Saeto is a small, niche market, online, mail-order company. Since there are only three of us in the office we all multi-task. Anyone can answer your questions. Six months from now and years from now the same people will be there. This is great for Customer Service. We ship between 5 and 30 packages per day. We get almost no returns on any of the products we sell. We prefer email inquiries which we repond to within 24 hours, often within one hour. It's harder to reach us by phone because everybody is doing everything. We do return phone messages if you leave one. We believe in the lost art of "the customer is always right."