I have had many issues with items that come from Chewy. Too often the products are poorly packaged, or damaged inside an intact box. Recently, they no longer just ship new product out immediately when an item is received damaged. Apparently, with expensive products, they require the return first before sending out new product, which is unacceptable if you need the product now, not two weeks from now. In the second option, they will bill you for the replacement product, if you need it immediately, while they wait for the return. In this case, you have to hope someone on their end will see that your account is credited for the returned item, and in a timely fashion. This is poor customer service and very disappointing, especially since they obviously have a problem in their packing and shipping department!