VERY LONG story short -
item was apparently on backorder, and the order essentially got "stuck in their system".
****supposedly**** the missing component arrived today and the package shipped at the standard 3-5 business days. they "should" have a tracking # within 24-38 hours (they will check back on Wed) - at least with tracking, I should be able to get FedEx to hold the package while we are out of town.
*HOWEVER* due to all of the BS with customer service, the delays and nobody knowing what was going on, they decided to refund me for the entire cost of the Reset system. (I didn't ask for this, but it was an awesome gesture.)
~$270 win!