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on 2/13/20Hi Darlene V., we're sorry to hear this! And we would like to know more about it to provide support. Drop us a message including the order number via Messenger so we can assist you further. Or, start a chat with us from here: https://secure.livechatinc.com/licence/10095588/v2/open_chat.cgi?groups=2 Hope to hear from you soon!