Rep very professional explaining process to get my dogs heart worm meds. It did take longer than I expected for a first time order but not the fault of Koala. I had moved out of area of my vet, drove there for a final exam for all her shots and meds, and chose to try Koala. If I would have known initial order was dependent on my vets timing and not Koala I would have bought from my vet and used Koala for refills. Once I find a new local vet I will hopefully have access to use Koala as their pricing saved me about 22%! Koala did great on their end, thank you