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Hi and welcome to JustAnswer, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.
Initially, was the "...placed an order..." done with Amazon?
If yes, are you able to login into your Amazon account?
Is this a "Private Seller" ?
Not from Amazon.com? Please click HERE.
Thank you for your kind understanding of automated-systems / machine-generated followups, ads & offers.