I had a situation recently where a 30 ml of Bogart was missing from my order. I placed another order and asked in the "Comments" section at the bottom that the missing item from my last order be added in when it shipped out to me. I included order number and what was missing. Then I also sent a PM on here with the same info. It worked and I did receive the missing bottle in my next order. Backwoods has never done wrong by me. This was the first time I had a missing item out of hundreds of orders over the years. And Deana made it right. Definitely can't complain.