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Unfortunately as a customer we agree to their terms when we place an order whether we're familiar with their recommendations or follow them. Hopefully others will be more careful before buying chicks if they use brooder plates. I thought they got as warm as a mother hen and was considering one!

Unless they arrive dead or late(which leads to many dying ) they don't offer refunds.

Your chicks arrived dead.Thats all they guarantee.

Its my understanding they only guarantee a safe and timely arrival therefore they would only owe for any that arrived dead.The devils in the details.