The first time I ordered with Koala, it was amazing. This time started out great, too; when there was a problem getting the RX from my vet, I was called right away and alerted. Fast forward two weeks, I called to check in with my vet, and they had submitted the RX on December 23rd (I was checking in on January 2nd). I then called Koala, and they confirmed that they had it and finally processed it. I had originally placed my order with plenty of time before the next dose was due, but it ended up being delivered 3 days late (delivered on January 16th). Everyone I talk to at Koala is very kind and understanding, so I don't know if my order got lost due to the holidays or what happened this time. I still plan on using Koala, but I was disappointed this time.