about yours, too.

Maybe your dog is slowing down on walks. Maybe your cat just got a scary diagnosis from the vet. Then you send us a DM on Instagram. Or you type out an email or even schedule a free 15-minute video chat.

We take care to look at the whole picture

The very first thing that happens is that a real person reads it carefully for your pet’s history because we know how it can feel to worry about your fur kid.

We Put Our Heads Together

Sometimes, a pet’s health journey is complicated and a generic answer just will not cut it. A pet could have a serious disease like FIV, or be dealing with multiple issues at the same time. That’s when the real collaboration starts in our office.

Our team doesn’t work in a bubble. They sit right alongside our Pet and Vet Experts, figuring out how to best help your fur kid. In fact, you might find three or four of us huddled around one computer screen, discussing complex cases internally before we send our reply.

We talk about what a specific pup or kitty is going through. Should we suggest a lifestyle change? Which supplement can complement the ones they’re already on? We figure it out together, and we do it because every pet deserves a thoughtful answer – not just an automated response.

For pet parents, it makes all the difference. One client of ours, Dior the dog’s pet parent, shared with us how meaningful it was to have that level of support:

They took the time to guide me in choosing the right supplements and answered all my questions with care and expertise. That level of support really sets [NHV] apart.

For Local NHV Clients

If you are local to our boutique shop in Vancouver, BC, Canada, then the exact same care happens in person. If you walk (fur kids welcome), our team wants to know your pet’s story (and give them many pets).

We ask about their age, their daily habits, and their health goals. We talk about what they love to eat and how they like to spend their afternoons. We want to understand the whole pet because it would be the difference between suggesting the omega-3-rich Ocean Cod Crunch for skin and fur wellness or the fiber-rich Only Beets! treats for better digestion.

Plans Built for Real Life

Every recommendation we make is truly personalized. We look at your fur kid’s individual condition, lifestyle, and age. For example, a senior pup with arthritis needs different support than a young puppy, who needs different support than a cat with chronic kidney disease.

We combine this personal information with our deep library of educational resources on our YouTube channel or Learning Center page. From vet-backed blogs, scientific research, and years of firsthand experience with pets, we build a holistic plan that fits your little one. And we stay by your side to offer ongoing guidance as things change over time! We can think of many examples where people message NHV once only to discover new issues along the way. But no matter what, we can help adjust our suggestions depending on your fur kid’s evolving needs.

The Heart in the Details

Our work does not end when a package leaves our facility. Our team sits down regularly to grab pens and paper to handwrite birthday cards and sympathy cards for the pets in our community. We want to celebrate those happy milestones with you, and let you know how difficult it is to say goodbye.

Following Up Because We Care

A few weeks or months after you buy a supplement, you might just see an email from us. More often than not, we truly want to know how your fur kiddo is progressing! Is their energy coming back? Are they eating better? How are those stiff joints holding up?

These follow-up conversations are one of our favorite parts of the day. Our internal channels light up when a pet parent sends a new photo or an exciting health update.

Because of this human touch, our relationships with pet parents last for years. Many people stay in touch with us long after their initial health scare is over, sending us adorable updates as their fur kiddos grow older.

A Connected Team

Behind every single email, comment, direct message, and phone call is a real person. And behind each of them, there’s a team of experts. We show up every day with one goal. We want to support you and your pets through every stage of life.

Next time you reach out to us, know that a real human is on the other side. We are listening, we are collaborating, and we genuinely care about your family’s wellness journey.