Problem with my cartridge/needle

I got my AT120USBX a few weeks ago. Has worked great. Then a couple days ago I notice my cartridge is practically sitting on top of the record. I order a new one and it arrived just today. I put the new one on, and it’s doing the same. During setup I followed the instructions for the tone arm weight settings. I’m at a loss as to what to do. I’m about to take it back and try to get it exchanged.