I placed an order for two beautiful wigs and one was not available for and was on back order, I called the company and they were closed , so I left a message, and got a call back the very next day, from a real person and not a recording. She gave the option of waiting for the item or choose another. I did choose another and it was very simple, not complicated process. I loved the fact that I spoke with a person who was nice and polite. I only had to pay the difference and my new wig was shipped to me right away. I have gotten one of them already and it is so beautiful and very high quality. I am so looking forward to my other selection to arrive. I will be ordering from Ultimate Looks again, and very soon!! Thank you, Ms Nancy!