as a new parent to my 4-legged son, this was my first experience using this kind of company - I had set up my account, ordered the meds, and asked my vet to send the prescription to Koala, in other words I had followed all the steps that they had asked for, and then nothing!! I called and was on hold for 45 mins, so I emailed them, and STILL no response. My vet had to eventually call them and then I heard from them. Right now, as a new customer, I have not had the best of experience that I feel confident to recommend this company - maybe with due time, we shall see...