I called last 3 months ago and it worked fine then. This whole thing goes directly to the company that makes Aquaphor, which is Beiersdorf. I'm pretty sure they are in Texas, so it might be a time zone issue for you.
Ichthyosis-en-Confetti Type 2
Husband, Nathan - 10, Elliot - 7, Oliver - 4, all affected.
I also have an unaffected daughter, age 8.
email: jennifer at confettiskin dot com
facebook - find me on "ichthyosis mommy spot" or "friends of ichthyosis"