"I'm really sorry you didn't receive the collar. Its only happened few times and I'm alw ... " (more)ays going to refund credits. Have no control over postal service."
"I want to apologise for not responding. I've been unwell and double checking to make sure item ... " (more)was mailed. Once in a blue moon this happens when item gets lost in transit. I feel bad this happened. I will look and see if I have another. If so will send free. My fault."