Ordered my dog’s medication on Thursday and on Friday spoke to Dave in customer service who was awesome and super helpful and friendly and said it should arrive on Saturday, and if not then, then on Monday. It did not arrive Saturday or Monday. On Tuesday I checked with FedEx which said it was delayed and would be here on Wednesday between 5 and 8 PM. Dave and the other girl in customer service assured me that they put extra ice bags in, and the medicine—which has to be refrigerated and/or on ice—would definitely still be viable when it arrived. There were two very small ice packs in the bag, and they were at room temperature which was 71°, so I’m sure the medicine isn’t viable anymore and needs to be thrown away. Also, it was very frustrating dealing with their pharmacist because my vet faxed over the prescription multiple times and Hardy Paw kept saying they didn’t have it, and then my vet thought I had ordered too little of the amount and asked them to double the prescription so I could give him a second dose in a week, but Hardy Paw informed me that I was only approved for one box and the second box would be sent when they got the approval. I was on the phone with Hardy Paw and my vet five times each during the day so a total of 10 phone calls. Dave in customer service told me that he was packing the box himself and that the other box would arrive in a separate shipment, but everything arrived together, so did he actually pack it himself like he said he did? And why did I receive my box on Wednesday night when I ordered it on Thursday night? I was not offered any options on the shipping charge because it had to be 2 Day Express because it had to be refrigerated, and it was $37 to ship it. That’s clearly not 2 day shipping, so I’m extremely upset with FedEx as well.
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