We were in the middle of a heat wave when my probiotics arrived. The bottle was hot. Since this is a product that must be refrigerated I called the manufacturer who confirmed that it would be ineffective if it got hot. I called the Vitamin Shoppe and they gave me a refund for the product but not for the shipping. The person I spoke with was very polite and helpful. He said that they know the heat was an issue and they were discussing what to do. In light of that fact, why did they take my order in the first place and why did I have to pay shipping?