I'm absolutely amazed about the customer care. I emailed their support team and they replied within 24 hours with a detailed answer. The product arrived in a beautiful leather box with a velvet interior. Although the watch was somewhat squeezed into it, it wasn't damaged or anything. I just love the weight on this thing, makes it feel like a sturdy, expensive watch. I have a very small wrist, but after having some chain links removed it fits perfectly. I would definitely recommend this watch to anyone looking for a big sturdy watch.