I bought a neck from them a few weeks back with no problem. I don’t think they are a big operation so may well be slow to respond to emails. It may even be in a junk mail folder. As has said give them a call. I spoke to Dawn and she was very helpful.
Also moving out of a comfort zone is highly recommended. It’s never pleasant at the time but the more often it’s done the easier it gets. Most human being are pleasant and accommodating. If the call gets awkward explain why and you be pleasantly surprised by the response.