Their Trade Assurance Protection is horrible. I ordered a sample of a customized iPhone selfie case, and the paint came with a bunch of holes and one of the LED lights was broken. I opened a claim and Sunny is name of the claim manager and she is terrible at her job. Bad communication skills and I don't think she understands English very well. She kept sending me copy and pasted messages even though I kept asking specific questions and she just wasn't answering those questions. She then closed the claim stating that I "never uploaded any evidence" even though I had uploaded a ton, i think she just didn't want to deal with my messages anymore since she didn't understand them. I had to open a second claim and I asked if I could work with someone who isn't Sunny, but it seems like Sunny is the only one that works claims. This time she took a total of over 5 days to reply to me and finally answered my questions sufficiently and offered me an $80 refund for an order that cost me $110, and I accepted, only for her to respond saying that my order is no longer under the protection period because too much time has passed. Like seriously?!? Even though it was all YOUR fault? If Sunny had just looked through the evidence the first time, and answered my questions, I wouldn't be in this situation! My order was still under the protection period when I opened the claim, orders should be protected while a claim is still open, the protection period should only apply to opening claims on the first place, that's what all other companies do. For a company worth billions, it's ridiculous that this is their policy. I guess now I know why they're worth billions though, they're taking advantage of poor small people like myself. I tried contacting their customer service to explain the situation and they told me I would get help from the manager of the claims department, but I just got a message from a regular customer service team member.