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I received my online package today, a 16"x20" picture frame. The outside packaging was stamped fragile but on opening I found the glass in smithereens. I went to the return information web site, described my situation and was directed to the next page which said I had to pay $1.00 to continue the process! You are asking me to pay for an error in packaging? Is this a Christian organization or not? I am shocked! HELP!