I placed my heartworm medication order on 3/1. It shipped a few days later and I expected to receive it according to tracking on 3/8. It didn’t arrive. I emailed customer service on 3/13 concerned about the integrity of my dog’s medication due to the unknown location and unknown temperature exposure as tracking had not updated for several days. The email reply stated that Koala was working hard to reship my order. That was in fact a lie. I contacted Koala again three days later after no new tracking information was received and did not receive a response until two days later. My medication was finally delivered nine days after the original tracking said it would be with zero attempt by Koala to make it right. It’s good I planned ahead and didn’t need the medication yet as it was clear I wasn’t getting it quickly nor did Koala ever plan to reship it like they said. I have been a veterinary technician for 20 years and anytime a client experiences anything like this usually there’s some sort of attempt at making it right. This was an extremely disappointing experience and I’m never using Koala pharmacy again. I will make sure Clematis Animal Clinic knows about my experience as well.