I can't speak to the ignored inquiries, but I'd presume the reason it never arrived was because Austrian customs intercepted the shipment. The OP's profile states they're from Wisconsin, so they don't have anything to worry about on that front.
Smart Powders tracking service got lost of my shipment in New York. The last message from Denis Darroch was they would sort it out - if I don't count his empty promise after a post in this thread:
http://www.longecity...post__p__591153On the contrary, I had 3 shipments intercepted by Austrian Customs (iherb and vitacost). In such cases I always was asked if I would still accept the shipment with an allegedly illegal 'medicine import', and upon my acceptance they always confiscated that ingredient only, sent me the remaining parcel and fined me. Except Smart Powders shipment - never anything from various companies in the states ever was lost.