Customer Service does not answer

It's been more than a week already that I created a support ticket because of a surging sparks booster box that I bought that came with 16 booster codes that say "this code has already been redeemed" error when I try to redeem them in TCG Live. I asked for clarification if I could get a replacement.

I'm not sure why it's taking so long. Does it usually take this long to get an answer?

Thanks!