chiccousa.com - new prod

I purchased a play yard for my grand-daughter to use occasionally at my home when she visits. One piece was broken when it arrived and now I have to prove where I purchased it, provide the serial number and send them pictures (which I already did) of the broken part. It seems like a lot of hassle for something purchased directly from the Chicco website. Shouldn't they have that information from my order number? I have yet to use the play yard.