""Sorry for this matter. We have just contacted post office and they said the package maybe lost or stolen. How about we reship it to you? Or do you prefer a refund instead? We really hope you will be satisfied with our service. Any question you have,please feel free to let us know. Thanks." "
If you're satisfied with this solution, you can let the seller know by sending a message in the Resolution Center. If you don't want to accept this offer, we encourage you to send the seller a message with solution that you'd be happy with.
You can also view the details of this request in the Resolution Center.