Shiprocket — I haven't received my prepaid order

Address: Shiprocket Plot No.- B, Khasra- 360, Sultanpur, M.G. Road, New Delhi- 110030

I have ordered a prepaid product though a genuine and official site and while tracking expected delivery date is keep on changing every alternate day.. it's was like 10 days in total
shipment was already reached near my place and next day that got updated like misrouted and product is dispatched to another city and after that no updates since 3-4 days
no contact number..to connect shipping company .. shipment was done through ekart
seller is saying wait for you product to deliver and then only they can opt for refund.. before that they can't
looks like scam