I ordered Simparica trio a little over a month ago and there was a problem with my vet. Koala notified me that they didn't approve the order via email. I followed up with my vet and they said they wouldn't approve an order over the phone with an outside pharmacy, but they would write me a prescription that I could pick up and take anywhere I preferred. In the meantime, a person from Koala reached out to me by phone and asked if I wanted the order held open and I told them I was going to pick up the prescription the next day and would mail it to them. I was concerned because I had a special coupon and that it wouldn't still apply because so much time was elapsing. The person from Koala assured me that wouldn't be a problem and she would make sure the order was held open. A week later I received another call saying they still hadn't received the prescription, so I had to mail it again. I have finally now received my order and Koala was great. The follow up and customer service was incredible. Thank you Koala!