Dealing With Alibaba Supplier

So we have a product that we’ve been waiting on for over a month. The shipping status is stuck on “shipment ready for UPS” and we have been reaching out to the supplier almost daily trying to get an update. The communication as expected is awful and they’ve started responding less.

How long is too long? I know there are long waits with China but for us to not even get a decent update is alarming. I’ve been exceptionally patient and polite with them.

Am I not being patient enough or is it time to try getting a refund from Alibaba?