We still haven't heard back from them. We can try sending them another email.
Update. Have talked to them again and they are asking me to have some patience. It's not like I have any choice though. I have removed their brand because I can't be sure whether it's just a small bump in the road or the beginning to the end for them.
For all I know, they could have gone full scam or they could be in some bad personal situation. The problem is that they are not communicating properly what's going on. There is literally no transparency and I don't personally know these people so I'm left guessing.