Parcel lost and no communications

I did online shopping and DawnWing was supposed to deliver the parcel ***). They made an attempt at the beginning of February and never again. Someone from their office phoned me two weeks ago to check if I have received anything and was supposed to call me back with an update.<br> After trying to get info in the last two days I was just informed that they can't track the parcel! How can a courier service not track a parcel?