MyHeritage DNA Kit Marked "Delivered" While Tracking Stuck and Package Missing

On April 22, I ordered a DNA test kit through MyHeritage. My order appears to have been shipped via DHL eCommerce on April 23, with a specified maximum delivery timeframe of 12 business days. However, the tracking status completely froze after April 28, with no updates recorded in the system since.

Despite this, the MyHeritage website displays the order status as "delivered," even though no product has ever reached me. I have my order number and the tracking number provided for the shipment; however, no records exist for this tracking number on the carrier's system. I am unable to access adequate customer support through the website or the app regarding this issue; there is no option to reach a representative directly via live chat or email, leaving me only with canned FAQ answers that do not resolve my problem. My order number is 3200899853.

I demand a clear, written explanation regarding the status of my shipment and the prompt, actual delivery of my kit. If the package is lost or another issue has occurred, I request a full refund of the amount paid without being put through additional hurdles.