We did a warranty exchange with Churchill & Smith/Spencer's Ventura Mattress, and their service was fantastic because, first off, they didn't give us a hard time about doing the exchange at all; second off, the product came in as expected after the warranty exchange. The reason we were doing it is that we needed softer pillows--and how often do you get to do that? The new pillows arrived moderately quickly, and I love my pillows.