I ordered 5 router bits from Horbren, one of them was the wrong shank size, my mistake. Called and talked to Brian, and he said I could send to bit back for exchange. Sent the bit back with credit card#, because the bit I wanted cost more. After over a week never got a response. I called and was told Brian was not in, left message to call me. No call, called 3 more times over 5 day same thing Brian not in office.. Called today and told the lady I would post on woodworking forum and call credit card if I didn't hear from him today. No call.