You need to talk to customer care, which you can click on from this site's home page. They can be reached by phone at
1-800-800-8517, M-F, 8-5, EST. You can write vis e-mail, to sales@everythingcrossstitch.
You are in a chat group of avid stitchers, who like to chat, but who have no way of fixing your problem. You are more than welcome to join us.
(Sent same note to your e-mail.)