They will replace or refund. I actually think the cold air up at the level air cargo planes fly probably was the culprit - they allegedly maintain 45F at minimum to keep liquid, medicine, etc from freezing but that's still pretty cold for little ducklings. There was no heating pad in the box. When I initially expressed concern about them coming from CA, they told me they were well packed in a special box. There was nothing special about the box except some air holes. There was straw at the bottom and a cup I guess contained grow gel at one time but nothing else. They claim losing 5 is very unusual (though it is exactly what I suspected might happen.) I am waiting 48 hours to make sure the rest are ok (though they are very lively this morning.) Really want more Cayugas but no one in a 3 hr driving range seems to have them (incl AL, NC, SC, and eastern TN!) so am torn on refund or replace.