I had a hard time dealing direct so I went with one of their suggested dealers. I don't remember exactly which one it was. I'll have to go through my e-mails and update you but he was quick to reply and great to deal with. Our issue is one of our blinds had stop wanting to stay down so we needed a new mechanism. I ordered extra of different sizes so I had them on hand and he gave a discount for buying multiple pieces.
One thing I will suggest is measure the actual part that is broken and then send that to Shade Smith vs. using ISD's parts list as I followed ISD's measurements and found they were wrong compared to what I ordered. Shade Smith did assure me that the parts I did get are strong enough for the blind size I was fixing and really haven't had an issue since fixing them.