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on 6/6/15I did a ticket with them and had an email answer in less than 2 days. I never had any trouble with them responding to me inquiry. Maybe I'm blessed, but it was easy for me. You just have to follow their guidelines. And NEVER expect a fast delivery. NEVER!
I hope you do but unfortunately these guys are the worst at answering any questions at all. Post on their Facebook page. That's how they answered me finally. Good luck
You have to count the max of processing days + the max of delivery days, (both in BUSINESS days!), that is what you can expect.