I wonder if they lost my parcel or what!!

I ordered hairs overseas on 2015-12-09. Normally I receive my parcel in less than 5 days if I ordered overseas but this time I haven't receave my parcel till today. I traced my parcel last week and i found that it in durban at 4PX express dispatch. I phoned them and they told me I will receive my parcel before sun set but they did not bring it. I also phoned them yesterday they were keep on transfering my calls , they ended up saying they will get back to me of which they didn't, after some few hours I phoned them back but their phone was engaged. Today no one is unswering my calls. Now I am so confused and worried at the same time.