Well, not sure what the key variable was but within hours of posting I got an email response that the tokens were in the mail. That's definitely satisfactory. Thanks, Brian!
Dunno if your problem is unique, but when I contacted Valley Games through the website because of a missing province in my copy of the game, I didn't hear anything back from them but it arrived in the mail 2-3 weeks later.
Yes, I think about half of a good customer service equation is keeping people informed that their issue is being addressed, the other half is actually doing it. Sometimes I find good publishers are great at the latter but missing the former diminishes the experience in my mind.