I don't know if this is standard operating procedure with AIM or not but I had an order go missing when it arrived at my local post office (post office was horribly unhelpful and could have cared less that they lost my package.) I called AIM to see if there was anything else that could be done to find my order and they sent me a new order free of charge. I was really impressed by this. AIM, you have a customer for life. Thanks for the phenomenal customer service!