Let's ask Maddi, I think she knows. I hope this post wasn't startd to irk us on. You know IKS, aren't you even the least bit embarrassed asking this question? It's not rocket science to know what good customer service is. Some have it, some don't. You have been in business how long? I just replaced a shipment of 10 pounds of melts that FedEx crushed (first time ever). No questions asked. I busted my butt to get them redone for the customer, shipped them out ASAP and that was before I got my refund from FedEx. I am sure they could still use some of those tarts, but I was not about to ask them to send them back. That's good customer service.