I went through this recently doing a return on a product that they had backordered for me. Two weeks later it hadn't shipped yet, and I had found it locally for the same price. So I purchased it locally, and emailed them to cancel my order. Unfortunately it shipped the next day and they hadn't emailed me back yet. A couple days later they emailed me back that they had gotten ahold of FedEx and had the product turned around and sent back to them.
Anyway, 2 weeks after tracking showed the product had returned to their warehouse they had not issued me a refund yet, so I attempted to call and discovered that due to the virus their phone support was currently shut down. Sent them an email, and again about 3 days later they responded and issued the refund.
They are an excellent company, and they were very polite in their communications with me and very clearly putting the customer first. However, due to the current restrictions and whatnot going on due to the virus customer service is clearly struggling to keep up with issues. Give them time, they will respond to your email and take care of you. It is now the weekend, so you likely won't get a response for a few more days. Patience is key, there are a lot of excellent companies that are simply struggling right now to stay on top of everything.
