SUPPORT ticket from developer is not being answered

It’s been 18 hours and my developer THEME MASCOT is not gotten back to me. Is there a way to contact them directly? Can envato enforce customer service? I might need a refund at this point.

As stated on the author’s support tab “This author’s response time can be up to 2 business days”. Please be patient.

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Here is their contact form to contact

thank you