They never got the chance to ship my pet because the military changed my duty station status. They were very understanding and said it wasn't a problem for having to cancel my order. Before I found out, they called me to let me know what I needed to do and bring with the dog. They even offered to take her kennel for me even though she didn't need one, because they new it would help save me space when I traveled. They were very nice and respectful. Then they called me a week prior to pick up. But then I got re-stationed closer to where I am now. I will use them when it is time for me to make a long trip. Very professional and nice.