Pet Parade Help Desk

This is the 2nd time now I have had an issue with prizes not shipping. I never received my kitty treat balk and it's no longer available to order. U have ordered one of the small animal heating pads on 1/4 and it still hasn't shipped, have contacted support twice and they just say it's ordered but waiting to ship still. It says right on the order that it ships in 3-6 days. There has to be something they can do to resolve this shipping issue. It kinda makes playing the game a joke if u spend that's 7500 tickets they have stolen from me so far

I'm getting awards for sable but cant redeem them.