Bad communication from Finch Shop
So long story short my partner ordered a plushie from Finch Shop and we're having not very great time with custom service. Order was placed around April 28 and since then until yesterday my partner didn't received a tracking number. Unfortunately it was too late already: the parcel may now heading back to US, although we didn't even know it arrived to our country at all. Person from the Finch team who was responsible for custom support didn't send my partner anything for almost half a month and the whole communication was poor.
I wrote to the Finch team and their shop myself today and my partner did the same. The only hope for us is that Finch team will remember that they didn't get to us any meaningful info, so we're not at fault, and they try to contact the shipping company and ask them to repeat delivery (the parcel is still in our country, the delivery company is waiting for Finch response about what to do with my plushie).
As I said before, the whole situation is quite unpleasant. I want to get my order, but I'm afraid that it'll return to US due to poor custom service :(
Maybe someone can give any advice?
Tldr: partner ordered plushie from Finch Shop, but didn't receive any tracking number until yesterday (almost half a month since the order), when the parcel is may heading back to US. I'm very upset, don't know what to do