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 right to your doorstep. Please ask about our custom Pouch Packaging!
https://www.koala.health/shopWho 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: Upon request, we sort your pet's medications by date and time into individual pouches when possible so you never have to worry about which medications to give when or if you or your partner already gave your pet their medications. If your order was not pouched when sent to you, please reach out to our Customer Service team to discuss your options for your next shipment.
https://www.koala.health/how-it-works
What is a Pet Care Box?
Your Care Box is your pet's personalized monthly shipment that contains all of their medications and/or other health related products. It comes as part of our free auto-refill service, when choosing auto-ship at checkout, where we'll ship you your pet's Care Box on a 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 pre-sort 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! You can request customized pouching by contacting our Customer Service team at
(866) 445-6252 or by emailing us at
hello@koala.health. Please note that pouches are not child-safe and should be kept out of the reach of children at all times.
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 and customer service team. Our current operating hours are Monday through Friday, from 9 am - 5pm EST. Our pharmacy hours include Saturday from 12 pm - 2 pm EST. If we are unavailable, please leave a voicemail and we will follow up with you within the next business day.
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 to complete a purchase with Koala Health. After your order is placed, we will reach out to your veterinarian for your pet's prescriptions. 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 your other pet within the drop down menu then re-adding it to your cart. 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! Simply contact us after you place your order if you'd like to receive your pet's medications in our easy-to-use presorted pouches.Please note that some medications are excluded from pouch packaging options.
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. If you have a written prescription from your veterinarian, however, you can mail that to us at 179 South St, Ste 100, Boston, MA 02111
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. If you have any further questions or concerns regarding your order, please contact our customer service team at
(866) 445-6252 or email us at
hello@koala.health, and we would be happy to help!
How long will it take to receive my order?
Once we receive any prescriptions from your vet, we will dispense and ship your order. The prescription approval process usually takes 3-5 business days and depends on your vet's responsiveness to our requests. Shipping is free for all orders. 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?
To cancel an active order, please give us a call at
(866) 445-6252 or by email
hello@koala.health
Otherwise, to manage your auto-refill subscriptions, you can log in to your Koala.Health account, go to the "Payment & Subscriptions" section, and select "Manage Auto-Ship". Please note that for any active orders, our customer service team will need to be notified to ensure the order is fully canceled
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. Please note that any changes you make to your shipping address within your Koala Health account do not apply to any active orders in progress, but you can contact our customer service team for assistance. Additionally, we are unable to update your shipping address for an order that has already been shipped out from our pharmacy.
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?
Yes, we do offer certain refrigerated products for purchase if your pet has a valid prescription for that medication.
Does Koala Health sell controlled substances?
Yes, we do offer certain controlled substances for purchase if your pet has a valid prescription for that medication.
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.
Does Koala Health price match?
No, we do not currently price match at this time. However, we do keep our prices at a competitive rate, as well as offer free shipping on all orders!
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 as well as NABP Healthcare Merchant Accreditation.
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. If a written prescription does need to be mailed in, please mail the original prescription to our pharmacy at:
- Koala Pharmacy Boston
- 179 South Street, Suite 100
- Boston, MA 02111
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.
What is compounding?
Drug compounding is the process of combining, mixing or changing ingredients to create a customized medication that meets your pet's specific needs. For example, if a medication is only available in pill form, a licensed pharmacist might instead prepare it in a liquid form and add flavoring to make it more palatable for your pet.
Does Koala Health offer compounding services?
We do not prepare or dispense compounded medications, however, our compounding pharmacy partner, Mixlab, Inc. "Mixlab" can dispense your pet's compounded medication prescription if you so choose. Mixlab is a licensed compounding pharmacy with pharmacy locations in New York, California and Florida. For further information about Mixlab, please click
here(opens in a new tab). If you choose to have Mixlab dispense your pet's compounded medication prescription, your veterinarian will send the prescription directly to Mixlab and Mixlab will process, dispense and ship your pet's compounded medication directly to you. You may conveniently access the status of your pet's compounded prescription order on your Koala Health account page and we will update you regarding the status of your order, just as we do with prescriptions that Koala Health dispenses. We also collect your payment for the compounded medication on behalf of Mixlab, as well as an additional Koala Health service fee. If you have questions about your compounded medication prescription order, please contact our Customer Support team at
(866) 445-6252 or by email at
hello@koala.health. Clinical questions about the compounded medication will be referred directly to the Mixlab pharmacy team.
How do I contact your pharmacy if I have a question about a product or a prescription?
Our Pharmacy Team is available Monday through Friday, 9am to 5pm EST and Saturday 12pm to 2pm EST. We are here to support any pharmacy or prescription related questions you may have and can be reached by calling
(866) 445-6252 and selecting the appropriate extension on our phone system. We can also be reached via email at
hello@koala.health. All phone calls and emails received during non-business hours will be answered first thing the next business day.
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. If you need an order sooner, give us a call at
(866) 445-6252 or send us an email at
hello@koala.health 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 dispense and ship your order. The prescription approval process usually takes 3-5 business days and depends on your vet's responsiveness to our requests. Shipping is free for all orders. 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.
Help, my order is lost in transit or is showing no movement?
If your shipped order seems to be lost in transit or has not shown any movement for 24-48 hours, please contact our customer support line at
(866) 445-6252 or send us an email at
hello@koala.health and we would be happy to help.
How do you ship refrigerated items?
We ship refrigerated items separately from other items in your order for the fastest delivery. We use insulated packaging and cooler packs to keep items cold during shipping.
Does Koala Health sell controlled substances?
Yes, we do offer certain controlled substances for purchase if your pet has a valid prescription for that medication.
If I ordered a controlled substance for my pet, do I need to sign for the package upon delivery?
Per pharmacy state laws, you will only need to sign for a shipment containing a controlled substance if you live in Georgia or Wisconsin.
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 APO / FPO addresses?
Unfortunately we currently are unable to ship to APO / FPO addresses.
Do you ship to PO Boxes?
Yes, we can ship to a P.O. Box via USPS shipping. However, we will need your physical address to keep on file for our pharmacy records. Don't worry, if we need your assistance, we will be sure to reach out to you as soon as possible!
Auto-Refill
What is a One-Time order?
A one-time order allows you to place an order through Koala in a single, non-recurring way! Choosing this option allows you the flexibility to place an order when you are needing the medications and/or products, instead of them being automatically delivered to you on a schedule.
What is Auto-Refill?
Auto-Refill is a free service we offer where we will automatically ship you a new supply of your pet's medications and/or other products on a schedule before they run out of their current supply. Please see our auto-refill terms of use for more information.
Auto-Refills Terms Of UseWhat 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 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 an email reminder three days before we place your Auto-Refill order so that you have a chance to review the details of 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. To request any changes, please contact our customer service team at
(866) 445-6252 or send us an email to
hello@koala.health.
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 logging in to your Koala.Health account, going to the "Payment & Subscriptions" section, and selecting "Manage Auto-Ship". Additionally, please feel free to give our customer service team a call 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 your online account by selecting the "Cancel" button within the "Manage Auto-Ship" section of your online account, or by calling us at
(866) 445-6252 or sending an email to
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.
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 as well as NABP Healthcare Merchant Accreditation.
How do I send a prescription to Koala Health's pharmacy?
You can send our pharmacy a prescription by giving us a call at (866) 445-6252, then select the pharmacy extension.
How can I contact Koala Health's pharmacy?
The best way to contact our pharmacy is by phone. Our partner support line phone number is
(855) 795-6252.
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! By teaming up with us for home delivery services, you can provide your clients easy access to the products they need, delivered right to their doorsteps. Please schedule a demo with us and we'll set up a conversation between you and our Veterinary Partnership team.
https://www.koala.health/vets
How do vet integrations with Koala work, and what are the benefits?
For veterinary clinics partnered with us for Home Delivery services, our vet integrations allow Koala and your clinic to securely share client and patient data so that Koala can automatically prepopulate that information into the KoalaVet platform. This will not only save you and your staff countless hours manually entering that data into the platform, but will also simplify your workflows submitting and approving patient prescriptions and create better client experiences in your custom online store.
Koala currently integrates with several major PIMS, including Avimark, Cornerstone, Impromed, Intravet, ezyVet, Shepherd, and Vetspire. To learn more about how these integrations work and how to get set up, reach out to our Practice Support Team at
practice-support@koala.health.
Why is Koala calling me about my prescriptions?
Great news, Koala is partnered with your veterinary clinic! This means that they can send your pet's prescriptions to us via our online portal, and then we'll handle the fulfillment of your order. To get started, your veterinarian will provide your contact information to us, and then one of our customer service agents will give you a call to complete the checkout process or answer any questions about Koala that you may have. Without an order being submitted, we are unable to fill the prescription and ship it to your home. However, we can keep prescriptions on file for up to 28 days before they expire, so you have plenty of time to set that up when you're ready! If you are not interested in having your order filled by Koala, please let us know.