Shipping is woefully expensive

Guys, let's face it, overnight shipping is expensive! We want to make the customer happy, but we also need to run our business and keep the lights. Recently we had a customer place a $56 order, didn't pay for shipping in the order, and after being asked by our staff to add shipping, they wanted a full refund. Ok, maybe you didn't know, but here's the reality: you are buying animals that originated from Oceans over 8000 miles away. We are not a garage outfit, we have lots of taxes, rent, overhead, payroll taxes, material, equipment, utilities etc. Shipping has risen every year, and we are trying to keep it down for our customers. The truth is, many store have closed in the recent months. We will do whatever we can to bring you the best value, please work with us in this endeavor. Thank you!

Here's the email we sent to that customer: