I've come to the conclusion that the staff are completely illiterate. They can't answer a question at all. If they can't copy and paste from an FAQ somewhere, don't expect an answer. You can email 4 times with the same question... it doesn't matter.
They try to trick customers with poor policies and try to keep your money when they haven't sent you an item. You need to raise a dispute with your credit card company to get your money back - don't let them trick you.