Yeah, don't expect the same sort of "customer service" that you would get from a department store...this is a small, quirky business and has problems coming from all directions...it takes a lot of hours in the day to try to manage a startup like Octopets, and they are doing as much as they can to make everyone (including the octos!) as happy as possible...with such an esoteric item, sometimes you just have to wait....
But hey, remember the days (uh, two years ago?) when they weren't available AT ALL ???
greg