AOP Issues

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I'm not sure what to do. Customers have mask orders in 11 days now and production hasn't started. I have reached out to their customer service, they say they are filling back orders and can't tell me when my customer orders will ship. I put a message on the their facebook group page but my messages don't post. Before I signed up with them and created the designs, I confirmed their promise of 3-5 days of production and 8-10 days to delivery. I marketed this and now my customers are upset. 

Is my only choice to refund the orders and end this partnership with AOP?

Seems like it. But maybe I'm not aware of all possibilities. 

Thank you, Niya Christine (shop)