Option A would be to contact them
Option B would be to get some leather conditioner or nearsfoot oil and rub it on with the ball of you Palm, and try rub the twists out straight
Actually I've found the strop with the webbing backing to be excellent at keeping the edge. I do 30 strokes and 60 on the leather.
When I got my tobs strop it was in a big enough box to be in a U shape, which had no problem- maybe they could do that next time