I like PetFlow Very Much. The only difficulty that I have ever encountered is when a cat's toy was shipped with heavy bags of food. The shipping container was not taped well and came open on the bottom, the heavy food made the toy pop apart and half of it was lost through the open box. I called to speak with a representative who told me I had to send the code off the package in with a letter, and they would replace it. I do not get outside of my home very much, let alone to the post office, so I did not send the letter. It's not that I can afford $14 for a toy, but the difficulty involved in getting a replacement is too much for me and far outweighs the advantage. I don't know why the rep could not have just taken the number from me over the phone and sent a replacement. Needless to say, I will not be ordering any more toys from PetFlow. Other than that, the deliver service is very wonderful and I will continue to use it for my pets' needs.