I have to say that i was really disappointed when i got the ornament. It was scratched in several places. I sent an e-mail to customer service, with a photo. In no time, i got an e-mail saying they were going to replace it. I was so thankful. No hassle. No argument. I received my new ornament a couple days later. The ornament and frame I bought were a huge hit at the baby shower. Thanks so much. This is why i have been doing business with you for years.