the first product i ordered never arrived - it got as far as Birmingham, UK and the seemed to be lost. Dr Pen sent out a replacement set within a day me me contacting them - no questions asked. i received the replacement set no problem at all - very happy with the customer service - was nervous about spending so much money on non-authentic product - total confidence in them and their products - do not buy cheaper products advertised on other websites - they are not genuine.!