We had a UPS lost package but we did get a replacement and customer service was excellent helping us.  It’s a nice bed.  As I read in some of the other reviews, the legs aren’t the best so if you have to move it be very careful.  They should’ve been made out of something sturdy instead of plastic.  We bought this bed for our 12 year old and the legs are perfectly ok for her, but I’m not sure how it would hold up to a larger adult lol.