@OZJ They probably think they already answered you. What email address did you use to contact them? The best one to use is email@example.com. When does tracking say your parcel shipped? Where is/was it going? Does it include a battery? CHIP? PocketCHIP?
And did you refresh the tracking page? You could be viewing your browser's cache. In some unfortunate cases, parcels were sent back to Hong Kong by mistake.
You probably need to start a new email to them, as sometimes they have not seen replies, despite their efforts to answer everyone.