Replacement phone not received, how can I contact apple through chat since I don't have a phone

I was supposed to get my replacement phone (iPhone 11) on Saturday the 11th but I have not received anything yet at all, and I thought the 610 dollars were going to be refunded back to me after I had sent my old phone, but I have not sent it because I have not received my new phone at all so I don’t understand why the 610 was lifted off my account. Also I just saw the email that says I have 4 days to return it but Fed Ex still has my package and i don't understand why they still have it it's been 2 weeks already.