Never received Custom Theme File

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I purchased the theme Venue from Safe as Milk and never received the theme file; I purchased on September 5th. I reached out to Safe as Milk, who said I need to contact Shopify directly. I am waiting for Shopify chat support which says 20 mins. wait. Does anyone have suggestions on a faster way for me to get support from Shopify and request the .zip file to download the theme I purchased?