Evike is one of the most popular Airsoft companies. Meaning that they have a lot to deal with in terms of customers. First of all Emailing them is a huge waste of time, You better not hold your breath if you want that email reply. Calling them is a bit more effective. While you have to go through robots you'll get there faster than Emailing them. Trust me. I can't recall a time where something came in broken except once. It was an Under-barrel grenade launcher but it was not their fault it was the manufacturer. I had to pay for shipping but they gave me a refund and I got some goodies out of it. So I didn't leave empty handed. Now I've heard some insane horror stories from Evike. So I must be the lucky one.