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About Koala Health

What is Koala Health?

Koala Health is a pet health company focused on simplifying the healthcare experience for pet parents. We make it easy to shop for your pet’s medications and health related products on our e-commerce website and we dispense and ship those products in our custom pouch packaging.

Who is Koala Health for?

Koala Health is for dogs and cats, especially those with chronic conditions - our goal is to simplify healthcare and make the medication management experience easy for pet parents.

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?

Your Pet Care Box is your pet’s personalized monthly shipment that contains all of their medication and health related products in the packaging you selected. It comes as part of our free auto-refill service where we’ll ship you your pet’s Care Box on schedule so that they never run out of their medication or miss a dose.

What is pouch packaging?

Our pouch packaging is a free packaging option where our Pharmacy Team will presort all of your pet’s prescriptions into individual dose pouches by date and time. This way you don’t have to worry about remembering which medications to give when and if you or your partner already gave your pet their medication.

Is the Koala Health service free to use?

Yes, all of our pharmacy services are complimentary for our customers. This includes our auto-refill service, our custom pouch packaging, our prescription management service, and access to our pharmacy team 24/7.

Why isn’t Koala Health available in my state?

We currently operate in the following states:

  • Arizona
  • Arkansas
  • California
  • Colorado
  • Connecticut
  • Delaware
  • Florida
  • Georgia
  • Idaho
  • Illinois
  • Kansas
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Mississippi
  • Nebraska
  • New Hampshire
  • New Mexico
  • New York
  • North Dakota
  • Oklahoma
  • Pennsylvania
  • South Dakota
  • Tennessee
  • Utah
  • Vermont
  • Washington

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?

Yes, you need to create an account in order to complete a purchase with Koala Health. This will make it easier for you to manage your current and future orders and help protect your pet’s health information.

Can I shop for multiple pets at the same time?

Yes you can! Our shopping experience is designed to make it easy to shop for all of your pets at once. When you’re on a product’s page, you’ll be able to select which pet you are shopping for so we can help create your pet’s personalized Care Box. Once you’ve added that product to your cart, you can purchase that same item for a different pet by selecting a different or adding a new pet from that same pet selection drop down menu. Once you’ve added all your pets’ medications and health related products to your cart, you can check out for all of your pets at once in a single order.

Can I customize my pet’s Care Box and pouches?

Yes you can! When you’re adding a product to your cart you’ll be prompted to select your packaging preference, how often you give this product to your pet, the time of day you prefer to give your pet this product, and if you’d like to enroll this product in our free Auto-Refill service.

Why do I need to provide my pet’s information?

We need a full pet profile on file by law to safely dispense a product from our pharmacy. This includes name, species, age, breed, sex, weight, medical conditions, and allergies so that we can review your order with your vet and ensure that we are safely dispensing any prescription products for your pet.

Why do I need to provide my vet’s information?

We need your vet’s information so that we can receive authorization for and fetch any prescriptions from your vet. This information will also be used to review your order and see if any adjustments need to be made to the products you purchased for your pet.

Do I need a copy of my pet’s prescription before I can complete my purchase?

You do not need to have a written prescription with you when you place your order. Our pharmacy will reach out to your vet to receive authorization for and fetch any prescriptions relating to your order.

How do I check the status of an order?

You can check the status of your order by logging into your account on our website and clicking on the Orders section in your account. We will also send you a message every time we receive a new prescription from your vet, ship, or deliver your order. On occasion, we will also send you a message if there are any delays or issues with your order.

How long will it take to receive my order?

Once we receive any prescriptions from your vet, we will usually dispense and ship your order within 1-2 business days. Shipping is free for all orders, and first time orders are upgraded to expedited shipping free of charge. If you need an order sooner, give us a call or send us an email and we will do our best to meet your needs.

Why hasn’t my order shipped yet?

Sometimes your vet may take longer than expected to respond to our prescription authorization requests. We will notify you of any delays or issues during this process and will contact you if any additional information is needed.

How do I cancel an order?

You can cancel your order by calling us at (866) 445-6252 or by emailing us at hello@koala.health

How can I adjust my order?

You can only adjust an order before it has shipped. If you need to make any adjustments to your order, please do so as early as possible by calling us at (866) 445-6252 or by emailing us at hello@koala.health

I accidentally typed in the wrong shipping address - how can I correct it?

If you need to change your shipping address after you’ve placed your order, please do so as early as possible by calling us at (866) 445-6252 or by emailing us at hello@koala.health

Does Koala Health have an iOS or Android app?

Unfortunately we do not have an iOS or Android app at this time. We’re actively working on adding new features and improving our products so please create an account or sign up for our mailing list so you can be the first to know when we launch our iOS and Android apps.


Products & Medication

What products and medication does Koala Health sell?

We currently sell all companion animal prescriptions and health related supplements and products. If you don’t see a medication or product you’re looking for on our website please let us know by calling us at (866) 445-6252 or by emailing us at hello@koala.health and we’ll do our best to get that product added to our offering.

Which pet species does Koala Health serve?

We currently serve dogs and cats.

Does Koala Health sell any products for humans?

No, we currently only sell products for pets, specifically dogs and cats.

Does Koala Health sell products that need to be refrigerated?

Unfortunately, we currently don’t sell any refrigerated products at this time. We’re actively working on adding additional products to our offering so please let us know if there’s a specific refrigerated product your pet needs and we’ll try our best to add it to our offering as soon as possible.

Does Koala Health sell controlled substances?

Unfortunately, we currently don’t sell any controlled substances at this time. We’re actively working on adding additional products to our offering so please let us know if there’s a specific product your pet needs and we’ll try our best to add it to our offering as soon as possible.

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?

Please let us know what that product is by calling us at (866) 445-6252 or by emailing us at hello@koala.health and we’ll do our best to get that product for your pet’s Care Box.


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?

Yes, we have LegitScript certification.

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?

Yes, our pharmacy will contact your vet before we fill any of your prescription orders for the first time in order to receive authorization for that prescription, verify that you ordered the correct products, and review your pet’s health record so we are aware of any important medical information before we ship your order. We’re here to make pet health simple and partnering with your vet is vital to that equation.

How do I send Koala Health a written prescription?

There’s no need to do that! Our Pharmacy team will reach out directly to your vet to fetch and receive authorization for that prescription. We’ll notify you if there are any issues during that process and if our team needs your support.

Where does Koala Health source its products from?

We source all of our products from the same places as your vet - we procure most of our products from manufacturer approved distributors and sometimes from the manufacturers themselves.

Does Koala Health offer compounding services?

We do not offer compounding services at this time though we’re actively working on adding additional products and services. Please let us know if there’s a specific product your pet needs and we’ll try our best to add it to our catalog as soon as possible.

How do I contact your pharmacy if I have a question about a product or a prescription?

Our Pharmacy team is available 24/7, 365 days a year to support any pharmacy or prescription related questions. You can reach them by calling (866) 445-6252 and selecting the pharmacy’s extension on our IVR.

My pet is having a negative reaction to a medication, who should I contact?

Please contact your vet or any animal hospital emergency hotline immediately if your pet is experiencing a negative reaction to a medication.


Shipping & Fulfillment

Where does Koala Health ship its orders from?

We ship all of our orders from our fully-licensed US based pharmacy.

What shipping methods and speeds do you offer?

We offer free shipping on all orders. First time orders are upgraded to expedited shipping free of charge. If you need an order sooner, give us a call or send us an email and we will do our best to meet your needs.

Is shipping free?

Yes, shipping is free on all orders, regardless of the cost of your order.

How long will it take to receive my order?

Once we receive any prescriptions from your vet, we will usually dispense and ship your order within 1-2 business days. Shipping is free for all orders, and first time orders are upgraded to expedited shipping free of charge. If you need an order sooner, give us a call or send us an email and we will do our best to meet your needs.

Do you ship internationally?

Unfortunately we do not ship internationally - we are only licensed as a pharmacy within the United States.

Do you ship to PO boxes or APO / FPO addresses?

Unfortunately we do not ship to PO boxes or APO / FPO addresses - we can only ship to residential or commercial addresses.


Auto-Refill

What is Auto-Refill?

Auto-Refill is a free service we offer for all products where we will automatically ship you a new supply of your pet’s medications and products before they run out of their current supply.

What are the benefits of Auto-Refill?

The main benefit is making your life easier - after you enroll a product in our free Auto-Refill service, our pharmacy will ship it to you based on the schedule you set up. Your pet never runs out of their medication and you don’t have to stress about placing a refill ahead of time.

Is Auto-Refill free?

Of course! Our Auto-Refill service is offered for every product free of charge. Our goal is to make pet medication easy so you shouldn’t have to pay for that extra convenience.

How do I set up a product for Auto-Refill?

When you add a product to your cart select one of the recurring options under the “Packaging and Refill” section. We’ll ask you another couple of questions about the cadence and frequency for that product and after that you’re all set!

What happens when my pet’s prescription expires or runs out of refills?

Don’t worry, we’ll reach out to your vet well in advance to fetch a new prescription for your pet - that way your Auto-Refill schedule is never impacted by any prescription renewals and you don’t have to worry about a thing. If there are any issues during that process or your vet would like to see your pet before writing a new prescription, we’ll let you know weeks in advance so that you aren’t rushing to schedule an appointment.

Will I be notified of my upcoming Auto-Refill order?

Yes, we will send you a reminder three days before we place your Auto-Refill order so that you have a chance to review your order and make any changes before it is placed.

When can I make any changes to my upcoming Auto-Refill order?

You can make any changes to your upcoming Auto-Refill order at any point up until your order is placed. Don’t worry, we’ll message you three days ahead of time as a quick reminder to review it and make sure everything looks good.

Can I reschedule or delay my Auto-Refill order?

Yes, you can reschedule or delay any products on Auto-Refill or your entire Auto-Refill order by calling us at (866) 445-6252 or by emailing us at hello@koala.health

Can I remove items from the Auto-Refill service?

Yes, you can permanently remove any products from Auto-Refill by calling us at (866) 445-6252 or by emailing us at hello@koala.health

How can I add a new product to my pet’s current Care Box?

You can add a new product to your pet’s Care Box by purchasing that product on our website and enrolling it in Auto-Refill when you add it to your cart. We’ll take care of the rest from there and make sure it is added to your pet’s Care Box and lines up with your active Auto-Refill schedule.


Payments & Billing

When will I be charged for my purchase?

Your payment method will be charged the day your order has shipped. You may see a pending charge though for the total amount when you place your order. Don’t worry, you will not be charged for any products that have not shipped.

When will I be charged for my Auto-Refill purchase?

Your Auto-Refill purchase will be charged the day your order has shipped (similar to a regular order).

Why are there multiple charges on my payment method?

We charge your payment method as soon as your order has shipped. If your order is split into multiple shipments, then you will see a charge for each of those individual shipments. Don’t worry, you will not be charged for any products that have not shipped.

How do I add a payment method to my account?

You can add a new payment method to your account by going to the Payments section on your Account page.

What types of payment methods do you accept?

We accept credit and debit cards.

How do I add a coupon or wallet credit to my order?

You can add a coupon or wallet credit to your Cart before you begin the checkout process.


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?

Depending on your credit card or banking institution, you can expect to have your refund credited back to your original payment method in 3 to 5 business days.


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?

Our Pharmacy Team is available 24/7, 365 days a year to support any pharmacy or prescription-related questions.

Our general Customer Support team is available Monday through Friday between 9am and 5pm Eastern. All phone calls and emails received during non-business hours will be answered first thing the next business day.

I forgot my password. How do I reset it?

You can reset your password by going to the Koala Health login page and clicking the forgot password link. You’ll receive an email with instructions on how to reset your password.

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?

Yes, we have LegitScript certification.

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?

The best way to contact our pharmacy is by phone. Our phone number is (866) 445-6252.

How does Koala Health help my patients?

Our mission is to simplify pet health. With our strong pharmacy background, we’ve set up a website that makes it easy for pet parents to shop for their pets’ medications and supplements. We also provide services that improve medication adherence such as our free Auto-Refill service and personalized presorted medication pouch packaging.

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.