Delivery not upbto scratch

My parents have been with Pharmacy Direct for a very long time and never hd a problem, they received a sms on the 23rd of September that their cronic medicine has been sent and will be delivered in 2days. Their medicine has still not arrived and they are now without their blood pressure medicine. When phoning pharmacy direct all they can tell them is that the parcel is still with the courier company. My parent are both at an old age and it is crucial that they get their cronic medication.