I ordered a bottom of pond filter for taking in water without letting in all the pond bottom refuse. I tried checking the status and couldn't get anything so I emailed. I got a response the same day, within hours. I sent another email just to thank them and they replied that the order hadn't shipped after all but was on backorder. It should ship within 7 days. It arrived within the next week so I was pleased. They had some trouble getting the facts straight but it was Labor Day weekend when I ordered and then they had effects from a hurricane so I would forgive all that. Service was friendly and fast considering the backorder.