Email contact?

I've been in contact with the company for custom orders. Now, I've read that submitting another ticket can cause delays in response time, so I'm attempting to avoid that. But all things considered, waiting a full 7 days for a response seems like a good while to raise concern. Is waiting that long normal, or should I follow up? Granted, the user that contacted me has no profile picture, which I found to be a little suspicious. The thread is on the official help site, so that brought me some peace, but I can't say I'm confident that they actually got the message. Any advice is much appreciated, TIA!