I ordered most of my base gear from flecktarn.co.uk. It takes a LONG time to get here, even with their speedy service. I usually wait 2-3 weeks for my gear. Another thing to take into consideration is the time difference, they're like...9 hours ahead, I think, also take into consideration that they're probably really busy with claims like yours from hundreds of other people. Like T_A_N_K said, wait until the last day for a response and file a claim with them.
Clearsoft: Airsoft for those too poor to afford it.