It depends on the item. When I have ordered something they actually have at their shop (fabric), I haven't had a problem. But, I have twice ordered items that were drop shipped and it was a nightmare both in getting the product and even in getting info. One item was delivered almost 2 months after ordering and it was cracked. Rather than try to deal with them again, I kept it and tried to repair it. And this was a $190 item! I love Mrs. Burns and her videos always make me laugh. I may purchase a ruler on sale from her company, but not anything else no matter what the deal is.