Where is communication these days

I ordered pannier racks for my bike about 3 weeks ago. They confirmed that they do not have stock and will have to either order and import or refund. After I confirmed they have to go ahead and order I will get a confirmation from their logistics dept. Until now I am still waiting for any further commiunication and if they even ordered the item. I can source from somewhere else, but if they don't even confirm anything about my order, how will I get my money back? What are my choices now.....<br> Please at least respond to my numerous mails.