We reply within 9 hours during support hours, Monday to Saturday. Messages sent on Sunday are answered from Monday.
Right after you email us, you get an automatic reply with your ticket number. That's your confirmation that we've received your message.
In busy periods it can take a little longer, but every message gets a reply. You'll get your answer fastest when your first email has everything we need: your name, order number and the email address you ordered with.
Many questions already have an answer here, for example about the $29.99 charge or tracking your order.