Package not moving

I created the shipment on the evening of 02/12/2025 ,and dropped it off at Checkers in Heidelberg mall on 03/12/2025. The parcel hasn't moved yet and I have a reference number for this. The recipient needs this for Friday and failure to deliver will make me lose money, because I'll be forced to refund them. I'm told this is being investigated, but time is moving.