My rug got lost in the mail but I was sent a new one free of charge that arrived very quickly soon after. They were very pleasant to talk to and quick to respond. Great customer service! And the rug is very lovely. I bought the premium one, and it is very soft and feels great to walk on. It even had a surprising hint of a tan color shading on the staff which was very pretty, and it looks well made. I have attached a picture here. There are still some creases from when it was folded for packaging, but those are already starting to go away as it has time to set, and I am sure they will be completely gone in a few days. When looking into other staff mats of equal quality, they were much more expensive. Great quality for the price, would definitely recommend!