I have ordered live food from them consistently; their shipping is unreliable; pay for the next day shipping, there is still no guarantee you will get it quickly. I was aware of this, but it wasn't a problem for me. My last order was never delivered; they didn't provide the tracking info in time. When I contacted them, they were incredibly unhelpful, I pretty much received the same email back every time, and they refused to refund me. Even though legally, it was their responsibility. They don't treat their loyal customers well. They will essentially ignore you until you are frustrated in to giving up. I am disappointed. They won't refund you!