5 weeks is nothing, especially if they missed the notification that it arrived. Here's an example, where the PayPal dispute was made and I lost before the package was located:
Feb 20 - order made
Feb 22 - package ships USPS international priority, small flat rate box
Feb 29 - box arrives in UK customs
Mar 8 - UK attempts delivery
Apr 4 - buyer never claimed box, so it is mailed back
May 3 - package makes it back here
More than 10 weeks, even though it was only 1 week for shipping and 1 week in customs. Stuff like that prompted me to add the express mail option to shift more of the burden to the buyer if they don't opt for tracking.