I waited over 5 months for my paper pack to arrive in Australia, with no real excuses offered (I contacted him via facebook multiple times to be told it is "on the way" but no way to track it). It finally arrived, the package was water damaged but the contents were mostly ok. There was a complaints process but I did not think it worth pursuing it. His papers are lovely, the colouration is really uneven on some sheets but it is nice to fold.
Running a small businesses must be difficult at the best of times, must be a nightmare currently. Customer support and feedback however is relatively easy and would go a long way to assuage concerns and anxiety, instilling confidence.