1) Split Reason isn't a charity. They take a cut of the sale as their compensation for handling the actual business. There's no cut here unless Greg paid them.
2) Even if they decided to engage in a little Good Samaritan action and gave away their service for free, it would still cost Greg to ship the figurines to them (and across the Canadian border, potentially involving customs).
Really it boils down to the fact that getting people the figurines they paid for has a very, very low priority for them, and they're not willing to spend the money and time to ship them out. It's unfortunate and frustrating, but I don't know what can really be done at this point other than them making the decision that it's time to take care of it.
The follies which a man regrets the most in his life are those which he didn't commit when he had the opportunity. - Helen Rowland, A Guide to Men, 1922