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@skunkworks
I have never had problems with Tokyo Fixed Gear, but I have had the same discussion whether or not one should pick up the phone and call a company if they are unresponsive in the past.
My take is that if you sell online, you answer online. And as Keramic pointed out, they ask you to contact them via email. So that's it.
I live in Finland which is still okay when it comes to time difference, but that is not always the case. Add possible language barriers when communicating on the phone, and I really cannot stand people telling others to give the company a call -- especially if the "guilty party" operates (and prefers to handle things) online. It is they who have problems dealing with modern methods of communication.