I've called them before (the phone number above) - about a pretty obscure product from a pretty obscure store. They found it no problem. I did have to know which store the merchandise was from. They called over to that actual store. The shipping was kind of outrageous, but the customer service could not have been better.
Edited to add: *To clarify, I we had bought a "VIP Pass" from American Idol (premade with my daughter's name on it) on a recent Disney trip. We don't often find things with her name on them, so it was a nice surprise when we did. Unfortunately, she lost it. As a Christmas surprise, I ordered it from Disney for her. I'm sure the chart linked below is correct. It seemed to me that $9.95 was excessive shipping for what amounts to a small laminated pass with a lanyard attached. It fit in a small padded envelope and the actual shipping cost was probably less than $1, certainly not more than $2. I certainly didn't quibble with Disney at the time, as I was thrilled they found the item and thrilled to have such a cool Christmas surprise for my daughter. My recollection of the experience is that the shipping was excessive. Had I ordered a large stuffed animal, and the shipping was the same, it wouldn't have seemed excessive. I understand that's Disney's policy, and I'm not arguing with it - just stating my experience. As I said, the entire experience was top-notch other than the note about shipping cost. YMMV.