Customer service replied promptly to my questions. The rep offered alternative style options when I found I could not customize the weight and size of the tankard I wanted. The website should make it more clear how many grams each weight class weighed. However, when I asked whether the brass rim would tarnish over time (and what kind of care can be taken to prevent or reduce that), the customer rep merely directed me to the website for the answer as if I had not read all of their tankard care information (which I had). Their website did not have the answer. I chose not to get a brass rim. The tankard order did fill and ship quickly. With the standard AirMail shipping option, I didn't have to pay duty, either (I am in Canada)! Overall, the experience was good, if a bit unclear on some details.