I would suspect you have a spam filter issue as customer service responds very fast and always send out brand free when you purchase it. Now you do not have a processed install I can tell you that cause if you had I would have it since I do all the installs for the company and I do not. When you purchase an install they send you the install document which has to be faxed or scanned and emailed back to us granting us permission to access your server. If that is not returned nothing is every sent to the installer which is me.
You need to email email@example.com
as this is support and we cant help on order status stuff since we dont have access to that side of things