My experience with Coinabul is that if you call one of the phone numbers on your invoice you should get through or Jay will call back. I have only had some luck emailing jon (not sure if he is still there) or jay directly, the general email address doesn't seem to be monitored. Their order system allows you to select standard or overnight insured. I have always selected overnight insured but the shipping method has never been overnight. I wasn't concerned with speed, only insured. Initially, this caused me quite a bit of undue concern when they said the ordered shipped and it took a week to arrive. Also, I sometimes received a shipping notice almost immediately when the order was actually only ordered.
Overall, they run a pretty loose business and what they promise is not what they deliver but their product does eventually arrive. It appears to me that they try to appear bigger than they are and run this business out of a business incubation service at a college. My guess is that they are technical guys that don't understand customer service. Hopefully, they will start to understand that they need to deliver what they promise.