When I first received the Soft Plyo Box, there was a huge tear in the box, through the foam right down to the wooden box inside. You could tell that UPS most likely used a forklift of some sort and pierced the box during shipping because they tried to tape the packing box with clear tape. However, when I spoke to Katherine at Vulcan, she was absolutely amazing and worked hard to get me a replacement box. Even though the damage was not her fault, she did everything to make my life easier for the return. I will definitely recommend Vulcan products and their service to friends.