Impossible to contact the support via chat

Hi

I live in Japan and I imported something from the US that I bought on amazon, it was my very first order. I had a problem with the delivery and want to contact the support, but it's not possible to start a chat, I keep getting the error "We hit a snag with chat." despite the site saying it's available.

I can't get a call since I live in Japan and the chat is the only way for me to contact the support, what can I do to resolve this problem ?