After e-mailing pics of the damage last night and leaving a slightly stressed voicemail for Joseph, I called them first this morning. Joseph wasn't in and I found out he actually wasn't the manager afterall. I asked to speak to the manager, Leslie(I hope I am spelling her name correctly), and she was sooo very nice! She apologized and is exchanging the bag for an undamaged/new Oxblood First! She said she will also credit me for the shipping and that she'll ship the Oxblood overnight for free!!!! Yay! I'm so happy! I was so sad and stressed out yesterday, but I am very pleased with Leslie's fantastic reponse. I'm returning the damaged bag today via UPS with tracking/insurance, etc...Thanks again for all the support, ladies!