Hey Dawn! We are absolutely devastated to hear about your terrible shipping experience with our Puppy Love Dog Treat Duo and we sincerely apologize that you never received your original order - this is completely unacceptable and falls far short of the exceptional service we strive to provide every single customer! We're truly sorry that you had to contact our customer service team three times before getting this resolved and that our shipping process failed you so badly during what should have been an exciting treat delivery for your pup! There's absolutely nothing more frustrating than waiting for a special order that never arrives, and we take full responsibility for this disappointing experience that clearly didn't meet the standards you deserve as a valued customer! We're grateful that our team was eventually able to get another order shipped out to you, but we completely understand your frustration and disappointment with how long this process took! We know that trust is earned through consistent delivery and excellent service, and we're committed to doing much better moving forward to ensure this kind of shipping nightmare never happens again! Our main aim is to promote pet wellness, and we feel honored to have the opportunity to make this right and hopefully earn back your trust!