In error I checked out and pressed the VIP membership button. My order consisted of 3 tiles that I wanted to give my Goddaughter being here mother just died. The tiles were of the deceased, goddaughter, and grandson. Instead of this company understanding or considering my error this is what I received via email! Audrey, Thanks for getting back to us! I want to clarify that we offer both VIP and non-VIP member options at checkout so that our customers have the flexibility to choose what works best for them. I have gone ahead and canceled both your order and VIP membership, as well as refunded your payment. Please allow 5-10 days for the refunded amount to appear back in your account. Wishing all the best, Dana Warm regards, Dana Customer Care Specialist | Storyboards NEVER DO BUSINESS WITH THESE HEARTLESS PEOPLE