Hi Adrienne, thank you for your inquiry, we would suggest contacting your purchasing store in regards to this, they may want to see photos or the seat in person but will help you get it resolved. We hope this helps. if you follow the link https://www.babyonthemove.co.nz/store-locations/ this will take you to our online store finder. Here you can find contact details for your nearest Baby On The Move Store where one of our team experts will be happy to assist you in your product search and help answer any further questions you may have.
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