I had the same issue as Katherine who posted her review 3 days prior to mine. Order placed, payment made, label created… but no shipment of the product. It took days to get a response from customer service, but I did finally hear back and the rep offered a very reasonable solution - send out a new package all together. I was told I would receive tracking number for the new shipment but that never came. I attempted to contact customer service several times and never received a response. I figured the new order wouldn’t be sent out, but thankfully, the package arrived today. Overall, it was a frustrating process with working with this company. Hoping the product is quality and makes up for the several headaches.