This doesn't answer your question directly as I have only purchased the digital download videos from AtmosFX without a problem. I did have a problem with the new web site when I attempted to place an order last weekend. I sent an email on Sat knowing it would not be looked at until Monday at the earliest, and I got a response on Tues. The issue was resolved and I could complete my order.
I have had a few email exchanges with the AtmosFX customer support dept via email and always had a response. It might take a couple of days, but their web site states the support staff is only available M-F 9am - 5pm Pacific. It's frustrating they don't offer a phone # on their web site to call customer service. Hope you get a reply soon.
From the AtmosFX web site:
"We ask that all service requests be sent to our support team at [email protected]
. AtmosFX customer service is available Monday through Friday, from 9am to 5pm, Pacific Time. Any messages sent outside those hours will be answered the next business day."