Missing an arm

So my Aleph Starter Pack came with a miscast. That's why I can't paint the remaining 3 figures.

An arm is missing most of its parts so I went to the company's online store to send an email claim.

Procedures are to:
Go to InfinitytheGame website's online store.
Click on Shipping and returns. It's found on the left column as of this writing.
Follow the instructions under Missing parts on the page.

Within 2 weeks (24-Oct-2014 to be exact), I received a reply from one of the people in charge of returns and am currently waiting for the miscast piece to arrive.

The package arrived on 11-Nov-2014, within 3 weeks of the email reply. And here it is:

It's a pretty big envelope, but I'm assuming it's the smallest one they have that's lined with bubble-wrap.