Does snapmaker actually ship the parts you order?

According to Traking, an order from October 10, 2020 is on the way:
2020-10-17 16:45:43
shenzhen
The goods leave the operation center
An order from September 25th in the shop has not yet been processed. Also i’m waiting for a replacment for my broken module.

Potter, Oct 12, 2020, 10:28 GMT+8
Thanks for your reply.
I’ve submitted the request to our facility. The related colleague would confirm the request and ship the item as soon as possible.
Have a nice day.
I think they were behind schedule due to a few circumstances about quality and the week break due to the holiday.