It is sad to hear! Something probably happened along the way! We offer Route Package Protection Insurance which you can add at checkout. If your item is lost or damaged and you have taken our Route Package Protection Insurance please take the appropriate steps to claim through Route. If you do not know how to claim via Route, please email us with images of the broken goods to info@biologiquerecherche.com.au and we will help you with your claim. If you have not taken out the Route Package Protection Insurance we cannot be held responsible for loss or damage during transit.