Had to contact them when a bag of treats and a case of food arrived with a couple dented cans. It’s email-first and it took a bit to hear back, probably due to courier investigation. They asked for photos, logged a claim, and ended up offering a fair partial credit. Not instant, but clear and polite about the steps. Shipping is usually quick for me, just depends on the driver around here. I’ll keep using them, but I’ll order a little earlier to avoid running short.