On top of all the previous comments, JWW was always a brick & mortar store...that added internet sales. Their on-line service and support was usually flawed, kinda like if your grandpa got internet and e-mail...at the age of 85.
While your e mails to JWW could end up completely ignored, their support and service was outstanding if you actually picked up the phone and called them. Your issue could be interesting...if you purchased your knife pre-buyout. Your best solution may be direct with Shige, but either way, I'd say flawed e-mail service was a "characteristic" at JWW, so pick up the phone