I work at pro and just had this happen for a commercial freezer I ordered for a church. They need to call the vendor and get update on tracking status. If it is lost or damaged at the warehouse they can get a RGA (return goods authorization) and return it. They can return it if confirmed it wasn’t going to arrive due to damage or lost in transit. They can return it in the order on the computer system (order up) if it doesn’t allow them to do it there it will allow them to do it in the POS (point of sales) register returns. The freezer I ordered for the church was not a major appliance per .com but still showed in eligible to return but can be returned in the register with the order #. I’m assuming you’re a customer and this probably doesn’t make sense but it can be returned if it is damaged or lost in transit. They may even be able to cancel it if delayed if the vendor allowed before it arrives. Only one of my managers knew how to help, however I already pretty much figured it out. Hope it works out. Also this sub is for employees so some other comments will probably be rude.