I ordered a cup back in September (2010) and by mid-October I thought I had waited long enough. I emailed and I left phone messages (until the voice mailbox was full, so I know I wasn't alone), but I never got a response. Finally, I contacted MasterCard and submitted it as a disputed charge. After an investigation, MasterCard has just informed me I am entitled to a full refund. I don't know what has gone wrong with this company or why (again, I have never been contacted), but I definitely would NOT recommend it.