Support not responding on RMA Status

I've sent my defective mouse back, on the FedEx tracker it shows it has arrived Tuesday 6/23/2020, I then get an email from support on Thursday 6/25/2020 saying "you have not dropped off your unit to one of our FedEx facilities" and that was the last time I heard from them. I've also created another case on RMA status a couple days ago and still no reply. I am worried if it even got there and if they have actually received the package.I understand they may be busy but not replying for a whole week is unacceptable.