When my order was taking too long to arrive, I posted many comments on their Facebook ads and with email replies. I should have reached out sooner. Even though it was the weekend, I expected someone within the company to respond. Once I did receive a reply, I felt more confident, as they were willing to work with me. My order finally arrived! After unwrapping the puzzles, I detected a strong, acrid order. So, I have been airing out the puzzles and felt pouches, before I can wrap them for my grand babies. In retrospect, I feel original correspondence addressing timing and updates would help with a more positive customer experience.