Shocking reply on missing parcel

placed a order and paid for it 27/07/2018 I did not receive the parcel. Their response and i quote. " i apologize for the inconvenience this may cause. Our system record shows that you placed a order on 27/07/2018. According to our policies the claim time for this order had passed. We are unable to assist you. they do not advertise their policies when you place an order. Shocking response. Watch out for this company