Cackle Hatchery, much like every other hatchery, does not guarantee 100% success in sexting. Thats why they send an extra chicks, that and just incase of a loss. They state this before an order is placed, therefore it isn't just for them to refund for an accidental roo. It will always be a risk with any chicks, regardless of where you get them. As far as the 4 legged chick, that is unacceptable. It doesn't take much time or effort to quickly visually inspect a chick for defects before shipping. That is poor on their employees part, but the sexting is no guarantees and not a reason for a refund. They are fairly reputable for proper sexting, but there is always that risk of a roo anywhere and any time. When i go into the hatchery, they definitely look out for the best interest of their chicks. They ask the customers to use proper hygiene in their facility. They thoroughly educate you and ask questions about their transport and housing to determine the best outcome and health for the chicks even before they leave their facility. I have been very pleased with them, will continue to use them, and do recommend them.