Courierit tfg parcels

I have bought shoes through tfg and they are using courierit for deliveries. The company has received my parcel on the 25th of November 2020 but they don't want to deliver the goods to me. I have been contacting the customer service but they say they can't locate the parcel but on their system it shows the parcel is at jhb depot received on the 27th of Nov 2020 at 05h15.