When I was ready to order, I had some questions and up popped an online chat. All of my questions were answered and I proceeded to place my order. My credit card company declined the charge because it was not a company that I usually do business with. I called and the charge was processed. I had a polite email from Rove alerting me why I might be having problems charging and also follow up emails letting me know the order and manufacturing process. What a great job!