Definitely call back. My sister and I went together at Christmas and bought Steps High for one of our nieces. One of its leg broke with in the first day of getting it. I called AG and they immediately sent me a new one with a return label. I put the broken horse in the new box and sent it to AG. Well the next day the second horse's leg broke in the exact same place! I called AG and wouldn't have blamed them if they questioned me about the whole thing, but she apologized and asked if we would like to try something else. My niece decided to try the AG brown horse (Penny) and they promptly sent her out with another return label. Penny has not had any leg issues so far like Steps High had.