I read a bit on their website and seen where they have a retail store, this is where:
504 Scranton Carbondale Hwy, Eynon, PA 18403
You may be able to glean more info from this by honing in on 411 info for that area code's directory assistance. My impression is that the retail outlet is not the same location for their online sales processing & shipping.
If you have to go down the unpleasant route of contacting the AG's office and so forth, you at least have an idea that one portion of their operation works out of Eynon, Pennsylvania. And, gather together all the particulars of the transaction; order date, method of payment, item ordered, dates, times & names of people you'd spoke with- any & everything to file a report to various agencies- possible local or Pennsy State Police, depending on the police cove tre age in Eynon, PA. They should clarify for you when you provide details about what you're options are. And they should be able to help, if you've been charged for product you have not received, this is no longer a civil disagreement, it is indeed potentially a crime. But make your part in this easy on yourself first, before you go down this road- have any & all info written down concisely. You'll be glad you did once authorities get involved. And document all conversations with the authorities, banks, Better Business Bureau, AG's office- all of it; names, times, dates and an overview of any assertions made in any subsequent conversations...
I gotta say, I did read some of the company's reviews, and sad to say, you're FAR from the 1st to have a problem with them. I genuinely hope I've helped you see a way forward with this. I would give them another try, though, before moving down the not-so-nice route with them. Try to get someone who appears to be cooperative one last time... If you get more of the same, tell 'em why you're done playing with them, and that this can still be corrected before doing what you gotta do. Lowering the boom on shady operators can be a bit fun, as it's your turn to make them feel the same way you currently do, ya know ?
Just document every damn thing. It'll turn out ok for you; just be patient, hang in there & see it through.
Warm regards from Delaware, Doug !!😎