Don't be afraid to bug them. Their main method of communication is Facebook, so it's not as formal as some other commissioners may be. I've noticed that they don't seem to message specific customers with updates on their commissions. It's usually just progress pictures for new, uncommonly requested items on their FB page, and final photos on large shipment days. But I haven't heard any stories of them not fulfilling their end of the bargain. If you requested a common item (like the SAO weapons), it may be possible that they had a tiny mix up in the count.
I'd suggest to try contacting them again one last time asking about the progress and ETA.
-Naoto Shirogane, Shadow Naoto (Persona 4)
-Lucina (Fire Emblem: Awakening)