First of all - yes, their orders to the US sometimes take a little while - I think the 10-25 day estimate has been pretty accurate in my experience. Just know that before you order - you should get it in 2-4 weeks.
I've bought chub rub shorts, footless tights, Merino wool tights, patterned tights, mini-skirts, a one piece swim suit and swim suit cover, a onsie jumpsuit & a wash bag. I just recently bought a two piece swim suit during their latest clearance sale that's still on it's way. I've found everything fits true to size (you have to check the sizing chart). I love all of the materials and designs that I've purchased so far. The chub rub shorts are great for people with bigger thighs that rub together and chafe in the summer time. They have been a life saver for wearing skirts and shorts when it's hot out.
The hems of a couple of the chub rub shorts started to fray after a couple of months of regular wear. I only contact Snag from their website via e-mail. They sent me two new pair at no charge and with no problems.
The only other issue I've run into, the mini skirts I just ordered are 2 1/2" longer than the last one I got from them & a different material. I just sent an e-mail to let them know - I'm not sure if they sent me their pencil skirts by mistake or if they changed their design - we'll see what they are willing to do for me this time.
To date, I've had great experience with customer service & their products. I probably wouldn't try to contact them on their FB page over order issues as I read some other people have tried - go to their web page and find "Contact Us" - that will give you the e-mail for dealing with your issues.
I'm guessing people only come here and report when they are upset after having a bad experience - that's unfortunate.
**UPDATE**
The skirts were a new design. They offered me 15% off my next purchase because I didn't get what I expected & preferred thier old design. I'll still wear the skirts so I'm OK with that. Also - it took longer than usual to get my last order. These orders come from London originally. They get sent Netherland Post - you can watch up to when they are sent off to country of destination. This time it was tagged as delayed. There was no sign of my shipment for several weeks before USPS received it. There is a huge bottleneck in recieiving international packages here recently. Also it takes a lot longer if it comes by ship vs air. Not Snag's fault. I'm curious if any of the people here that say their packages were lost, eventually received them. It seriously seemed like it was lost - but I know there are international mail issues so I just had faith it was still on it's way - and it was.