Need help with Wynncraft store purchase

Hi there!

A couple days ago I bought the VIP+ rank, and part of the deal at the time was that I would receive some crates, bombs etc for a first time purchase

When I logged into the server, I got a message stating that I received VIP+ and all of the bonus items, but I haven't actually received those items in my crate and bomb menu. I emailed the support email mentioned on the store page about this on the day, and again a couple days later but haven't heard anything back.

It may very well be the case that the support team is slammed and that is why I haven't heard back, but I am concerned I might be sending it to the wrong email or not going through a proper process.

So my questions, is that the right email? Is there anything to indicate how busy they are and when I can expect to hear back? On the purchase confirmation it says to message staff on the server if any issuers. Who should I message if that is the better way to do it?

Thanks in advance for any help