Emails for mouse replacement never received

Hello, more than a week ago I chatted with the support twice to receive information on how to have a new mouse because I had issues with double-clicking on my Deathadder Chroma. They told me I was about to receive a mail and that I got it the 25, problem is ; I talked with three people of support already and I never received the mail. The email is good I checked, no grammar issues, I checked spam and all but nothing. How can I make sure I receive my information mail ? Thank you.