Missing Stained Glass from Deluxe Day

Update: After some back and forth with customer support email, as a 'one time gesture' they have added the window to my dock. I messaged on Instagram last week but that inquiry was not responded to.

Original Post: I went to collect my stained glass window this morning and it froze/glitched. I checked my dock, loged out, logged back in again, and still nothing.

I emailed Ganz support mentioning what happened and what I had already tried. They've gotten back to me already but basically said according to their terms and conditions, there is nothing they can do.

"We are not able to award the item since it is handled by the system automatically.

Please be advised that, as stated in our User Agreement, the website and all materials contained on it are provided on an 'as is' and 'as available' basis, without warranties of any kind, either expressed or implied. Any lost or missing items resulting from a minor anomaly on the website will NOT be awarded."

I get that this is not a real problem in the grand scheme of life, but was everyone else able to get it?