Disappointing Service

I ordered a Open View OVHD Decoder online. Paid. The is a No Delivery Fee as the order is over R500. The courier company is Courierit. So the parcel has been lost. Only after my email, did I receive this information. According to the courier company, they have requested for a replacement from Ackermans. I called Ackermans last week, around the 19th of April. The gentleman explained that someone was going to call me as he cannot assist.. I have not received a call, i have also not received a mail back to the email that I had sent through to ***. All I want is an explanation or what is the way forward, or can I get a refund.