Once you get someone to respond to a message, they are very helpful. However, that has been hit or miss, and the process is very slow. I get the sense they are not staffed at a level to manage their volume of orders. Prior reviews that say it's worth it to pay extra for priority handling probably make sense, but I didn't do that because it seemed unreasonable and the normal time seemed fine. That apparently will get your order not just regular handling, but bumped to the back of the line.