This is not good news. It is a shame that you did not get your order yet. We are here to help!
Luckily we have made a troubleshooter for you. Please use this first before sending us a ticket. When the troubleshooter doesn't provide a solution, your previous answers will be collected in a prepared ticket to us, just a bit of additional information is required.
You can find the troubleshooter here.
We hope this will help you in finding out where your order is.