Emails are "iffy" at best. They can get tossed into the spam folder, overlooked, etc.
Try calling them.
Local Phone: (318) 283-7777
Toll Free Phone: (866) 216-6656
Fax: (318) 283-1127
Mailing Address: P.O. Box 8460, Monroe, LA 71211-8460
Physical Address (Shipping Only): 2984 New Monroe Road, Bastrop, LA 71220
I know from experience that they are very concerned about customer service. They first have to know of the problem to address it, as with any manufacturer.
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Molɔ̀ːn Labé Skýla!