I think
@Tenkaykev was talking about using the chat function to speak to someone - or email them.
It's sometimes surprising the level of care you get from companies. I've got a Lezyne bike computer which attaches to a mount and the attachment broke.
I tried calling the shop where I bought it and they were massively unhelpful without a receipt. Which is understandable in many ways, but it was a gift, so I didn't have the receipt.
So I did some digging online, contact Lezyne and they didn't really help. So then I did more digging and found the UK importer. Sent them an email and someone in their HR department asked me to send it in and they'd replace it. Total cost? Return postage and three packets of biscuits for the boys in the workshop.
Total kudos to them.
ETA: here's the email.