Customer service ended up being great!
Edited ***. I did finally get ahold of someone in customer service who went above and beyond to help me figure this all out! They found out there was a typo on my email which threw everything out of wack and fixed the issue very quickly after that! Highly recommended the product itself! They advertise this product as being able to be paid for with your HSA funds, however when I placed my order, chose the option to pay with HSA, ( a separate processing company-withflex) I did not receive confirmation of purchase, a shipping notification, a welcome email, nothing. I had to contact their support department to get all these things…. Then the trouble began. My HSA required a medically necessary letter, upon which I reached out to their support team again and was told I should have received an email from withflex, as I chose that option. They said they can’t retroactively produce the questionnaire that I need so to contact this processing company. So I did that. The processing company Withflex, denies billing me, even after providing proof of the purchase from my HSA.