Several months ago I placed an order with CT and my mistake it was sent to a wrong address. Long story, it was forwarded to me and didn't arrive and didn't arrive. I checked on it with the PO both ends and nothing. I called CT and explained my problem and said it was my fault but, what could we do? The very helpful rep re-ordered everything and sent it on to me . . . . no extra charge! I DID recieve the origional box and several days later recieved the second box. I called CT and asked for a sending back address and the mailed me a new label. They have my business for sure! Not to mention how I love their fabric and thread, too!