Thc Direct No reply for request of refund. Surrey British Columbia

They took my money. Sent package to Richmond bc and has been sitting in same spot for 5 days now. I called post office to find out whats happening they cannot release info. I have to contact sender. Ive been trying to get a response for 5 days now. No answer as to whats happening no answer to what they can do for me no answer to issuing my refund. Not one reply at all. I just want an answer. Im feeling ripped off and like they just dont care. I tried to place a new order and that was responded to within an hour. So someone is answering the sales but not the complaints or requests for info on why my package isnt delivered or left thier postal outlet yet.