For anyone who is unaware, this is an extremely small business, mainly ran by myself with help from my girlfriend, Alison, so all updates and communication right now are being done just by the two of us—Alison has been handling the majority of our email correspondence, while I'm responsible for our social media and website updates.
As of right now, we do not have the manpower to respond to social media DMs about order status, so if you've been unable to reach us through our social media I'd really encourage you to send us an email or put a message in our chat service—there isn't a bot who answers you, you'll be speaking directly to one of us. If you contact us when no one is available, the system will ask for your email to send us a message and we'll get back to you as soon as we can. If you don't feel like leaving an email address, you can also come back to the site later to check for a response, but leaving an email is the most reliable way to ensure you see our response.
Keep in mind as well that despite things moving slower during the pandemic, we're receiving more emails than ever during this time so we are working through a lot of requests at any given time. Because of this, it might take a few days (even up to a week) for us to respond to your message. Don't worry if this happens, and please avoid sending a second email to "bump" your request up unless it's been longer than that.
We answer emails in the order they were received, so adding another email to the end of our pile doesn't help to get a response faster, and it can delay other people getting help or cause confusion on our end (I've seen that a lot of these "bump" emails come in with different information than what was given in an initial request) which could mean even longer before getting a proper response.
We're super dedicated about giving people updates and answering all communication we receive from you all, but still have fairly limited resources at our current size—so we really appreciate you all contacting us in the way that we're able to best help you!