We had a problem with our first order, which arrived partially de-frosted. When we addressed the customer service with the issue, they instantly offered a full refund and a replacement. I opted for the latter, and our chili arrived properly frozen and properly packaged. While the timing of the first order was great, the second order took some 4 days more to arrive than we had expected it to do. As a customer who suffered from the improper order, I would have expected my replacement order to arrive in no time. However, the quality of the items was top-notch and we are looking forward to order more with the company.