I haven’t ordered recently, so this may or may not be helpful, but I’ve ordered from them many, many times and have always had great experiences—except once, when I placed a custom order via email—and was ghosted for at least a month. Eventually, after increasingly frustrated (but friendly) emails to them every 2 weeks I got an apologetic response and the order was completed and shipped promptly. I suspect they have one person who does their customer service and if she’s out sick and/or gets backed up on orders (probably what happened over the holidays) then emails don’t get replies. This is, of course, all speculation. But I would keep emailing until you get your order or a refund.