I really wish I could give them more stars! My daughter made her little brother a bear when he was first born and he is now almost two and really loves his bear. The bear has definitely seen better days, as my son takes it everywhere! So I went to the store for a replacement. I found that they didn't carry it anymore, the staff gave me the email address to the build a bear hospital. I sent them a picture of the bear and they had anther one! The "hospital" sent the new bear to the store with the next shipment....I went to pick it up when it arrived. I was given a brand new bear to spare my son separation anxiety while his old bear spends some time in the build a bear hospital! I think it's truly awesome that build a bear stands behind their products and takes into consideration the special circumstances that come with children clientele! I was totally expecting to pay for the brand new bear as well and I was blown away when the new bear and hospital trip were free of charge! I highly recommend build-a-bear and I will definitely be back!!!!! (And buying a spare in advance for our next little addition!)