I ordered a large, expensive framed print and it came with a piece of debris caught between the glass and the matte. I felt I paid too much for it to let it go so I contacted customer service and sent pictures. They were very easy to work with and shipped a replacement. I returned the faulty one with a pre-paid label they mailed me and they refunded my initial shipping cost. I had no problems with them at all and they were very willing to make it right.