[Mo2999]

I did that, and got this even more confusing response:

"Thank you for confirming, that is really important for us to understand the situation and find the best solution for you.

I regret to inform that this was with UPS directly and they should deliver back to you accordingly and in time.

I will then proceed with a refund process for you."

They said “deliver back to you” does that mean they are going to give you another oculus? I don’t know It is not your responsibility as a customer to deal with this.
Defo ask @mothered for advice on how to move on from here because it is unacceptable that you have to do it
I haven’t heard back from my investigation with EB but will also update.

I received a refund from Meta on Paypal right now. I didn't have to do anything else. I think their emails were confusing cause the rep's first language isn't English.

Like someone else previously said, it's been processed as a RMA, not a lost order.

Congrats on your successful SE slightly strange but it works well done.