Incoming internation shipment: very bad customer service and handling

Very unfriendly and slow service. Parcel was sent from Germany since November 2020 and it contains materials for scientific research. I have being following up since December 2020 and each time no valid update. I was asked to make a declaration simply because there is an item marked as 'DNA' purification kit. This they told me means the items contains DNA at a point one of the agent told me that it means it contains human DNA which needs an import permit. When I finally was put intouch with a clearing representative I was asked for a declaration which I sent. That email was not even acknowledged. Followed up with a phone and was told that they will inform the person handling the shipment.