Both times I've emailed Kanile'a, Joe (founder & owner) replied promptly. I'm going to guess that 99% of the customer facing interactions are handled by Joe, Kristen (wife) and Bill (luthier & shop manager). All three were in So.Cal. for NAMM and are probably just getting back yesterday or today.
I can understand your frustration if you've been trying to contact them since Jan. 2nd. My general impression (after limited interaction with various uke-related companies in Hawaii) is that it's better to call and talk to someone. Voice messages and email probably get lower priority. Just my 2¢.
BTW, are you trying to place a custom order? If not, I think they usually just refer you to the network of ukulele retailers that carry their ukes.