It's best to work things out directly with the shop owner first, since Big Cartel doesn't play a role in order fulfillment.
Be sure to check the shop's shipping policies to get a sense of when your package should arrive. When in doubt, please allow at least two to three weeks for a shipment to arrive - sometimes longer for international shipments or bespoke items.
Big Cartel doesn't have anything to do with order fulfillment for our stores, so unfortunately we won't have details on any orders. Big Cartel isn't able to issue refunds or fulfill orders on our end since those responsibilities are held solely by the store owner (and all funds are held through their individual PayPal or Stripe accounts).
Please provide the email address with which you placed your order. Without this information we cannot log your complaint.