His name is Paul. He asked for 250 down on the dog. He said he would send it through the airlines and it would be here very early in the morning. He then responded later and said my dog would be here at 11 AM. It was 12:15 and I contacted him asking where my dog was and he said it will be there. By 7:30 PM. I asked for a recund and he said their company policy is 10 days and then they will process a refund.