Decided to try Koala out since there was a good discount for first time customers advertised on the website. Placed my order on Aug 26th. My vet was contacted the next day on the 27th for the prescription which she sent back to Koala the same day. Then the long and in my opinion, unacceptable wait occured. No communication occurred until that Friday Aug 30 where I was emailed to say that my delivery cadence was updated for future auto refill orders. You would hope that a shipment would be sent out that day or by the latest on the following Monday, but I do not get a tracking number until Thursday Sept 5. This was mailed out via USPS and did not arrive until Sept 9, a full 2 weeks since placing the order. I understand that delays can occur with receiving a prescription, but my vet was very quick with that process. I've used their compounding partner Mixlab many times and always have expedient and excellent customer service. I cannot say the same about Koala. To top this off, I sent an email to cancel my auto refill subscription and have not received a response after 24 hours.