Samsung sent me this email after I never got my s20 ultra from UPS.
We here at Samsung take your experience seriously. Samsung remains committed to providing the best customer service possible and would like to extend our deepest apologies for any inconvenience to you throughout the process.
UPS have approved a claim for your device. The Exchange and Refund Department will contact you to discuss an accommodation. They will request that you confirm your mailing address and if needed, upload the bill of sale in PDF form. Again, our deepest apologies for any inconvenience to you throughout the process.