If it is the first time I am using a new site online, I always message them first and see how long, if at all, they take to respond.
I have found a lot of the better known, to me anyway, companies take a lot longer than I would expect them to respond and some don't respond at all. Needless to say it is obvious which ones get my business.
I know this doesn't help you, sorry. I hope they come through for you.