Fingers crossed the Etsy solution works. Once support gets here it seems to be a week or so to get parts shipped (presuming they’re in stock).
For future reference, reach out once - they will contact you, but in the order received. Any additional contacts slows them down, both from responding to you since they a have to find/verify/close all your open tickets before they can respond to your first, and everyone else since instead of helping you and moving on they’re spending time closing multiple open tickets.
As you noted it’s the holidays, they are extra busy, (they commented recently that people are printing over 10,000 items per hour) - you can imagine the bump up between people who need assistance learning how to use these machines, and people who break things (and parts are running out of stock because there is still a supply chain issue worldwide).
This would be a great time for you to find out if there is another laser in the area you can use - time is available on 
s at JoAnn fabrics, there might be other rs in your area, or other people with different types of lasers. As you seem to be using it for a business it’s wise to have a back-up plan!