That is terrible Harrigran especially as they've taken your money.
I wonder if your order was delivered to someone else - someone not exactly honest?
I did once (ages ago when I broke my back and was getting regular deliveries easily) get 2 bags of someone else's goods. I phoned them (easy in those days) and they said to keep the goods free of charge.
But waiting 10 days or more is not on - if you can't reach them online then send a letter by old fashioned snail mail to the Chief executive officer (with copies to everyone else on their board of directors) NOW.
How do you acknowledge Easter.