Question about ticket system

Hello! I was a bit unsure about some things with Toyhouse's ticket system and figured this may be a good place to ask. Unfortunately, I have had my first problem with my work being stolen on the site. I was able to send in a ticket, but I was unsure how long it would possibly take to hear back, and whether I'd receive a response through the website or if it's sent to my email.

Appreciate any help, as it would put my mind a bit more at ease ❤️