SF Express hasn't arrived for ten days. Is there a charge when the freight arrives?

SF Express has not arrived for ten days, and the freight is still being collected. The company uses SF Express to transport goods from Xi 'an, Shaanxi Province to Dingbian County, Shaanxi Province. As a result, the goods were stranded in Yan Liang, Xi 'an transit warehouse for five days due to the epidemic, and SF did not inform the sender. After we contacted, we went to the transit warehouse to retrieve the goods ourselves. As a result, SF's bill still charged me 375 yuan for freight, and it was not exempted. The reason given by SF is that the goods have been sent out, which will cause expenses and cannot be reduced. But the goods have never been sent out of Xi, which is caused by objective reasons. We were forced to take back the goods ourselves. However, SF customer service ignored it. This overlord clause is extremely unreasonable. We are monthly customers, and I'd like to waive the freight on this bill. Therefore, SF Express has not arrived for ten days, and the freight will be charged.