I work for a mail order company and I just want to reassure you that sometimes it can get really busy with orders and sometimes, there just isnt enough staff/time to reply to emails. Sometimes there will be like 150 emails sitting in my inbox from customers asking where their orders are and 150 odd orders waiting to be manually processed, its a nightmare
Honestly, the more emails people send enquiring about their order - it just slows the whole process down. Just be patient, wait a bit longer - they might just be understaffed.