Parcel Missing

My order BUFZA***YQ has been in their warehouse since December 18th. I called on the 2nd, 9th and 11th of January to find out when they were going to deliver it to me. According to Buffalo, the package has already been dispatched to a courier but that the courier has not yet come to pick it up. Today I am told that they cannot locate it. Buffalo refuses to pay me my duty tax back before I have canceled the order. I cannot cancel the package because according to the supplier's policy, it cannot been cancel it if it has already been shipped. Since I cannot cancel the order, I would like Buffalo to compensate me for everything. Can you please help me?