I have been ordering from the company for several years, always friendly service, always all the items that were arriving damaged due to transportation were replaced or refunded within 24 hours maximum. The last time, i picked the toy some days ago, it was damaged, i wrote to the customer support. They replied asking to send additional data, which i did. Since then, they are silent. I guess that it can be due to the epidemy in China, hence, I would recommend not order from there at least until all is back to normal.
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