The first item I ordered arrived damaged. The wonderful customer service which responded immediately by text/email informed me they would replace or refund. I decided to order a different size. They told me to keep the damaged item. I wasn't sure which item to order because I wasn't clear (there were 3 sizes to choose from) and my daughter wanted the "squatty" wooden lantern one so the kind customer service person picked the correct one. I asked if they could please make sure it would be packaged with enough material to protect it against damage and she assured me she would make a special effort to see that it would. Also being close to Christmas she assured me it would arrive in time for Christmas. All of this back and forth conversations was very prompt and clear and I can't say enough about the great customer service of this company. I have purchased at least 5 or 6 items from them and have always been pleased. Great company.