Still waiting for my UBports CE pinephone to arrive, which they sent a shipping update for weeks after I tried canceling my order which they completely ignored without any acknowledgement.
Right now I am incredibly disappointed with pine64 in terms of their customer relations.
It's worth noting that it's a fairly small team doing an increadable amount of work. They've mentioned being overwhelmed with queries, even it this update. It's not Apple or Samsung. I'd be patient, maybe ping them once more just in case they missed it, try the forums instead of email as well.
Right now I am incredibly disappointed with pine64 in terms of their customer relations.