Update by user Jan 30, 2021 Company fixed the issue and I have been provided with product replacement. I was offered (approximately on the 10th of January) either a refund or they could resend the product, and I chose the product. I received the item on the 15th. So thank you for resolving the issue. Even though it was way after Christmas, my son was very pleased with his personalized door mat!!!!. Original review posted by user Dec 30, 2020 Lady on phone was very nice. She didn't have any new info as to where my package is, but did say she would at least reimburse my shipping. At least she tried. Hopefully I get my sons Christmas present soon!!!