I don't know their email address, but I can tell you that I also pre-ordered pets and it shows up under the "My Games" tab, which wouldn't be there at all if I hadn't ordered it. In my list it is not listed with all the other Sims 3 EP's/SP's, but falls after all my old Sims 2 content. I'm guessing that it does this because the game is "Unreleased".