Item not delivered on time, poor tracking communication updates

I placed an order in December and the last tracking communication was on 05th January. I have not received my order and cant even enquire about it, the site keep on saying theres an error i must try again.

The item has been in "destination country airport" for over 2 weeks with tracking code SYZZ***.

I am very disappointed, because the item was supposed to be a birthday present for my son tomorrow