So after two and a half days with no reply, I managed to get one of their customer support people on the chat. They claimed they never got my email which is weird because it was replied to a day or so after I had the chat.

They are sending me a replacement and a shipping label to send back the original. I have to find a new box for the original to go in for me to ship it back.

It will take the 9 to 18 days again. Let's hope it doesn't sit in customs for two weeks again.