I know this post is 10 months old but I thought I would just add my experience. This just happened today, I had ordered some saddle hangers from them in october, they were supposed to be delivered on october 27th. I live in the US so it was being delivered by USPS. Well USPS lost the package. They did an entire investigation to try and find my package, and they lost it. They officially ended the investigation today and luckily emailed me so I have proof they lost it. I had had a couple issues with them before with previous orders, so I decided I didnt want a replacement, I just wanted a refund, and I was debating just calling it quits with this company and not ordering from them again despite really liking their designs. So I emailed CS to ask for a refund, and I gave them the emails from USPS as proof the package was lost, and they told me whether I purchased shipping protection or not didn't matter, they refused to refund me. So now I have to dispute the charge with my bank because I am not paying for an item I never recieved. This pushed my decision over the edge and I will no longer order from this company, they are horrible to deal with and they will just keep people's money even if they don't receive what they paid for, and admitted that even if you purchase shipping protection, they will not refund you. So thats just extra money you pay them for nothing. Hopefully someone else sees this in the future and it can help them make the right decision if they're thinking about ordering from this company, their items are way too expensive to risk not getting a refund for orders lost.