Sorry to hear that Alec! I think that's crazy they didn't use heat packs to ship livestock at this time of year! A bit of tin foil and newspaper wouldn't keep your dinner warm let alone live animals!
Another thing I've noticed some retailers fail to realise is that often the type of heat packs used (when they are used), require air to heat them up and keep them warm. It sounds counter productive but there needs to be some kind of ventilation otherwise the heat pack will just cool off, no matter how many you stuff in there.
Hopefully they can come to a reasonable resolution with you.
Another thing I've noticed some retailers fail to realise is that often the type of heat packs used (when they are used), require air to heat them up and keep them warm. It sounds counter productive but there needs to be some kind of ventilation otherwise the heat pack will just cool off, no matter how many you stuff in there.
Hopefully they can come to a reasonable resolution with you.