Hopefully you have better luck than me.
I opened my box to discover most of my minis are missing arms. E-mailed Z-Man a week ago and didn't hear back. E-mailed again on Thursday, still nothing.
People in another thread here indicated that ZMan had excellent customer service, but if it's excellent it's also slow.
Do keep trying. I know the office was closed for 3 weeks due to the holidays. So there must be a pile of emails in the inbox of customer service.
Z-Man Games, Inc.