No update on order from Game Online

I ordered an item online on July 1st, 2020 and delivery takes 10-14 days (according to their website). I have been calling (no answer) and sending messages on Facebook to find out how I can track my order... all they keep telling me is that "your order is still withing delivery"... I sent an email and I was told that I would get notified when my order is dispatched... it's business day 12 today and no dispatch... I feel that we are being taken for granted as customers and would appreciate every cent of my money back if I do not get my order by Monday 20 July 2020