We take customer service very seriously and therefore operate a no quibbles guarantee for any issues. Because we track every package on your behalf, often we will spot an issue and resolve it for you before you even know about it! But unfortunately, when a package leaves us in the hands of the courier, the actual delivery is out of our personal control. In the rare instances where a package is not delivered, we will send out a free replacement for you. If a product is damaged in transit, we will be happy to send out a replacement once we've seen photos of the damage.