I also ordered from their website and received my order soon.
I like the Truss. I especially like the reverse cant for the crossdraw holster as it allows me to conceal a firearm with a larger grip. I like the 4 mag holders with retention straps. I never liked retention straps on mag holders until I dumped my mags while bending over while wearing a different shoulder holster. I like the flashlight slot (which will also hold a mag), as well as the two wide pockets in front. I believe they were made for handcuffs or documents, etc., but I once used them for a Keltec .380 and an XD subcompact when I needed extra places to stash weapons.
This item was built to last.
I posted recently where a good friend came up behind me, placed her hand on my back, and felt the strap going across my back. She knew something was there, but she didn't know what it was.
Another benefit is that the holster will hold several different sizes of weapons.
To answer your original question, once I ordered, they shipped quickly. I don't think I ever tried to email them or contact them otherwise.
I would order from them again, and probably will.