shipping issues/issues with customer service?

Hello, this was my first ever jellycat drop. I bought a yummy mouse on the website right when it dropped and it shipped same day but it's not moving at all? I tried contacting jellycat but they were no help at all. It's been stuck in "shipping" for almost a week and UPS hasn't even picked up my package. Has anyone else had this issue? What should I do? Please help!