Order issues from FFG?

By Lightning Dust, in Star Wars: Legion

Hey, I had a decently sized order come in the other day for Legion. Everything was there minus one item, the AT-ST... On the invoice in the box, it's listed as ordered and shipped, but I don't have it. I made a ticket, still waiting, called FFG and Asmodee and left a message, still nothing..

Has anyone experienced a problem like this before? And what can I expect? Honestly just a refund for the AT-ST would be fine but I'm worried I just got screwed out of 50 bucks.