I think Purism recognises that using email for support is troublesome. There certainly have been cases where email responses are sent by Purism but blocked as spam by the recipient.
In terms of logistics (delivery and tracking), it obviously matters what country you are located in.
Anyway @JCS can investigate on your behalf.
Many of us can tell you that it’s not a scam. I have a Librem 5, for example. However patience will be a virtue.