Hi folks, We have a phone number listed to help you with customer service and any questions you may have regarding our products. The reason a customer would have been asked to send an email would normally be because there was a change or problem with an order. We learned early into our business life that taking verbal changes on orders resulted in misunderstandings and errors. Therefore, we may ask for any adjustments to an order be sent via email to customer service. If you need help with something, customer service is more than happy to do so. If we have missed an email, I apologize; it may have been inadvertantly deleted. Please feel free to email me directly; tish @ thescentworks.com This is apparently a misunderstanding, but an important one I need to clarify. We do not EVER charge anyone's credit card until we are ready to ship. Your order was packed and ready to go. We were trying to run the bar code label to ship your order, and had JUST learned that the address was "undeliverable" by the post office. We would have sent an email to you to clarify it; Customer Service had your order flagged to respond to you. It was a coincidence that your email arrived just as we found out about the discrepency in the address you provided. Once we were given the correct information and the post office approved the address, we corrected the label, shipped the order and sent a confirmation. The actual billing of the card was done at that time. We NEVER, EVER bill before initial shipment. Never ever ever...(except for fastbuys, as noted on our site.) If you check with your bank, you will see that any charge from us was not made until the date of shipment. It's just the way we do things. As far as the delivery to your friend, we are very sorry for the shipping problem, but we cannot control whether an address is correct. Nevertheless, there was no delay introduced by us; we stated delivery time on the confirmation you got for the order and kept to our promised lead time. Your order was shipped on schedule, despite the delay due to the address problem. Yes, we did get an astounding number of orders in our most recent sale. We're working pretty hard with 14-hour days and lots of overtime to get them out and shipped in a timely manner. It looks like we're still adhering to our posted policy on shipping, despite the overwhelming response to the last sale. I really have to give credit where it is due: Mike, David, Bob, Sherry, Laura and the rest of the warehouse crew have been MASTERFUL at getting orders out and replenishing stock in a timely way. You cannot begin to imagine the effort and organization that takes. As we have posted, every order we have inhouse WILL ship prior to our shutdown next week. Thanks everyone, for your support and understanding. hth, tish