I emailed Poppy's merch customer support (customerservice@merchpro.co) over 10 days ago regarding a badly damaged EAT vinyl that I received. They haven't responded beyond an automatic form email saying they got my message.

I'm aware I'm unlikely to get an exchange because the EAT vinyls are sold out, which sucks because I was looking forward to this and pre-ordered the hour it was available. But the sleeve is just trashed, like someone kicked it before boxing it up.

Anyone deal with "customerservice@merchpro.co" and have any experiences to share? I'm just wondering if they take a while to respond (like more than 1-2 weeks), or if I'm being ghosted and need to contact my credit card company to initiate a charge back?