What happened??

I bought my products on the 25th of feb after 3days not getting my package I emailed them and they said they will notify me via email as soon as the courier guy has picked the package. And I tried email and whoever was replaying to my email said I must get in contact with the courier guy my point here is that I haven’t received any package and yet their telling me that my package was delivered.and I have all the evidence even the time I ordered it deducted from my bank account .