Communication at times was lacking. There was no response to my initial e-mail about why the order had been cancelled. I had learned that it had been cancelled from Fedex. A telephone call went unanswered. When we tried telephoning again we told that there would be a reply in 1/2 hour. After an hour or two we kept telephoning every 5 minutes until we finally got a response. The product finally arrived and is working very well. I am not sure if i would try ordering on-line again. I would probably telephone an outlet in Victoria or Courtenay, B.C.