You need to be patient. Really, really patient.
When they say that it takes a long time. They are not lying. I haven't been the most patient person. I'm your typical consumer, once I pay for something I want instant gratification. With that said the materials and the seams appear to be of a good quality. I've purchased cycling shirts for my wife and she wears a medium size. Because this was a custom piece, I made a decision to go up a size. That was a smart decision , because it fits perfectly. So it may just be me, but the size may run a bit smaller. So go up a size. As for communication, it's like a message board. You'll receive an email and you submit your questions and wait. Sometimes they take a few days to respond. The price was great! I plan on buying from them again in the future. Now that I know what to expect.