Worried about IDgod order

Ok so I've been reselling Gods for awhile now and never had problems, but right now I'm having people getting unhappy their order isn't here yet.

So I placed an order on 1/7 (#258XXX) and it still has yet to come and says "downloaded". The thing is is that I've had three orders placed at later dates already come in

Tried emailing for tracking but got nothing. Did I draw the short end on this order? Has anyone ever had one not come in?

Thanks for any reassurance or advice in advance