Reply from Dutch VetDec 29, 2025
We’re sorry to hear about your experience and understand how frustrating this situation felt, especially while traveling. We’d like to clarify what occurred and provide helpful context.
On 12/23, you contacted us to request an address change to another state. A member of our leadership team reached out the same day to explain the required process and next steps. While we didn’t receive an immediate response, our team continued attempting to reach you via calls, messages, chats, and emails. We did hear back from you on 12/26, at which time you let us know you were traveling and wanted your current prescription addressed in Texas.
Due to state regulations, prescriptions cannot be transferred between states. To update care to a new state, prescriptions in the current state must first be suspended before the state change can be completed. We see that you were able to connect with a member of our leadership team, and they successfully adjusted your care to Texas.
Please note that when you travel to Florida or return home, the same process will need to be followed to update your state of care.
We’re truly sorry if any of our communication felt unfriendly or unhelpful. That’s not the experience we aim to provide, and we take your feedback seriously. Our goal is to support you as smoothly as possible, and we appreciate your understanding.
If you have any additional questions, please don’t hesitate to reach out, we’re here to help.