First off consider when you order from places like Quebec you may very well be dealing with a language barrier so don't expect exception 2 way communication. Second in terms of customer service what did you expect, she seemed completely 100% polite and judging by the dates and times posted with the emails extremely quick at replying, many places take 24 hours.
I might not be understanding correctly but if this complaint actually comes down to less than $3 extra for shipping then I just don't get it. I'm thinking some of us shouldn't order stuff online....
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