I ordered the product as a Christmas present for my son for next day delivery (Friday), but the parcel was unfortunately lost by the courier who informed me it would take 3-5 days to search for the parcel and advised me to contact the supplier. I found contacting Rolab difficult as the phone line was diverted to answering machine for the entire day, and my emails and web-forms were not acknowledged on receipt. As a result I did not know whether the company was dealing with it, whether I would receive a replacement and how long this could take. Rolab did send a replacement product which I received on the following Wednesday. I appreciate this is a very busy time of year and the loss of the parcel was the fault of the courier, not the company. Also, the issue was resolved by Rolab who sent a replacement product. However, I did find that trying to contact the company to understand and discuss the problem was a frustrating experience. A customer service phone line or some sort of acknowledgement giving response process and timelines would help, given this is a high value product.