I have been trying to return a faulty item I purch...

I have been trying to return a faulty item I purchased at the Google Store and when I eventually figured out how to do this, I wasn't sent confirmation which meant the courier couldn't take it. All the telephone contacts state that due to COVID there is no one available to take calls. It's a technology business and they can't answer a phone??? So now I can't re-return the faulty item because it's been registered as already for return. Please help!