They've always been prompt and helpful to me! They are a small operation (once I got the owner hahaha), so maybe keep following up in case there has been a family emergency of something?
What has your friend done so far? It would be helpful to know details.
She emailed them through their email link and then when she didn't hear back she tried contracting them through the blog. She got an automated response that her comments had to be approved by a moderator, then nothing. She's been trying to contact them for a while now, it's been well over a week.