Just to protect yourself in case there is any issue with this replacement snake (which I strongly feel you should NOT have had to pay shipping for) keep a file of all correspondence with these folks, do everything in writing not by phone (or have all phone conversations confirmed by written email) and take a LOT of pictures. Things like the box unopened, closeup of all shipping labels, box first opened up with snake still in shipping bag, etc. I've seen a lot of people that couldn't get their money back because they didn't think ahead to have the evidence that the snake arrived DOA or in very poor condition/very poorly packed.