Wyze Robot Vacuum Pre-order hasn't Shipped

I preordered a Wyze Robot Vacuum on Nov 12, 2020 and was charged for the Vacuum but haven’t received it yet. I didn’t get a confirmation# and it didn’t show up in the My Orders Section. The first time I reached out to find out why I didn’t recieve a confirmation or why it didn’t show up in My Orders. First is suppose to take this long? I’m not sure what to do I’ve reached out to Wyze twice now and haven’t heard back. Any suggestion on how I can get them help me?