Many of the larger places just ship numbers to make up for the DOA. I have been at the local Petsmart several times when they get their shipments in and worked at Wal-Mart a few years during college. The times I have been at Petsmart when they were opening the goods (dozen times or so) the following was observed. Everytime the boxes looked like they fell off the truck. Corners dented, rips in boxes, and usually wet (I wonder if...) The boxes I observed looked to be used several times by the looks. I didn't see any insulation just boxes marked live fish. Often 30 to 40 percent of the fish were dead. The bags were severally overstocked with fish. Many bags of all but a few fish were dead. I spoke with one of the the "fish experts" and she said it was normal from her (less than a year) experience at that particular store. I have observed several different ways at other smaller shops, insulated boxes (styrofoam), newspapers, insulation, and towels.