I placed an order online and was promptly notified by email that the changing pad in the Zoo Frenzy print that I had order was out of stock. I was offered the option of obtaining a refund, ordering a different item or selecting another print for the changing pad. I called customer service to notify that I was going to pick a new print and spoke with Janna, who was very courteous and polite. She made sure that the new print was in stock and notified that she would ship the pad the same day. Will not hesitate to shop from this company again :-)