The scratch had to be done before they placed it in the folder. Also, the entire mailing package was folded in three. This was not done by the post office as it was delivered and placed straight up in our mailbox. The photos were also folded in half besides being scratched. Amazingly, the folds on the photo folder with the scratched photos inside did not match up to the three folds of the entire envelope. We are going to work with our credit card company as this is damaged goods. If not resolved by tomorrow then we call. It seems like there are a lot of scams and bad customer service mentioned all over the internet.