After having emailed them about getting a new wrist strap for my release, a buckle instead of velcro in a smaller size, I called them today. They told me in an email a strap would cost $20. Well I was prepared to pay it and called them. after being on hold, I finally got in contact with the guy, same one who emailed me. He was apologetic for me being on hold.I told him what I needed because my other strap slipped down on my wrist, and TruBall is sending me 2 buckle straps , 1 large, and one a junior large, for try for size for FREE!! Talk about customer service! I even asked if he wanted me to return one or the other and he said no, don't worry about it. Very helpful service! I also like that they have a Christian background A+ to TruBall!