Where is my replacement?

[StaceyDS]

I returned my Fitbit because of issues with the display going blank. I can see on the DHL tracking that it has been delivered but it doesn’t say it has been received when I check the status on my Google account!! Have tried chat but unavailable!! Very frustrating 

[Odyssey13]

Hi @StaceyDS  chat is available when there is someone at work - they aren't there all the time, like most companies. When you return a device, it first has to be inspected in the warehouse to be certain that it is a legitimate return (RMA, correct parts in the package, etc) as there are people who send them in without authorization. They probably open packages in the order they were received and depending on how many returns and how many employees, it might take a bit of time. Don't give up asking customer service about it. These are the community forums and we don't have the necessary information to help you.