Ordered boots and customer service replies during purchase were immediate and excellent. When the boots did not fit, I requested a return. It took numerous days, 9, to process my request after multiple communication attempts...keep in mind the return window closes quick. After reading the return policy, it is an annoyance that store credit is the only offering but ok. Now factor in return shipping, a return processing fee and those boots better be in a pristine box or you'll be charged a fee (mine shipped out in a plastic bag). In our world of free shipping and returns, I will not be shopping with this company again.