Bill, I have had similar experience with OTB. One order I received had been broken open from obvious mishandling by UPS and about 200 out of 1000 had leaked out along the way to my house. I called to see if they would send me the 200 bullets. The lady on their end and I had a good laugh as we imagined a trail of bullets all the way from Oregon to Virginia. She said they couldn't break up a box of 500, so she would send me a box at no charge for shipping. What I received was 1000 - no charge. I think I have more of their boxes in my reloading room than any other brand. Besides their first rate service, I have also found their bullets to be first rate which is perhaps the most important factor in it all.
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