Overall my first experience with Koala was good not great. My issue was their hours were eastern time and I am on pacific time so some of the follow up's resolutions were delayed if it was sent later in the day on either of our ends. I also feel that the time between ordering and delivery was far too long without an expedited shipping option to make up the time. This feedback is based on my situation of being low in my dog's meds, not wanting to pay the extra fees of picking up at the vet, and needing the meds immediately. I have ordered another medication and will see if it is a faster experience without all of back and forth (hopefully!). Their communication is great and all representatives I interacted with were very professional. Our communication method was email.