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FAQ's



Troubleshooting

I am having technical issues, can you help me?

One of two things may be happening:

1.) It's possible your cookies are confused. Clearing your cookies and then restarting your browser or computer should help.

2.) You may be using a very old version of Internet Explorer. We recommend running all software updates on your computer and restarting it to make sure things are working okay. Another option is to use a modern web browser: Firefox, Chrome, Internet Explorer's 8 and 9.

If you continue to experience technical issues, please contact us at techsupport@mariedeanonline.com. so we can do further testing.

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When will my order ship?


It usually takes 2-3 weeks to get your order out. It will take longer during sales and holidays. All of our products are handmade per order and our turn-around-time may be somewhat longer than what you are accustomed to for commercially available products.

Your shipment date is ALWAYS included in your order confirmation email. Please be sure to read your order confirmation email. Tracking numbers are provided to you on the day your package is shipped and scanned by FedEx or USPS.


We do not respond to order status requests on Facebook. All order status requests must be done via our Contact Form or Email. We do respond to each and every Order Status Request promptly. If you do not get your email response in your normal email "in-box", please check your "spam" or "bulk email" folders in your email program for our response. Please email us at customerservice@mariedeanonline.com if you have questions about your order.

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Does my package require a signature upon delivery?

• Domestic orders of $150 or greater will require an Adult Signature upon delivery.
• Adult Signature confirmation is FREE for domestic orders of $150 or more.
• Adult Signature confirmation is not available to APO/FPO/DPO locations.


If you know that you will not be home at the time of a delivery to sign for the package, please email us ASAP at customerservice@mariedeanonline.com to have your package held at a nearby FedEx or USPS location.

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What can I do if USPS or FedEx Tracking says that my package is delivered, but I don't have my package?

First, don’t panic. Second, please do not send us impolite or offensive email communications. This will not help the situation.

Tips to help locate your missing package:

1.) Check with your leasing or manager’s office.

2.) Check all possible areas outside of your home, including garages, porches and bins. Also, check with family members as one of them may have inadvertently set the package aside.

3.) The USPS or FedEx driver may have hidden the package behind bushes or hedges, so check your yard thoroughly.

4.) Ask your neighbors if they witnessed the delivery or if USPS or FedEx delivered the package to them.

5.) Show this information to your USPS or FedEx driver, as the driver may remember when your package was scanned and delivered. Also, please describe the shipping box to the driver. USPS packages are shipped in Regional Rate A boxes and FedEx packages are shipped in brown shipping boxes.

6.) Please wait a few more days to see if the package shows up.

What we will do:

1.) We will contact your local USPS office or FedEx facility and provide them with the tracking number for your package. USPS and FedEx will investigate to uncover the whereabouts of your package. The investigation may take a few days.

If you still have not been able to locate the package in your mailbox or by one of your doors OR if USPS or FedEx states that the package was indeed delivered, then the next step will be:

1.) You will need to file a parcel theft report with your local sheriff or police department or the police in the community where the theft took place.

2.) We will file a mail fraud/theft report with USPS or FedEx and you will need to sign an affidavit.

IMPORTANT SHIPPING INFORMATION:

We recommend that customers who reside in an apartment building OR know that they will not be home at the time of a delivery to accept the package, OR residence is not safe to leave a package at, to please email us at customerservice@mariedeanonline.com to request that we hold your package at a nearby USPS or FedEx location. This service is FREE. Please be sure to email us before your shipment date.

SHIPMENT DATE:

After completing the payment for your order we will send you a confirmation by email. The confirmation email will disclose the shipping date and shipping carrier. You will receive a tracking number from USPS or FedEx on the day of shipment and not before.

LOST/DAMAGED/STOLEN USPS PACKAGES AFTER DELIVERY:

Unless requested, our shipping method does not require Adult Signature at the time of delivery. Occasionally, USPS or FedEx will ring your doorbell, oftentimes they will not. If you are not at home at the time of delivery your package may be dropped at your doorstep or another location near your residence by the delivery driver.

We have no control over where USPS or FedEx may leave your package. Any package left at your doorstep or another location near your house is your responsibility. We will not be responsible for lost, damaged or stolen packages after they have been delivered. No refund will be issued and no order will be reshipped if USPS or FedEx has updated your package information as “Delivered.”

As a small business, we cannot afford to remake an order and reship for free if your package has been lost, damaged or stolen after delivery.


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I am interested in a product or financial donation to support our local organization. Whom do I contact?

At this time, Marie Dean Hair and Body Care is not currently providing product or financial donations.

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Are all your products natural?

Most of our products are natural. There are some hair and skin products that contain ingredients which aren't natural such as emollients, thickeners and preservatives. We use paraben-free preservatives to provide protection against microbial growth bacteria and yeast. Paraben-free preservatives allow products to remain fresh during the long span between the time of making a product and the time the customer finishes using it. We use the lowest percentage possible of a safe, paraben-free preservative.

In addition, some of the emollients and thickeners we use aren't fully natural but are derived from vegetable oils.

There is no mineral oil, petrolatum or parabens in any of our products.

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What is the shelf life of your products?

Our products are made using natural ingredients and a reliable, safe paraben-free preservative (diazolidinyl urea and iodopropynyl butylcarbamate). The unopened shelf life of our water based products is 3 years. After the product is opened the shelf life is typically 18 months. The unopened shelf life of our non-water based products (example: whipped hair and body butters) is 1 year. After the product is opened the shelf life is typically 6 months. It is best to store our products in a cool, dark place.

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Can I order a customized hair or body product?

We are not able to customize our hair and body products at this time. This includes substituting specific vegetable oils, butters and other ingredients. We offer a wide variety of hair and body products all made with high quality, natural ingredients suitable for all hair and skin types. We'd be glad to help you find the right hair and body product for your hair and skin type.

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Do you use hair/skin cream bases with additives for your products?

No, we do not use formulation hair and skin cream bases and add actives. All of our hair and skin products are handmade by Marie Dean Hair & Body Care.

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Do you use hair typing systems?

No, we don't use them. Our hair products have been used by men and women with straight, curly, wavy, kinky, coily, loc'd and chemically treated hair. The best course you can take is to try our Hair Goodie Bag -- a great way to experiment with our hair products to see how they will work best for your hair.

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I am fragrance-sensitive/I have a super sensitive sense of smell. Should I order an unscented option?

If you are allergic to fragrances, have a super sensitivity sense of smell or develop reactions to certain scents and smells, we highly recommend you order an unscented version of a product. Bear in mind that when ordering unscented products -- what you smell is what is in the product. Unscented products are not returnable and are not refundable.


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Can I request the intensity of fragrances for my products?

We now include a fragrance intensity option in our listings. If you by chance a listing doesn't have this option, please let us know in the comments box during check out if you prefer your products to be scented mildly or strongly.

If you have additional questions or comments about our products, please email us at productinfo@mariedeanonline.com.


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Do you offer SAMPLE sizes for sale?

We offer Hair & Skin Goodie Bags and Sample Packs which contains samples of our hair and skin products. The Goodie Bags and Sample Packs are a great way to experiment with our products to see how they will work best for your hair.

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Do you offer FREE SAMPLES?

We do not provide FREE samples to try our products before you purchase. Our products are quite expensive to manufacture and we simply don’t have the funds to send out free products. We do offer Hair & Skin Sample Packs and Goodie Bags which are a great way to experiment with our products to see how they will work best for your hair and skin.

However, as a token of our appreciation for ordering, we occasionally include a product sample with an order. Please note, we ask that customers do not request samples as product samples are not guaranteed.


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Can I use more than one coupon code to receive a larger discount?

No, promotional codes cannot be combined with any additional offers or codes.

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Can your body and hair butters melt and/or settle during shipping?

Yes, body butters and hair butters purchased during hot weather may melt during shipping. If melting occurs, simply place the body butter or hair butter in a cool place or the refrigerator until it becomes firm.

Body and hair butters can also settle during shipping. This will not affect the quality of the product. Body and hair butters cannot be refunded or exchanged if they melt or settle during shipping.

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I am protein-sensitive and oil-sensitive. How will I know which products contain these ingredients?

We've created hair and skin products specifically for customers who are protein-sensitive and oil-sensitive. These products are documented as PROLESS or OILESS.

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My body/hair product turned brown?

Many times the darker oils and butters used will create a darker colored product. Also, some of our fragrance oils contain vanillin or ethyl vanillin (vanilla extract) and therefore it can cause products to turn pale yellow, light tan or brown. We do not add synthetic additives to keep the products white.

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I did not like the scent. Can I return the product?

Due to the natural aspect of our handmade and handcrafted products, we do not accept returns, offer exchanges, issue refunds or credits unless we have shipped you the wrong item. Try our Hair Goodie Bag or Skin Goodie Bag to test our products and scents.

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Do you offer fragrance-free products?

Yes, most of our products have an unscented option.

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What does it mean when you fill your hair and body jars by volume?

When a product is filled by volume, it means the cosmetic jar is filled to the capacity of the jar, all the way to the top.

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I placed an order the day before/day after a sale – can I receive the discount?

Unfortunately, we cannot honor discounts or sale prices after the expiration date. In addition, we cannot honor discounts or sales prices if you ordered the day before a promotion or sale. We frequently offer discounts and special offers to our customers. Please follow us on Facebook, Twitter, or sign up for our newsletter to receive information on special monthly promotions, discounts and information about our products.

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Can I add another product to my order once it has been submitted?

Unfortunately, we are unable to make any changes to your order once it has been submitted. To avoid delay in your order processing, please confirm the contents of your cart before you complete your order.

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Can I change my shipping address once my ordered has been placed?

Unfortunately, we are unable to make any changes to your shipping address once your order has been submitted. To avoid delay in your order processing, please confirm your shipping information before you complete your order.

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I tried to place an order, but adding items to my cart doesn't work for some reason. Every time I click “add to cart,” the subsequent screen states that my cart is empty. Can you assist me?

One of two things may be happening:

1.) It's possible your cookies are confused. Clearing your cookies and then restarting your browser or computer should help.

2.) You may be using a very old version of Internet Explorer. We recommend running all software updates on your computer and restarting it to make sure things are working okay. Another option is to use a modern web browser: Firefox, Chrome, Internet Explorer's 8 and 9.

If you continue to experience technical issues, please contact us at techsupport@mariedeanonline.com so we can do further testing.

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The order process did not enter the discount.

It sounds like you are trying to use the coupon code in the Gift Certificate field. Coupons appear on a different screen.

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What are your payment options?

We accept payments via PayPal.

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How do you make sure that my payments are secure?

We do not store any payment-related information on our website. Instead, we have partnered with PayPal to process all payments. PayPal provides "bank-level" security on their servers, has an excellent security track record, and some of the industry's best security experts on staff. PayPal's services are being used and trusted by more than 17 million people worldwide.

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How do I pay for an order with PayPal?

Browse our store and add items to your cart. When you go to checkout you'll be presented with one option:

1.)Use your PayPal account. At this point, if you choose to pay with PayPal, we'll send your order details to PayPal and redirect you over there. Follow their instructions and complete the payment. After you successfully pay for your order, PayPal will redirect you back to our site where you'll receive your order confirmation.

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Will you charge my credit card before my order is shipped?

Yes, we currently process our credit card transactions through PayPal for purchases made on our site. Your credit card will be charged immediately after the sale is completed. Unfortunately, there is no other way around this. After completing the payment for your order we will send you a confirmation by email. The confirmation email will provide the estimated shipping and delivery dates. Generally it will take 5 business days to create and prepare your order. Sometimes it will take longer than expected to ship your order. If your order takes longer than 5 business days we will communicate this with you by email. You will receive a confirmation email from FedEx with your Tracking number as soon as FedEx scans your package.

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Do you accept mail orders?

Currently, we do not accept mail orders.

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What is your Turn-Around-Time (TAT)?


It will take 2-3 weeks to create the products and prepare your order for shipment. Business days are Monday-Friday, excluding federal holidays within the United States.

Holidays and Sales
Much longer turn-around-times will occur when we have special promotions, sales or during the holiday season. We could take up to 20 business days to ship your orders out. We will send you a confirmation email detailing your shipment date.

Please note that we care about customer satisfaction and we will do our best to get your order to you promptly.

Delivery Time
We use USPS Priority Mail and USPS First Class International Mail as our primary carrier. We may use FedEx Home Delivery to ship packages depending on the shipping location. USPS Priority Mail averages about 2 delivery days. FedEx Home Delivery averages 4 delivery days. USPS First Class International Mail orders may take up to 30-60 days or more to arrive, depending on customs and local post office shipping delays.

When USPS Priority Mail is used as the shipping method, it is NOT a guaranteed service. The estimated delivery time is 2 days but delivery of packages can actually take up to 5 days to an undetermined number of days.

After completing the payment for your order we will send you a confirmation by email. The confirmation email will provide the shipping date. Please read your confirmation email for this information.

You will receive a delivery confirmation from USPS or FedEx which will include your tracking number on the day of shipment. Depending on our schedule we may send you the tracking number early but your shipping date remains the same as stated in the confirmation email.

Shipment Dates
We ship USPS packages on Saturdays only.

Shipping Fees
Domestic (United States):
o $9.99 Flat Rate Shipping on Orders under $99
o Free Shipping on Orders over $99

International (Canada):
o $18.95 Flat Rate Shipping on Orders under $99
o $28.95 Flat Rate Shipping on Orders over $99

PayPal E-Check Customers
Your order will ship after the e-check has cleared. An e-check usually takes 3 -5 business days to clear but can take much longer.

Please consider the estimated turn-around-time and your needs before ordering. If you do not agree with our turn-around-time conditions please do not place an order.


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Do you have In-Store Pickup?

We do not have in-store pickup at our location.

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How quickly do you respond to email inquiries?

We care about customer satisfaction and we will do our best to respond to email inquiries in a timely fashion.

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How long does it take to receive my order?


It usually takes 2-3 weeks to get your order out. It will take longer during sales and holidays. All of our products are handmade per order and our turn-around-time may be somewhat longer than what you are accustomed to for commercially available products.

Your shipment date is ALWAYS included in your order confirmation email. Please be sure to read your order confirmation email. Tracking numbers are provided to you on the day your package is shipped and scanned by FedEx or USPS.


We do not respond to order status requests on Facebook. All order status requests must be done via our Contact Form or Email. We do respond to each and every Order Status Request promptly. If you do not get your email response in your normal email "in-box", please check your "spam" or "bulk email" folders in your email program for our response. Please email us at customerservice@mariedeanonline.com if you have questions about your order.

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What shipping carriers do you use?

We use USPS Priority Mail and USPS First Class International Mail as our primary carrier to ship our packages. We may use FedEx Home Delivery to ship packages depending on the shipping location. We only use United States Postal Service (USPS) for POBs, Military Addresses, Alaska, Hawaii, Puerto Rico, some US territories and International shipments.

FedEx Home Delivery delivers on Saturday. All shipments through USPS or FedEx come with a tracking number. We provide a tracking number via email on the day the package is scanned by USPS or FedEx.

LOST/DAMAGED/STOLEN PACKAGES AFTER DELIVERY

Our shipping method does not require direct signature at the time of delivery. Occasionally,USPS or FedEx will ring your doorbell, oftentimes they will not. If you are not at home at the time of delivery your package may be dropped at your doorstep or another location near your residence by the delivery driver.

We have no control over where USPS or FedEx may leave your package. Any package left at your doorstep or another location near your house is your responsibility. We will not be responsible for lost, damaged or stolen packages after they have been delivered. Again, it is the buyer's responsibility to ensure that the recipient will be home on the day of delivery to accept the package. No refund will be issued and no order will be reshipped if USPS or FedEx has updated your package information as “Delivered.”

If you know that you will not be home at the time of a delivery to accept the package, or your residence is not safe to leave a package at, please email us before your shipment date at customerservice@mariedeanonline.com to request to have your package held at a nearby USPS or FedEx location. This service is FREE.

If you fail to claim your package from USPS or FedEx, it will be returned to Marie Dean Hair & Body Care, marked as “unclaimed,” and we will not reship your package for free. You will be responsible to pay for the actual shipping cost to have the package shipped out for a second time. If you request a refund, we will deduct the actual shipping cost from the refund.

We are a small business and cannot afford to remake an order and reship for free after we have received confirmation of delivery.


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Do you ship to P.O. Boxes or Military addresses?

Yes, we ship to P.O. Boxes and Military Addresses. We use USPS to ship to P.O. Boxes and Military addresses. USPS averages about 2-5 business days.

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Do you ship internationally?

Yes, we use USPS First Class Mail International or USPS Priority Mail International for all International shipments. We DO NOT ship internationally to Africa, Australia, Brazil, Italy, parts of Northern Europe/European Union, Mexico, Russia, the Philippines, South America and Southeast Asia.

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When will I receive a shipping notice once I order?

We ship orders via USPS and occasionally FedEx. FedEx averages about 3-5 delivery days. USPS averages about 2-4 delivery days. We will provide you with an email communication and delivery confirmation when your order is scanned by FedEx and USPS.

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The tracking for my package says "Delivered, but I never received my package?

First, don’t panic. Second, please do not send us impolite or offensive email communications. This will not help the situation.

Tips to help locate your missing package:

1.) Check with your leasing or manager’s office.

2.) Check all possible areas outside of your home, including garages, porches and bins. Also, check with family members as one of them may have inadvertently set the package aside.

3.) The USPS or FedEx driver may have hidden the package behind bushes or hedges, so check your yard thoroughly.

4.) Ask your neighbors if they witnessed the delivery or if USPS or FedEx delivered the package to them.

5.) Show this information to your USPS or FedEx driver, as the driver may remember when your package was scanned and delivered. Also, please describe the shipping box to the driver. USPS packages are shipped in Regional Rate A boxes and FedEx packages are shipped in brown shipping boxes.

6.) Please wait a few more days to see if the package shows up.

What we will do:

1.) We will contact your local USPS office or FedEx facility and provide them with the tracking number for your package. USPS and FedEx will investigate to uncover the whereabouts of your package. The investigation may take a few days.

If you still have not been able to locate the package in your mailbox or by one of your doors OR if USPS or FedEx states that the package was indeed delivered, then the next step will be:

1.) You will need to file a parcel theft report with your local sheriff or police department or the police in the community where the theft took place.

2.) We will file a mail fraud/theft report with USPS or FedEx and you will need to sign an affidavit.

IMPORTANT SHIPPING INFORMATION:

We recommend that customers who reside in an apartment building OR know that they will not be home at the time of a delivery to accept the package, OR residence is not safe to leave a package at, to please email us at customerservice@mariedeanonline.com to request that we hold your package at a nearby USPS or FedEx location. This service is FREE. Please be sure to email us before your shipment date.

SHIPMENT DATE:

After completing the payment for your order we will send you a confirmation by email. The confirmation email will disclose the shipping date and shipping carrier. You will receive a tracking number from USPS or FedEx on the day of shipment and not before.

LOST/DAMAGED/STOLEN USPS PACKAGES AFTER DELIVERY:

Unless requested, our shipping method does not require Adult Signature at the time of delivery. Occasionally, USPS or FedEx will ring your doorbell, oftentimes they will not. If you are not at home at the time of delivery your package may be dropped at your doorstep or another location near your residence by the delivery driver.

We have no control over where USPS or FedEx may leave your package. Any package left at your doorstep or another location near your house is your responsibility. We will not be responsible for lost, damaged or stolen packages after they have been delivered. No refund will be issued and no order will be reshipped if USPS or FedEx has updated your package information as “Delivered.”

As a small business, we cannot afford to remake an order and reship for free if your package has been lost, damaged or stolen after delivery.


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What is your Return and Refund Policy?

We do not accept returns or make exchanges under any circumstances. No exceptions. All of our products are handcrafted and made-to-order and therefore, we do not accept returns, issue refunds or credits. We do not exchange our products or give refunds if a hair or body product scent* is not to your liking or if there are variations in color and texture. If you are unsure of a particular scent, please order the small size first before purchasing a large size. Packages returned to us will be discarded and cannot be returned to the customer!

Hygienic concerns render us unable to resell returned merchandise. We have chosen to keep our pricing reasonable, include a free sample with every order, supply Goodie Bags and Samples Packs to test our hair and body products, and offer frequent sales and discounts to you so it doesn't take a large investment to try our products.

Our eGift Certificates are for FINAL SALE and are not eligible for refunds, returns or exchanges.

If you have any questions about your order, please contact us within 24 hours of receiving your order so we can provide you with the best customer service solution possible.

*If you are allergic to fragrances, have a super sensitivity sense of smell or develop reactions to certain scents and smells, we highly recommend you order an unscented version of a product. Bear in mind that when ordering unscented products - what you smell is what is in the product. Unscented products are not returnable and are not refundable.


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Freda

I have been using Marie Dean products for over the last 8 months. They are staple products and have done wonders on my hair. I love the Seaweed & Rice Deep Conditioner and the Curly Styling Cream is Amazing. I have recently ordered the Coconut Detangler which came in my last order as a sample and sending samples with each order is a Great Treat and gives me a good way to try other products in the line - the smells in these products are delightful and there are choices for each item. So Happy/TY!!

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Terri

Belleville, NJ

The Velvety Body Butter is the best body moisturizer EVER! It's just delectable - leaves my skin silky-smooth.

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Saundra

Oakland, CA

I love the Curly Styling Cream. I have long thick, curly hair and my curls were defined, soft to the touch, moisturized and I had absolutely no frizz.

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Adrienne D.

Valdosta, GA

I truly wanted to thank the whole Marie Dean team for their professionalism. This was an awesome experience from start to finish. My husband and I have a business and we understand the importance of giving an excellent finished product alongside of excellent customer service (qualities missing in a lot of businesses these days). I can tell you care about making repeat customers. I just started using the hair butter and the Nilotica shea butter and I love them!! Thanks for all of the extras!

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Martin

Your hair & body oils are fantastic!

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Hannah

Manchester, England

I just wanted to tell you how much I love your products. I recently received a few samples from a friend in America and have never fallen in love with a product so quickly. They are fantastic and the smells...they are divine. I have so far used several different conditioners, all of which I enjoyed especially the Coconut and Lime Detangler. Got through my waist-length curly hair with no problem at all, and the Lemon Yogurt Smoothie conditioner was just eaten up by my hair. I loved it.

In terms of stylers the Curly Styling Cream, Hair Pudding and Hair Drink Moisturizer I have received-- have all been excellent and I will definitely be purchasing full size from you as soon as I have run out.

Again, I offer my biggest compliments on your products, and can?t tell you what a difference they have made. Even my disaster of a haircut looks nice!

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Ashley

Houston, TX

Marie Dean is my staple product line! All of the products work wonderfully in my hair! I love the fresh all natural ingredients & the scents are devine! I appreciate the vast product selection, customized options, & samples I recieve with each purchase.My favorite products are: Hemp & Aloe Conditioner PROLESS, Twist & Loc Moisturizing Cream, Herbal Henna Hair Cream, & Yogurt Smoothy. I cant wait to try more products! Keep up the great work MD and dont change anything, your products are awesome!

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Roz

Newburgh, NY

I have been using Marie Dean hair care products for over a year now. I decided to go from relaxed to natural hair in November of 2009 and had been searching for hair care products that would stimulate healthy hair and growth. I came across Marie Dean and the hair butters, conditioners, etc. These products have provided me with a healthy manageable head of hair. If you're looking for something that will not weigh your hair down and will stimulate growth, Marie Dean is your answer!

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Kesi

Los Angeles, CA

I just wanted to say THANK YOU! I received a sample of your Mango
Cupuacu Hair & Body Butter at the LA NNHMD event and was so impressed that when
I got a second sample of your Argan Oil Hair Cream at an LA Curly Girls event I
rushed home to try it. My hair is in LOVE with these products. Even had
strangers asking me what I used on my hair!

Ladies, these moisturizers gave me so much moisture, definition AND flexible
hold. And the scents? Mercy! I can't sing their praises enough.

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Erica

Teaneck, NJ

I just love the hair and body products, I live in New Jersey where it gets very cold and my skin tends to get very dry. Using these products has done miracles to my skin and hair. I don't have to get pedicures as often as it soothes and smoothes my entire body, foot/heels. Using the hair products has also caused some hair growth. I give these products five stars as they are excellent and smell yummy.... Also I find these products are also unisex as my boyfriend uses the products as well.

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