This was my first purchase with LOZURI and I was skeptical. It did take about 5 days to receive a tracking number (as the site clearly states it may). The team noticed a small mark on the bag and contacted me to offer a slight further discount or the opportunity to cancel my order. The bag was lovely and was probably handled and tried on in store. It was missing some of the protective hardware stickers (not all of them). It was packaged well and arrived in 4 days once shipped. For me, the wait time and the small imperfection was well worth the over $1000 in savings. The customer service agent, Annaly, was very professional and responsive.