Since your question is in regards to an order, it would be better to contact Customer Service directly. At the top of the screen in the green bar, you will see 'Customer Service'. Click on that and then click on 'Contact Us'. It will give you the ECS address, phone # and email or you can fill out the form right there and submit it. This is a chat board for stitchers to discuss cross-stitch, their projects, questions about the hobby and just about everything else. While Kristi from ECS does monitor this board, she would probably direct you to contact Customer Service.
Welcome to the chat and please join in anytime to the discussions! Those of us on here are not employees of ECS (except Kristi), but a wide variety of people that enjoy cross stitching and helping each other.