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@szeliaxe
I agree that you shouldn't have to, but you should just give them a call and ask what's going on.
Roger, I believe his name is, is actually very helpful when you get hold of him.
I would guess it's because they don't have stock at the warehouse and the chaps in the shop are being slack.
I'd actually really like to help them with their web order processing and customer relations but never receive a reply.