We strive to make sure that every package that leaves our fulfillment center is 100% up to our standards. However should the unfortunate happen and you have received a package with a broken or defective item then please contact our customer support team at support@hexocare.comMake sure to inform them of your order number and the issue you are experiencing with your package. We also recommend sending some photos of the issue so our support team can have the case solved faster and have a replacement shipped to you for free!