19 days later and couriered parcel is still NOT delivered

A parcel couriered on 15 October 2025 is still undelivered on 2 November 2025. They are not cheap and also indicated delivery take between 2 to 3 days. For the fee you expect professional and prompt service. I send the items that is required for a school concert on 4 November 2025 back on 15 October 2025. It is now 19 days later and still the items were not delivered. It is a massive struggle to obtain feedback as the branch need to query with head office each time, and they take for ever to reply. All the required cross border forms were submitted. Despite various enquiries, they are not responding with clarity in terms of when the good will be delivered.