She is right you cant they stall and wont reply to you unless you get nasty or more stern with them! I had to threaten with my lawyer for them to reply to me! It's sad but true I'm sorry, right now I'm trying to get a refund and they are just throwing me off every chance they get it's awful what they get away with

I hate to tell you this, but you won't be able to, they're crooks, they have good reviews on the advertisement site, but they're fake, from them, that's how they got me, $200! Then 7 hrs after, I sent an email requesting cancellation, no response till 3 days later just asking why? So I haven't heard anything from them, I kept sending emails about cancellation, nothing, 2 weeks later they sent email saying if they give me refund, they'll take 40%, if I didn't cancel within 12 hours after purchase?! That's why they stall and ignore your emails, you believe they sent anyway, After I told them not to!