I have spoken to their customer service via telephone and live chat. I also email them at TVaddicts.com daily. On all occasions I have been told that they are investigating the whereabouts of my order and that it has been shipped.(I have never received any reply on the emails The tracking number that was given to me was invalid. I spoke directly with Canada Post and they advised me to notify the proper authorities. I am asking for a full refund applied back to my credit card - including postage. I have found that not only is trying to contact their customer service extremely frustrating (intentional?) but trying to get information from anyone is virtually impossible - God forbid they deviate from their script. I ordered dvds back in November and was charged on my CC at that time. My CC co. has credited it temporarily while under dispute.