This is a common error when customers download the theme package and upload it immediately with this theme package.
First, please extract/unzip the theme package you download from themeforest. The installation file is located in the Theme folder.

All of your emails will be reviewed and checked manually carefully. However, based on the number support tickets and the nature of the request itself, the response time can be up to 12 – 24 hours (Monday to Friday). Our timezone is GMT+7

Normally we never respond more than 12 – 24 hours after you submit a support request (Except Saturday and Sunday). However, there are some cases where we have responded but customers reflect in the comment that they have not received any emails. Please check some issues:
1 – After you submit a support request via the support tab, we will respond via the email you used to sign up for a Themeforest account , please check this email. We encountered many cases where customers did not remember the email used to register for a themeforest account, or used an error email (maybe due to expired domain, faulty server hosting…) so they did not receive a response from our support team.
2 – Please double check the Spam Box section, it is possible that for some reason the email has been queued as spam mail.