The phone support for customer service was very difficult to reach. Whenever it was called it said they were too busy too pick up. So I had to wait for a response a week later from an email which was concerning since it was a time sensitive request. However they did ultimately respond and issued a credit on the shipping so it worked out in the end. The process was still rather stressful though and hopefully their response times improves outside of the holidays. I am also still waiting for another order that has not been shipped for about a week. The products appear to be at least be delivered but they have slowed down significantly.