In trying to access the web site in order to acquire the requisite return info, they do not provide a means of contacting them without an order no. I have the pkg. ID nos., but no order no., so cannot send the e-mail! As stated by others, the wait time to speak with a rep. is anywhere from 51 mins. to who knows? This indeed appears to be a "shady" outfit! Is there some way to get help thru you? Would appreciate your help asap.