initially i received a reply to my email. then it took progressively longer to hear back. and had a payment email that lacked the payment link. after payment i didn't hear back and after i reached out after maybe a week, i received contact and tracking information. at the end of the day i received what i ordered but the process could have been a lot smoother. the bag arrived w/a small circular piece of steel on a magnet that indented the leather. all good but careless oversight. : )