Hello Cupertinozz, I'm sorry to hear that you haven't received your product after 3 weeks of waiting, since your Bitcoin are held in escrow you will receive a refund. At the moment the new support system is in the final stages of being released, once it's released you'll be able to easily send a ticket to market support explaining your situation and they'll be able to help you out. Here's a thread by Hux giving everyone a general update about features being rolled out in the near future, http://silkroad5v7dywlc.onion/index.php?topic=19618.msg390374;boardseen#new Tang.