Hi there, we're sorry to hear this! Hopefully we could provide you more support if you share the order number in Messenger. Or, start a chat with us from here: https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2
Besides, email is available at https://www.newchic.com/Contact-Us-hc10.html
(Typical response time is 24 hours.). Hope to hear from you soon!