When 4 of my 12 chicks didnt make it through the mail, they were soo good about replacements and refunds. I called them up the next day and i was given a refund. Then Tracie (the president) went out of her way to replace our chicks since they were already sold out for the season. She lives near us so she gave us a couple of the chicks that she had received from her order just to give us our chicks. She was soo sweet and i would recommend mypetchicken to anyone who is looking to buy for a small backyard flock, they are AWESOME! I am a dedicated customer and always will be!