The product is comfortable, well made and looks like it will do a great job over the long run. However, shortly after our purchase, we put the gel pack in the microwave, apparently for too long, and a small opening in the pack developed. We wrote to the maker to see about ordering a replacement, which we were willing to pay for. They replaced the damaged pack free of charge (both the product and shipping) within days, and provided suggestions for avoiding pack damage in the future. What a great customer support experience!
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