Support
Our team is here to help.
- Email us: hello@koala.health
- Call us: (866) 445-6252
About Koala Health
What is Koala Health?
Who is Koala Health for?
What are the benefits of using Koala Health?
Koala Health makes it easy to shop for all of your pet’s medications and health related products and provides you with free services that simplify the medication management experience. Those free services include:
- Auto-Refill: you never have to worry about running out of your pet’s medications again.
- Prescription management: we work with your vet to make sure your pet’s prescriptions always have refills available.
- Pouch packaging: we sort your pet’s medications by date and time into individual pouches so you never have to worry about which medications to give when or if you or your partner already gave your pet their medications.
What is a Pet Care Box?
What is pouch packaging?
Is the Koala Health service free to use?
Why isn’t Koala Health available in my state?
We currently operate in the following states:
- Alabama
- Alaska
- Arkansas
- Arizona
- California
- Colorado
- Connecticut
- Delaware
- District Of Columbia
- Florida
- Georgia
- Hawaii
- Idaho
- Illinois
- Indiana
- Iowa
- Kansas
- Kentucky
- Louisiana
- Maine
- Maryland
- Massachusetts
- Michigan
- Minnesota
- Mississippi
- Missouri
- Montana
- Nebraska
- Nevada
- New Hampshire
- New Jersey
- New Mexico
- New York
- North Carolina
- North Dakota
- Ohio
- Oklahoma
- Oregon
- Pennsylvania
- Rhode Island
- South Carolina
- South Dakota
- Tennessee
- Texas
- Utah
- Vermont
- Virginia
- Washington
- West Virginia
- Wisconsin
- Wyoming
In order to ship prescriptions to a US state / territory we need to have a license for that specific state. We’re continuing to receive new US state / territory licenses rapidly so please sign up for our waitlist and we’ll notify you as soon as we’re live in your state.
Koala Health is great! Can I join the team?
We’re growing rapidly and are always looking to expand our team. If you’re interested in joining the team, you can check out our open roles on our careers page or email us your resume to hello@koala.health
Website
Do I need an account to complete a purchase with Koala Health?
Can I shop for multiple pets at the same time?
Can I customize my pet’s Care Box and pouches?
Why do I need to provide my pet’s information?
Why do I need to provide my vet’s information?
Do I need a copy of my pet’s prescription before I can complete my purchase?
How do I check the status of an order?
How long will it take to receive my order?
Why hasn’t my order shipped yet?
How do I cancel an order?
How can I adjust my order?
I accidentally typed in the wrong shipping address - how can I correct it?
Does Koala Health have an iOS or Android app?
Products & Medication
What products and medication does Koala Health sell?
Which pet species does Koala Health serve?
Does Koala Health sell any products for humans?
Does Koala Health sell products that need to be refrigerated?
Does Koala Health sell controlled substances?
I don’t see a medication or product that my pet needs on Koala Health’s website - can I still purchase it from Koala Health?
Pharmacy
Is Koala Health a licensed pharmacy?
Yes, we have a fully-licensed, US-based pharmacy called Koala Pharmacy Boston LLC.
It is located at 179 South Street, Suite 100, Boston, MA 02111.
Massachusetts pharmacy permit #DS90363.
Does Koala Health’s pharmacy have any other licenses or accreditations?
Where is Koala Health’s pharmacy located?
Our pharmacy, Koala Pharmacy Boston LLC, is located at 179 South Street, Suite 100, Boston, MA 02111.
Massachusetts pharmacy permit #DS90363.
Does Koala Health’s pharmacy work with my vet?
How do I send Koala Health a written prescription?
Where does Koala Health source its products from?
Does Koala Health offer compounding services?
How do I contact your pharmacy if I have a question about a product or a prescription?
My pet is having a negative reaction to a medication, who should I contact?
Shipping & Fulfillment
Where does Koala Health ship its orders from?
What shipping methods and speeds do you offer?
Is shipping free?
How long will it take to receive my order?
How do you ship refrigerated items?
Does Koala Health sell controlled substances?
If I ordered a controlled substance for my pet, do I need to sign for the package upon delivery?
Do you ship internationally?
Do you ship to PO boxes or APO / FPO addresses?
Auto-Refill
What is Auto-Refill?
What are the benefits of Auto-Refill?
Is Auto-Refill free?
How do I set up a product for Auto-Refill?
What happens when my pet’s prescription expires or runs out of refills?
Will I be notified of my upcoming Auto-Refill order?
When can I make any changes to my upcoming Auto-Refill order?
Can I reschedule or delay my Auto-Refill order?
Can I remove items from the Auto-Refill service?
How can I add a new product to my pet’s current Care Box?
Payments & Billing
When will I be charged for my purchase?
When will I be charged for my Auto-Refill purchase?
Why are there multiple charges on my payment method?
How do I add a payment method to my account?
What types of payment methods do you accept?
How do I add a coupon or wallet credit to my order?
Returns
How do I request a return or a replacement?
If there is an issue with your order please contact our Customer Support team via email or phone with the order number and the issue you are facing.
Email: hello@koala.health
Phone: (866) 445-6252
What is the status of my refund?
Support
How do I contact Customer Support?
You can reach our Customer Support team by calling us at (866) 445-6252 or by emailing us at hello@koala.health
What are Koala Health’s Customer Support hours?
I forgot my password. How do I reset it?
What is your Privacy Policy?
We value your privacy. Refer to our Privacy Notice for the details.
Veterinarians
Is Koala Health a licensed pharmacy?
Yes, we have a fully-licensed, US-based pharmacy called Koala Pharmacy Boston LLC.
It is located at 179 South Street, Suite 100, Boston, MA 02111.
Massachusetts pharmacy permit #DS90363.
Does Koala Health’s pharmacy have any other licenses or accreditations?
How do I send a prescription to Koala Health’s pharmacy?
You can send our pharmacy a prescription by:
Fax - (866) 284-1273
Phone - (866) 445-6252
How can I contact Koala Health’s pharmacy?
How does Koala Health help my patients?
I am interested in partnering with Koala Health - how do I get in touch?
We are always looking for ways to build stronger relationships with vets across the country! Please email us at hello@koala.health and we’ll set up a conversation between you and our Veterinarian Partnership team.