I ordered a customized Pittsburgh Steelers glass mug for my father's birthday December 2020. The package arrived on his birthday (approxiamtely 1 week after placing the order online) and we found the circle around the logo was incomplete. I corresponded with a virtual assistant on the Lids website and they apologized and said they will send labels to me to send back free of charge in order to receive a replacement. A day later I received an automated e-mail outlining the criteria in which the company may decline the return; one of them being a customized product. I responded to the e-mail voicing my concern since the product I was planning to send back was customized. I received a response 1-2 days later and they assured me I did not have to worry as they would be sending me the promised product without having to return the product I originally received. 10 days later, I received the promised product in mint condition with the logo and customization completed as requested. Despite the low ratings on this site, I was extremely satisfied with their customer service and really appreciated the time and effort they put into ensuring I received the product as requested, without any additional costs.