Hi, Dorothy G.
In your case, to protect the customer privacy, please contact our customer services as below.
There we have specific technical staffs to help you solve your problem.
1. Go to contact us (on the top-left corner of the home page)
If on computer:
https://www.newchic.com/Contact-Us-hc10.html
If on phone:
https://pwa.newchic.com/customer-service
2. Slide to the "After-sale Topics"/ Pre-sale Topics, choose a topic and click on "E-mail Us Now"
3. Input all necessary information (labeled with *)and select the order number which connected to your question.

If you want to get the quick response in urgent case, please contact us by live chat as live chat is available 24/7.
Our customer services will check it carefully and then offer you a reasonable solution according to the return policy.
Thank you.