First order lost? No response from customer service

Fed ex has had my shipment marked for delivery since Friday morning. I emailed 2 days ago and got a response that they are behind answering emails. (Request (271790). I was looking forward to trying it after hearing such good things about it. Is customer service always like this?

Hey @Mike45! Hope your doing well and keeping warm today. I truly apologize for the delayed response to your email! The holiday season has us a little backed up as well. Not to fear - I’ll respond to your email right now and we’ll find you this package😁 I can’t wait to hear what you think of Huel!