Here's what happened..Tuan P. purchased 4.4 impressa from me. My packing/shipping was perfect. 4 tropical fish styros, containing 2 tortoises per. Each tortoise in it's own cloth bag with newspaper. Newspaper used to as packing around each tortoise in each styro. 1- 40 hour heat pack taped to inside of each styro lid. Small ventilation holes in each styro. These 4 boxes were put into a "quad" cardboard box, designed specifically for holding 4 styros. Several small ventilation holes punched in cardboard to allow air exchange. Temp in NY that day was in the high 30's, low 40's F..Shipped Delta Dash, Ft. Lauderdale to La Guardia on 11/29/13. Box arrives in NY 4:30 pm. Tuan picks up at 5:03 pm. 7:30 pm he either calls or texts (perhaps both) and claims 1 female DOA. And 1 looking "sick". I ask for photo of DOA female. And advise him to soak the "sick" one and keep me informed. After receiving pics of the DOA, I refund his $, plus $30 so he can ship DOA back to me. No word on the "sick " tortoise until approx. 3 weeks later when he claims it died. (Dec.17) Now he wants a free replacement or full refund for the 2nd allegedly dead tortoise. My only guarantee is LIVE ARRIVAL. I can't be held responsible for the animals once they are in his care. I made a generous offer to sell him another Impressa at my landed cost (next time they come in) as a good faith gesture, even though I had no responsibility to do so, to make up for the 2nd allegedly dead tortoise..I was getting tired of explaining all of this to him over and over. I finally told him he had 24 hours to accept my offer. He declined. I recinded the offer when he sent me an email trying to trick me into agreeing to send him a FREE tortoise within 1 month (that was earlier today). My generosity has it's limits. Thanx for reading. Sincerely, Mark Thomas Jagger. Key West, Florida.