I placed a pretty big order a few weeks ago which included the optimum OP/OC/OHC 32oz, ONR, 303 spot cleaner, 303 protectant, and Danase MF wash. Well it must have been cold on the UPS truck because everything arrived frozen, and most of the product labels stated to not allow to freeze. Well when I contacted Bob, he agreed right away to send me a new shipment for everything liquid I ordered without hesitation, and let me keep the old products. I'm not sure if they are good still because I read some threads that said 303 goes bad if its frozen, but basically he's out over $100 worth of supplies plus shipping just to please a customer. I'll be doing all my business with him from now on because I've never recieved such great online customer service.