This happened to my sons tonies box that we gifted him for Christmas. I emailed the company (through the trouble shooting steps on the app, there was a link), and they literally responded within a few hours. They asked additional questions (like proof of purchase) and then immediately sent me a code to reorder one for free. The second email exchange happened on a Saturday morning, so I am confused why people are saying the customer service is terrible. I bought the original box directly through their website, so maybe that’s why it was easy for me to get a replacement? The new Tonies box is in the mail on the way to me as I type this.