Same thing happened to me. I called CS and was told "I guess you'll just have to reorder". I said I don't want to pay for shipping again, that's not how it's supposed to work. Did a "chat" and the very helpful person reordered for me, plus gave me a $10 credit due to the hassle. Gosh, you'd think if they are going to start a system like this, they would have made sure IS did their homework and the staff accepting the returns knew what the heck they were doing. What a pain.
Women and cats will do as they please, and men and dogs should relax and get used to the idea-Robert A. Heinlein