I have been to Underground's store. They have a small retail store, and a larger warehouse a few blocks away. It's a larger operation than I originally expected. Professional. I had good customer service from the store and the warehouse. However, if you are looking at a photo on their website, I suspect that it is likely a stock photo. You can try asking them for a pic of the actual snake. My impression from my visit there, is that they are very accommodating if you actually get a hold of someone on the phone. Keep in mind that there are quite a few people working there, so you may reach a different receptionist or phone operator with each phone call.