Struggling to get my replacement because they are not sending Final letter of claim to I store.

Their Courier guy who was doing delivery of my package got hijacked and the company couldn’t even communicate with me about that until I went to the wear-house and found out about my parcel. They said they sent an email to I store about the package that was ******. I’m struggling to get a replacement because SkyNet is not sending the final letter to I store so that I can get my order. They are not responding to my emails and calls .