I've tried contacting them on their zendesk support system and emailing them and have even tried calling both their U.S. and Chinese phone numbers and have been repeatedly blown off and ignored. At this point I am 90% sure they scammed (everything seems to point in that direction) and will probably be reporting this as an international scam to the FBI and FTC as it seems like the only course of action left at this point.
I'd suggest to wait a bit for a response e-mail before proceeding. Set an ultimatum. I know they're a reputable company so at least give them a chance.
If all else fails, it'll be better to search and contact fellow buyers and act as a group.