We always reply promptly during business hours, so in order of probability...

1. Our messages are being redirected or rejected as spam. This might be resolved by adding our domain name to the allowed contacts list of the receiving mailbox.
2. If you previously marked one of our transaction emails as spam (for example, an order acknowledgement or tracking number notice) then our outbound SMTP email gateway Postmark will block our sending all subsequent emails from our side, no matter how important. There is no workaround other than to use a different email address for placing orders and communicating with us.
3. There was a typographical error when entering the email address on the order. We can resolve this, just send us enough information to identify your order and the correct email address.
4. The address provided is an alternate, backup, 'junk' mailbox or contains a +folder that routes our messages somewhere unexpected. This is resolved by checking all your mailboxes and +folders.
5. The email address is forwarding to a different address, and the forwarding address is refusing to receive our messages from other than our authenticated sending server. (This happens when an old address, hosted on a Microsoft Exchange based service such as Outlook and Hotmail or a corporate server, is being forwarded to a modern DMARC secured service such as Gmail or Yahoo.) This is resolved by communicating with us from an email address that is not forwarded and asking us to update the email address in our records so that we send messages directly to the receiving mailbox.
6. Although rare, the occasional email message does get garbled by the internet during relay by mail transport agents and fail to deliver; especially when a message contains large attachments such as videos, images or documents. Resending the message broken in to smaller pieces usually succeeds.

If you are not receiving our messages when you expect them nor replies to your e-mails, it may take a telephone call to us at +1 954-977-6009 during our business hours in order to resolve electronic communication problems.