Parcel not recieved

My parcel was supposed to be here on the 27th of October. It's now the 11th of November and I haven't even received my customs clearance fee. I know it's been with Aramax since the 17th of October. I have called multiple times and they say that they're escalating the issue but nothing seems to come from it. I'm at a loss for what to do. I need the parcel before I leave in two weeks and they're not being helpful at all.