Jaxtakart — non delivery of product despite paying for express delivery

Address: Belakovba Near Water tank Prasnnanagar, Jalpaiguri, West Bengal, 735133

Website: Jaxakart.com

Order no 412990, dated 18.03 2019 from Jaxatakart.Com amounting 418 (389+express delivery charge 29) not delivered till now.Despite paying express delivery charge of 29 .Customer care guy not sure when will it b dispatch and when asked for refunding amount they denied and not refunding money also.Horrific and frustrating.
They are saying we will dispatch it soon.I don't know that for what reason they charged Rs 29 as express delivery when they can't delivery in 10 days time also.
Is this not cheating .