I had a mishap where my mold didn't turn out, Im happy to say that their customer service is fast and very helpful,with the pictures I sent they sent me a new batch to try again and they suggested I film myself in case something went wrong then they could pin point where the issue was, so I was sent a new mix and was also recommended to mix everything thoroughly, and I now have a perfect keepsake to remember my first baby, im very happy with the mold, I do recommend you film yourself as you make it, thoroughly read the instructions, twice even, have it next to you to reference and mix an extra couple minutes to make sire everything is mixed thoroughly.