With Rootmedic you just have to be patient. Justin lives up in South Dakota (if I remember correctly) and its fairly remote. The packages go through USPS and with a couple of my orders THEY were the hang up, just letting packages sit around.
To compound the problems Justin is usually extremely busy. I think he's an EMS and works really crazy hours. He'll get back to you and he'll do what he can to make it right, but patience is key.