I purchased the "neck and shoulder" heating pad for my daughter for Christmas. She loved it except complained that some elements inside came through the fabric and would scratch her neck. I called your office and spoke with Wendy. She graciously explained that the material inside was incompletely ground and immediately offered to send a replacement. She was so kind and made me feel cared about. Not only did she send a replacement, but included the cheetah neck wraparound for my granddaughter. WOW. Amazing customer service. Thank you so much for this product. My daughter loves it. And thank you for all your thoughtful consideration.