My order took longer to ship than I expected -- I wish the company were more up front about how long the process can take -- and Brilliance charged my credit card in full before the order shipped. However, I received excellent customer service the whole time, including a rep who took the initiative on her own to find me a superior, similarly priced replacement stone when the one I initially ordered proved unavailable. My order arrived less than 24 hours after being shipped, and I paid an impressively low price for superb merchandise.