It is our goal to provide you with quality assistance and a hassle free buying experience. Unfortunately sometimes mistakes are made. We apologize sincerely for any items that arrive to you defective. Items that are factory defective should be brought to the attention of the manufacturer. In most cases manufacturers prefer that they deal directly with the customer on issues concerning defective products. Contact and warranty information can be found in the instruction included with your purchase, or at the manufacture's website. In most cases they will be happy to help you trouble shoot the problem or replace a defective product. If the manufacturer is not responsive, or you have any further questions please contact us at (907)-277-7778, or via email by navigating to our contact form.