Non-delivery of online purchased goods

I made an online purchase on 01 Dec 2019; to date it has not been delivered. I have tracked with Dawn Wing, they say it was their 3rd party, they don't know when it will be delivered. I have asked that I pick it up instore, the Mac Consultant said it's not possible! I have asked for a refund, was told that I cannot get a refund until I receive the package, which is never!!!