Business ProfileforEli & Elm LLC

I purchased Cooling Side-Sleeper Pillow with the pillowcase and an upgraded shipping (which states 2-3 delivery from shipping for an additional $12) on 2/7/24. I received an order update email on 2/8/24 stating that my order was now shipped and complete. Upon looking at the order update email, I checked the **** tracking number, and it showed standard **** shipping (**** Ground Advantage 5-7 days delivery from shipping) with an expected delivery date of 2/12/24. I immediately emailed customer service and let them know that I had paid for priority shipping, but was given their standard shipping even though I was charged for the upgrade. I received an off-the-wall/irrelevant response from Rasheen that stated "we are experiencing delays with **** and have contacted them regarding tracking. Please allow 1-3 business days for further updates." I then responded and asked for my $12 shipping fee to be refunded since this was completely against their shipping policies when paying for the upgraded shipping - which Rasheen refunded me my $12 shipping fee. On 2/12/24, I checked the **** tracking and nothing has changed. I contacted **** and they informed me that they have never received this package, and to contact the merchant. I contacted Eli&Elm through email and Rasheen informed me that "this is not normal, I followed up with **** and it is expected delivery today." I did not receive my order as promised on 2/12/24, and emailed back asking for a refund. Rasheen replied to my email with a return shipping label and told me that they are unable to make changes to my order and they can only refund if I send the order back which I have never received. I emailed back and told Rasheen that I never received this obviously which is apparent by the **** tracking (not updated since 2/8/24) and Rasheen told me that my issue has been "escalated to the account team and will receive an update within 24 hours." As of today, I have never heard back nor received the order.