I had this same problem with an order for a box of cigars from Kioki; I ALWAYS have my packages delivered to my work address, but Kioki sent it to my billing address at home. After it became apparent that the box never showed up, I called Eric and he instituted a trace, which resulted in a FedEx guy showing up and saying that he was supposed to pickup up a box from my home address and deliver it to my work address.
I talked to Eric again, and he reshipped the whole order at his cost. That's why I'll definately do business with Kioki again!