Bought telescope and one of parts (Laser Pointer) was broken when I received the product. Notified company via email support. Was told to do an RMA. I asked if they wanted the whole package back or just the broken part to replace. Response I received stated... "Thank you for contacting us about your order! Yes sir, you can, since it respect the delay of return." which makes no sense and does not tell me about next steps. I packed up everything and the RMA required me to pay for return shipping. I sent a note to their support stating since the product arrived broken I was not paying for the shipping to return it. The response I got was "Okay. If you have any other questions or concerns, please feel free to contact us again." By no way was this response correcting my issue with having to pay for shipping nor any direction on next steps. I then reached out to my credit card company to dispute this charge as the company was not making this process simple. Now OpticsPlanet says they will not send a pre-paid return shipping label until I remove the chargeback/dispute from my credit card company. I will not be held hostage by a business that operates in this manner.