2 weeks after my order I'd heard nothing. Phone # was not accepting calls, "live" chat was not accepting messages, email went unanswered. Finally I messaged via Facebook & someone replied very promptly. Said they were having some system overhaul or something. When I told them I needed the item for my son's bday party, they very kindly offered to expedite shipping, and the item arrived on exactly the day I told them I needed it by. And it was awesome.