My pups get their barkbox every month. About every other month, they are a week late. The boxes are supposedly customizable. Meaning, my rescue doesn't have any front teeth as she tried to chew off the chain she was on before being rescued andI have told barkbox repeatedly that she can't chew the really tough chews and have been assured that it is noted that she can't have those and yet more than once, she has gotten them. Barkbox also says they want you to be happy so they will fix the problem. They have replaced the items that she couldn't chew (plus a toy that was left out of a box), but actually getting a hold of someone to get help ridiculous. Never had an email answered, text messages take 6 or 7 hours to get a reply, call center puts you on an endless loop. I have only managed to get help through the live chat, but half the time, its unavailable and it takes me an hour just to get it to connect. My dogs love the product, i just wish barkbox could get it right the first time so I don't have to contact them.