lost order

I placed an order at the end of Jan 2024 , to receive an order confirmation email , then I got an email to say my order has been shipped , when i tried tracking my order nothing was picking up , then I sent an email to them asking what is happening , to receive another email to say my order has been lost , and they will send me another order , but that is all , I need to know exactly when I will receive this order . or why cant they refund my money.