I was sent a female tricolor hognose last week, with a partial trade of 2 of my turtles (a red cheek mud turtle and a male diamondback terrapin) and some money. It came out of the box very sluggish, etc. I contacted Heather and she informed me that the temps had been very cold in TN where the snake went through after speaking with FEDEX. Apparently the heat pack she included, failed. She immediately offered to replace the snake, refund my money, etc. I asked her if she was OK w/me waiting a couple days to see if the snake recovered. I gave it the heat, humidity, nutrical, etc it needed, but it eventually died.
She again offered to refund, and we talked about finding replacement animals. Although she was unable to find what I was looking for, she made the effort. When she couldn't find the animals I wanted, she immediately offered me a refund. Though it was unfortunate about the snake, the transaction and customer service was excellent.
I have not yet actually received the refund, but it hasn't been enough time for the transaction to process back to my card. I believe I will receive it, by tomorrow or the next day, most likely. Heather was a pleasure to work with.