Those big companies are not very easy to contact for any problems like this. Apple was not that good, but on chat I did get someone who understood and was told I would get a refund and I did get an email saying it was being processed, but have not seen anything on my credit card.
Ups is horrible, no phone where you can call, but I did finally get an email from local terminal that listed their local number, and finally after a week an email saying they had initiated an investigation, that was a week after it went missing. Now if I look up tracking it just says investigation started and no information available.