Razer has the worst customer support ever

Ive built a new computer and bought a bunch of items from razer recently. The keyboard came with a dead key so I tried to return it to a physical store which I was informed I couldn't do. Any other company i've dealt with would just do an exchange no problem but whatever so I put in a return request through the website they send me an email that has no attachment yet claims the return label and instructions are attached so i have no way to send the broken keyboard back within the 14 days i tried to call the 1800 number but it says to use the website i tried the chat on the website but it wont let me respond the send chat button doesnt work and logs me out after a few minutes so now i am here with what should have been a super simple exchange and no clue what to do