I used the online form and instructions. Never talked to anybody, but didn’t really need to. It was a little expensive (I could probably purchased a new jacket for the price), but this was a gift from my mother and fit much better than the G1 issued to me. The paraloft had made minor repairs to cuffs and waistband, but the zipper was starting to go and then lining was in shreds so it needed serious repair (beyond capability of squadron Flight Equipment shop). I could not be more pleased with the product I received back from U. S. Wings. If you have a jacket that needs repair, use them, you will not be disappointed. Again, not cheap, but costs are reasonable and spelled out on the repair form. You get what you pay for.