The websites lists one to two hours, they dont make allowance for busy periods. like other reviewers i have been waiting over 8 hours and no communication from the company. I am sure they are good when they are available but seriously poor communication.I should mention i paid extra to skip lines and go to the front of the queue.UPDATE: They replied to my review faster than their on website chat where i have reached out to them several times. Had to file a dispute with the credit card company. Stay far away from these fraudsters.