Hi, Colin M.
We are sorry for the inconvenience and the below is the way to email the customer service.
1. Go to " contact us " or the below link to email the after-sale customer service.
https://www.newchic.com/Contact-Us-hc10.html
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.
(Customer Service response time: Within 24 hours)
If you want to get the quick response in urgent case, please contact us by live chat as live chat is available 24/7. We will try our best to offer you a best solution. Thank you.