Package lost and no assistance received.

I sent my package to PEP(woolworths) Newcastle for delivery, it was supposed to be delivered within 7-9 days. I received an sms stating that I've handed over the package. After 3 weeks, I realised that I haven't received any sms confirming that the package has been delivered. I went to enquire at the store, they made a phone call to the paxi guys, they told me that my package was canceled, I did not cancel the package neither did I receive an sns saying my package was canceled, they didn't give me back my package and money. I was told that they escalated the call and they were supposed to get back to me on Monday last week, I haven't received any feedback, refund or just my package back.