Puuure Masks Never shipped an item that was paid for China, US

Item paid for April 13th and tracking has shown as of May 2nd it's never moved from the city it originated from. Customer service has been of no help.  I was told I could have 30% off another purchase.  I want a full refund.  This item is PPE specific.  Needed it weeks ago.  I have been ordering from other countries in Europe since Feb. and not one shipment all which were larger, took over 7 days during the height of the Covid concerns.  10 days is reasonable.  Sitting in the same city 3 weeks later. Not reasonable.  I just want a full refund.  As you can see below, this was dated April 26, 2020.  No other contact from the company and no order has arrived. Tracking shows it sitting in the same town, no movement.

David S. (PUUURE)

Apr 26, 15:20 PDT

Hello Denise,

2020-04-20 23:23
Nanchang City, Nanchang International Marketing Center has received a copy, agent: Wanji, Tel: 13672225251
2020-04-13 16:19
Logistics order created

We advise that there are instances that the tracking number is yet to be updated on the tracking page. Kindly wait a few more days for it to be updated in the system. 

Hence, I coordinated with our Fulfillment team to check the whereabouts of your order.

If you have any additional questions, please do not hesitate to respond with more details and let me know.

Sincerely,
David S.
Customer Support Manager
PUUURE