I have physical proof of guaranteed delivery by January 6th & the items did not arrive until January 9th. The event these personalized items were for happened on January 7th, so receiving them on January 9th made them unusable to us. I had repeatedly contacted customer service with zero response, until finally I reached someone who agreed to escalate it though he told me "it's doubtful they will refund in full or pay for the return shipping". When I asked how I could reference our interaction I was hung up on. I couldn't be more dissatisfied. I had mentioned to the person on the phone that i would refrain from writing a review until the case was settled but after being hung up on, I feel it necessary to review the items asap to ensure this will not happen to anyone else in this predicament.