Don't deal with company, just return product to store..
I purchased a child's toy for our granddaughter that had a missing part. It was a small part, but it was still needed. I contacted the company directly, which turned out to be a total waste of time. I honestly thought it would have taken a few weeks for the small piece to be sent. Instead I followed all of their required procedures, instead of returning the item to the store. I contacted them starting in Oct 2023 and as of Feb 2024, all of the 10 or more emails produced no results. I was told that the product was no longer made and that a substitute would be sent. Nothing received. BAD company experience I had.