Ecom Express — Product delivery and behaviour

Dear Team,
I ordered a product via your ecom express service.
Today it was to be delivered.
I got the call and i was told that they dont deliver the courier to you...i have to go and pick the parcel.

Address me with the policies of your company on this issue.if required i can share the courier details and the call record of the same.

Regards,
Prince phutela