Rich Tone are, I believe, a well-established shop and am sure that they will sort this out.
As Paul suggests, have a clear idea of what you wish to happen, phone them and stay on the call until you are satisfied with the response, don't be fobbed-off by the first person who happens to answer telling you they will phone back. Be firm, clear and calm. Make a note of who you speak to and what is said. Ask this person to confirm this in an email to you and when they will do this.
I am sure this will be relatively-easily resolved. Please let us know how you get on.
Good luck.