I have read that they aren't the best at responding to emails. I had called about a shipping question before purchasing. There was about a 10-15 min wait, but the guy I spoke with was knowledgeable. I had emailed the same question a few days earlier through the live chat service with no success. I emailed about the tape after work friday, so they have only had 1/2 a buisness day sofar to respond. Their return policy asks you to call with issues, so I just called. Just about the same wait time, so nothing too suprising. I spoke with Jesica, she was friendly and helpful. I've emailed my pictures to her, and it appears they will be handling this situation. So far, I think their customer service is pretty good.