Extended discussion here:
In a nutshell, it sounds like if you've got a gun waiting for pickup, other than SSE guns, the guy who's there right now can arrange to meet with you and get your gun out of jail. If you've got a gun in there for SSE, they're no longer doing SSE at this time, and will need to ship your gun to another shop to do the SSE (this is causing some problems for people who need to SSE a gun that nobody else has the parts for). If you put money down to special order a gun and it hasn't come in yet, you need to send an email to the refund email. The guy who's handling all of this is a little swamped, so you may need to be patient and persistent to get a response.