Excellent product and presentation upon delivery. I was able to call customer service and spoke with friendly and knowledgeably representatives. Additionally, the cost was great! The "average" score has been given due to the process and amount of time to complete the order. After placing the order, I received an email that my vet had not authorized my prescription and perhaps I should reach out to speak with my vet. When I did contact the vet, they stated that they had not had been contacted from Koala. In contacting Koala, they stated that they had just reached out and gotten verbal confirmation from the vet and would begin to process the order, which could take three more days before shipment would be processed and another five to seven days for delivery.