I am generally pleased with the service as compared to Chewy and PetMeds. I find the pricing to be more transparent and stable. There are a few caveats though. 1) It is hard to produce a invoice meeting insurance company requirements online. The shipping receipt works, but you get that between a day and a week after the order is billed. The dates on the shipping receipt do not necessarily match the bill date, which can be issues for insurance claims if happen on different policy periods. 2) If you pets with health conditions, which is why people are likely here, you will be faced with constantly shifting prescriptions. coordinating this with koala can be difficult, as you may need to pause delivery knowing it will change OR your vet simply changes dosing instructions but not the dispensed amount. there are a few other scenarios which have been annoying. 3) There is no display of "remaining refills" on a prescription, or even views of active prescriptions. Vets can be cagey about third-party prescriptions - it's like pulling teeth to get them from our vets. Koala informs us of a need to get an Rx when they try to process an order – ideally we would be told on shipment "You have NO REFILLS REMAINING" and your staff will try to get an Rx that week, and we would be reminded a week later if it has not happened. Instead, we find out there are Rx issues when the items should be shipping and have to fight with vets for a paper Rx to mail to Boston - which can take 2 weeks. Human doctors don't operate their own overpriced pharmacies they try to force you into, but vets do.