I've bought two from them, the first one never made it to me - it was broken in shipment - a new one came. the only way I knew was I was watching the status with the tracking number. If the thing doesn't arrive damaged, the fail rate on these things is pretty low. If you watch the site, you can often catch it with an additional 5-10% discount - they often run them on weekends. Bigger ones on holiday weekends. They also offer delayed, no-interest, if you want to get one of their credit cards. The first one they shipped UPS, the stuff I got recently came by a common carrier on a palet. Looked like it just left the showroom. Guess ups isn't the best for toilets.