If you believe your VBPen is defective or damaged (does not include being damaged in transit*) once you receive it, please contact VB Customer Service right away. For VBPen issues, VB Customer Service must be contacted within 30 DAYS of ORDER DELIVERY.If you need to send photos, please wait until after we have sent a reply to your initial contact form request. Pictures and detailed explanation are extremely helpful. In order to qualify for a replacement, the VBPen must be unused and with the original packaging and approved by VB Customer Service in order to proceed with an exchange. *VillabeauTIFFul is not responsible for packages that are damaged during transit/delivery once they have been accepted by USPS. Please contact USPS directly to resolve these issues and file a claim with the postal service.