Didn't recieve 2m plane in order - the only thing frogotten - when can I expect RMA decision? (order 20010678541)

I have made quite big order complete setup for 1,9M wingspan plane with plane frame. When I revieved package it comes in small box aprox. 50x40x30cm. The only thing missing from order was this 2M plane frame. I contact the HK support and fill in the RMA form.

How long does it take to solve these RMAs? When can I expect response/decision? How long does it take to send it againg?

How could it happen? I totally understand if someone just forgets servo, changes one small piece of equipment like batery, motor, ESC, but how it's possible to forget something that big as 2M plane frame?

The plane frame was also in stock, so it shouldn't be availability.

Thank you for answering.