BAERSkin Hoodie review: Customer service/return/exchange

I ordered 2 jackets for my boyfriend on Nov 15th for Christmas. Unfortunately, neither fit correctly. I messaged them Christmas day and was pleasantly surprised when they responded on the holiday. Mary C is the one who was messaging me back. She sent a sizing chart as we were trying to decide if we should order a different size in the shell or keep it and, at the time, we were looking to exchange the tactical hoodie for a different size. I asked her how the exchange process worked as she just asked me to send the size needed and they would ship the replacement. That is a very unusual method/response for exchanges. I didn't want to be charged for another and needed a shipping label or something to exchange. She never responded. We have decided we want a refund on hoodie and will just keep the not perfect fitting shell as this has been a nightmare. We are approaching the 60 day limit for returns and we can't get anyone to continue a conversation. We've messaged/emailed 8 times and have spent well over an hour on hold trying to get someone to pick up the phone (it hangs up after 11 minutes). I finally wrote comments on Facebook posts and someone messaged me asking for order numbers but never followed up. I also received an email after that with a new order number stating a replacement is on the way. I didn't ask for that. I was inquiring about the process. The tracking info is not working. I don't know how to get ahold of anyone to actually return one product. Terrible customer service.