The first mirror that arrived was completely smashed. I called OVERSTOCK that evening at 10:00 PM. I spoke to a rep who immediately started the process of replacing my item. I was kept abreast of what was going on by several e-mails throughout the next few days. These e-mails always stated how sorry they were for my inconvenience. Within a week my replacement arrived in perfect condition. I would not hesitate to order from this company again. Excellent customer service!!!