Maybe COVID-19 has impacted their business. Don't know if they are jerks as that would mean I've been able to have some contact with someone at the company. That is the issue, there is a complete lack of customer service. A request for an exchange requires first digging up the policy on their website and filling in an online form. But after an initial automated acknowledgment, there is no response. For over a month, even with multiple attempts to follow up, I have not received a single communication from this company.