order not received

Hello - trying to reach support for past week and no response. This is regarding my order ordered on 18th december. Status says shipped on via UPS, but shipment has not arrived. Also the UPS tracking says just label created. they confirmed they have not received the package . sent multiple emails and left voice mails, no response yet. that's disappointing. live chat not working . can somebody please respond .... frustrated customer.... as the photobook is a birthday present and now may not reach in time.....