Your customer service is not very good. I am guessing that it is provided by third-party support. "JUDE" responded to concerns only after I gave him a negative survey response. He has still not replied to a question I sent about "how long does it take to get a returned product refund. I did find something on your website about refunds taking up to 7-days to process. A telephone support person told me refunds take up to 14-days. The 60-inch towable mower I ordered was too heavy for me to move and operate, and FEDEX was not able to deliver it since I have a gravel driveway and it could only be rolled on pavement. So the item was shipped back to Titan unopened. I also wanted to ask why there is a 20% restocking charge for putting a returned, unopened box back into inventory.