My vet transferred me to Koala and moved my prescription over for my dog. I made an order and never heard anything back on it for about 2 weeks. I looked into my account and saw that it said I needed to contact the pharmacy and there was action needed on my account. I sent an e-mail and did not receive an answer during business hours so I called the pharmacy phone number. No one answered for about 30 minutes so I used the option to have a rep call me back. Within 5 minutes, someone did and was able to see why the order was on a hold and fix it. The order was sent out and delayed but my assumption is it was delayed due to Thanksgiving.