Need Advice (tickle clip issue)

I purchased a tickling clip I've been so excited to watch, it was a FrenchTickling clip (one of my favorite producers) and I bought it from the site Genuine tickling, but after I downloaded it the file wont play past 15 seconds. I re-downloaded it, reset my VLC media player, but same thing- craps out after 15 seconds. Its a WMV file which I heard may not be the most compatible, so I converted it to an MP4. While the video now plays in full, the audio is often not synched up, the visual of the video itself sometimes stutters and buffers a lot. I think the file itself may be corrupted, regardless of what file type it is. Any advice on what to do? I can't find any place on the genuine tickling website to file a complaint or ask for customer service help. If anyone has dealt with them before, I'd appreciate the help Has this happened to anyone else?

I sent an email to them about an issue with an order, so hopefully they can resolve it, if anyone is curious what clip: "This is hell on Lysa's deathly ticklish upper body"