We do this by treating every order as if we were making a purchase for a member of our own family. Typically, our orders are shipped quickly and received without a hitch. However, every now and then - a problem arises. A shipment may get lost at UPS or FedEX's terminal, an item arrives and is found to be defective - or perhaps it was damaged in transport. While we are fortunate that these occurrences rarely happen - when they do - we take them very seriously and work swiftly to correct the situation. We immediately assign one of our customer service professionals to you and he / she stays on top of the situation until you are 100% satisfied. Our purchasing power gives us top priority with our manufacturers (and we select our suppliers on their own level of professionalism and commitment to customer service issues). As we trouble-shoot your order, we stay in constant communication with you (by phone and email) so you are current with what's going on. And - we are relentless in resolving any issue promptly - until our customers are totally happy with their purchase.