I had the same situation
I first got the request on the 23 of December and there was nothing on my email or the junk mail so I called them and the agent said it was A fingerprint request coming in the regular mail from the Vancouver office
So I waited and nothing showed up in my mail box
I called them again and the agent was very helpful , she said she is going to email the Vancouver office to send another request and sure enough there were another request in my email sent on the second of January
So my advice to wait 5 business days and if nothing shows in your regular mail box call them and ask them to email the Vancouver office to send it through the email