New Device Never Delivered

Hi, ordered my daughter an iPhone 14 pro max for her birthday on the January 4th. The device was supposed to be delivered on the January 6th, but the only thing that was delivered was a box containing instructions on how to send in my device trade in. The online tracking for the phone has said a delivery date would be updated soon showing the phone had never even shipped, until i talk to an agent. UPS is saying they delivered the phone but still no sign of it. Today after speaking with a representative I was told I have to wait at least a week and for it to be investigated before I can reorder the device. My daughter birthday is on the 14th how is it a birthday gift if I have wait a week from January 9 and then another few days for it show up. 

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