It is a tough call. Sometimes stuff just happens. Machines breakdown, quilter gets sick or has an ill family member. However, a phone call is in order if an agreed upon deadline can not be met. She may be getting more business than anticipated. I know of some LA quilters that are booked out over a year in advance, and many more whose waiting list is several months. LAers who don't quilt full time, like myself, take longer as well. On average, I need a quilt for at least two weeks just for the quilting process. If others come along they have to wait as well. It is very easy to get behind if one little snag happens but communication to the customer is in order always. Even in an emergency situation once the emergency has passed a phone call should be made and definitely returned.