I think my package is lost

I have a similar problem, ordered a new IPad Jan 29th, paid for two day air shipping. They billed me on the 30th, the UPS tracking number shows TM created a shipping ticket but has never s(piped it. The first (expert) told me it was on back order, the 8 I've spoken to since claim it's in shipment and I can not get a refund until I receive and return.  So I'm don't with T-Mobile once this issue is resolved going back to Verizon much better service and no dropped calls.