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element14.com is a community website, did you buy from newark.com? The company that processes the order is perhaps Newark in the US, or Farnell in the UK. There are no products for sale on element14.com, although there are links to products which will take you to (say) newark.com.
Whichever company you ordered with, they will have phone numbers for sales support on their website.
For example, Newark has the contact numbers on their home page (at the bottom): https://www.newark.com/
I'm in the UK, and Farnell.com has the phone numbers on their page too.. and resolve issues immediately as soon as I call them.
I don't think you should wait around for any more e-mails if it has been a week - better to pick up the phone and get it resolved within minutes.