I tried twice to call cutomer service and kept getting pressured to let them call me back....WHICH THEY DIDN'T so the third time I insisted on staying on the line even though live operators popped on twice to ask me if I would like to have someone call me back...I FINALLY was connected to a customer service agent, sounded like in Manila, and proceeded to be on hold off and on with her for precisely 39 minutes total. During this time, I was told I was mistaken TWICE that they DID send me the customized Unicorn Lunch box I ordered because the warehouse had CHECKED their records even though I am PHYSICALLY LOOKING AT THE BACKPACK in front of me. Cut to 27 minutes later where I am told they will send me the lunch tote that I actually paid for, but they will need me to send back the personalized backpack, because it is valued over 15$ dollars...BUT I won't have to pay for the shipping to return their mistake.... OH and the lunch bag will take 5 WEEKS to get to me..... WORST BUSINESS SERVICE EVER.