Hi Astasia thank you for taking the time to review Buy Me Once. From our records, I can see that my colleague responded on the 13th of December 2021, we apologise for the slight delay in communication as it was during our Christmas promotions. I can see that after the photos of the damaged toy were received on the 20th of December, the replacement order was processed and shipped the very next day and received on the 23rd of December, just in time for Christmas Day. We are very sorry the item was torn in transit and we apologise for any miscommunication. It was human error and we were overwhelmed with queries. This is not an excuse, but rather an explanation. If you have any further concerns whatsoever, please let us know and reach out to our customer service team on contact@buymeonce.com.