These problems do occur unfortunately - especially when the delivery point is a little out of the way.
Novatech, in common with most suppliers, are in the hands of the delivery contractors.
It would appear that Novatech are being as helpful as possible - especially as they are refunding £5.00 of the delivery charge. The blame therefore rest's entirely with UPS not Novatech. These are the people you should be annoyed with.
Hope you get your printer shortly, in the meantime 'take a deep breath' and relax!