Mine arrived DOA (screen and digitizer cracked in half) and they offered a replacement, but did not offer to cover the return shipment cost (which is higher, where I am, than the cost of buying the device again). So it's just sitting here until I figure out something to do with it or throw it away.
File complaint with payment provider. We gotta get them to do a better job with shipping damage
If it's shipping damage, file a claim with the shipper.
Then you inquire with Pine64.
You only issue a chargeback when the situation is unresolvable.
Too many people rush to issue a chargeback. We're approaching a point where companies would rather lease products than sell them due to these kinds of things.