So, I placed an order for a pipe. It took the average amount of time to receive the package. It was very well packaged in a good box, sealed in the store packaging, wrapped in bubble wrap, and then wrapped in paper to prevent in from moving around the box. The packaging was superb. So imagine my surprise when I looked at the pipe only to find it broken. A big chunk of the ceramic on the front of the pipe was completely broken off, leaving a big hole on the front of the pipe. Now here's the confusing part. The store packaging was still sealed. I also looked through all of the bubble wrap and paper inside the box. There was no broken pieces. So this tells me that it was sent to me already broken. I was extremely disappointed. We were looking forward to receiving this particular item, as my husband is a huge shark fanatic and it was sent to him as a gift. His face just fell when he saw it to be broken before even opening it. I sent an email and took pictures and was informed that due to an increase in business and lack of staffing, or something along those lines, it could take some time before receiving a reply. I'm still waiting on a reply and an answer to my request for a non-broken replacement. So, because the item itself is a really neat item even with a chip in it, I gave it one star. I also considered the phenomenal packaging, and therefore gave it another star. If I could give a half star I would, because the wait time to receive it was reasonable. My final rating is a 2 1/2.