Parcel had been lost in transit - and they act like it's my fault

We'll they lost my order: "We have been advised by our delivery branch that your parcel had been lost in transit, and we would need to have a replacement order created for you due to this." Except a replacement order won't arrive on time. They could ship it to me express - which is reasonable since they 'lost' it. But I haven't even heard back from customer support since they contacted me saying they had lost it and I asked them to replace it. Honestly, if they lose it before they deliver it, why is it even a replacement order ? They should keep trying to ship the goods until they manage to actually deliver them without having to create a new order. There is no way to contact someone to help even after they take my money and then lose the package.