The shipping costs are somewhat high but I guess you get what you pay for :-). The pad I received was a little scratched when I received it(it came in one of those padded envelopes instead of a box which surprised me a bit)- I immediately emailed their customer service about it and received a prompt reply in a phone call no more than 30 minutes later telling me they'd send me a second one at no cost, and I don't even have to return the first one to them! Overall I'm satisfied with the whole experience :-)