I recently (well, a few months ago now) backed a project on Kickstarter.
It was not my first one, so I was fairly prepared (I thought) to the process.
Well, turned out I was wrong.
Unlike other times, this package was blocked at the customs. The customs office then sent me a letter that was delivered 3 days after the package was sent back because I failed to collect it in time.
I immediately contacted the creator, asking to send it back as soon as possible, and offering to pay for the new stamps in the way they would prefer.
After 4 weeks the package was still nowhere to be seen. I contacted the customs, and the delivery company. They claim the last info they have is from before it was given to the customs, and that it is the sender's job to open an inquiry.
I told the sender as much, but it is now more than 2 weeks ago, and I have not heard anything back since.
I would like to push the issue with the sender, but I would like to avoid coming across as unfriendly and invasive.
I am in the EU and they are in the US, if it matters culture-wise.
What is an appropriate way to signal that I would like to be kept up-to-date with any development, without coming across as excessively demanding?
Note: I do not consider this customer support, since there is only one person in the company on the other side.