You can search the Shad comfort seat thread to get a flavor- their level of "customer service" is documented there. I ordered from them anyway. On 7-30-14 I purchased a display model seat- I still have the email plainly stating that it would ship later that day, and I would receive a tracking # later that day. My credit card was charged that day. Even at that,I gave them a week before starting to email them about the status of the order. I have received a couple of responses in that time ( few compared to the # of emails I have sent them)-it has been taking them an average of 2 days to respond. Their responses are apologetic with promises to look into it and send me an update. it has been 3 days since the last response. I have tried numerous times to call them, and have yet to speak to a live person- they are apparently geared toward "leave a message" or "send an email". This has been the single worst buying experience ever for me, and although I like Shad products, I can't ever recommend to North American members on this forum to buy from Shad USA. I would like to just cancel the order, even though I really want the seat, but since my card has already been charged, I'm worried about what kind of nightmare (judging by the way they operate so far) getting it credited back would entail.