Please check the "Spam" folder of your email account. Customers have recently reported that our replies sometimes get redirected here. 

The "Spam" folder can usually be found in the same area of your account as you would find your "Sent" and "Draft" folders.

Is it the weekend? Though we do keep an eye on our Customer Support channels 7 days a week, at VetBox we encourage our Support Team to enjoy their weekends. They will get back to you ASAP.