Purchased a 1.2 gal /flush Toto and soft close lid. The bottom of the bowel was severely damaged when I opened it (broke in 8-10 pieces ) Emailed Vevano late Friday evening , with pictures. They responded Sunday afternoon, asking if I wanted a refund , or a replacement. Requested a replacement bottom, as the tank and lid where in good condition. They followed up literally daily with updates, thanking me for my patience . The replacement bowel arrived Thursday afternoon, in excellent conditions. Responded how impressed I was the way the situation was handled . The damage was obviously done in transit (UPS ) . Am completely satisfied the way the handle the entire situation. Would highly recommend them. They know how to do customer service, and their price was very competitive .