tbh this is my second PF from them, shepard came 1-2-3, although I didn't feel the likeness was on point, i took the 40 dollar credit towards drake…luckily i had that ex head which has grown on me like crazy since i can see it in person…Ik i emailed or called them and left a voicemail and they called or emailed back, or both. I'd say within a week i heard from them…not exactly amazon but overall i was satisfied with their customer service…I'd hate to be in the position where some ppl are, like w the sauron pf, where theres an issue and they are telling them to send it back for a full refund and re-order, instead of giving them a replacement piece..