Sorry about taking so long to get back! Computer problems.
Anyway, a guy from pets and ponds called me back the next morning. He said since they charge so little, or nothing at all when you spend over $30, for shipping, they
don't spend extra money for shipping by packaging things up with extra padding (???).
He said this is the first time they've ever had a canopy break, and I reminded him that it was
shipped across the country! He apologized profusely and said that I did the right thing by getting it repaired. What they would have done was ship me a new piece of glass (I almost laughed--how many pieces would that have arrived in?) He said they would either take the repair amount off my credit card, or I could have it in credit next time I shop. I chose the second method.
So they did get back to me ASAP
, and the man was very nice and apologetic. I was quite satisfied with their attitude, so I'll still shop there. I think the call was toll free, too (877 number), which is nice.
ps, the repair cost less than $5, and they installed it in case it broke again.