MAC is shifting blame

I place an order with MAC on the 25/1/2019 and since then I have not received any form of communication from MAC regarding my order. I phone the customer service ********** 013 to find out when I will be receiving my order. The consultant told me that it will take 5-7 days for MAC to hand over my order to the courier service company and thereafter, it is on the courier company discretion to decide when they will deliver my order. I did not order from a courier company . What is MAC policy regarding the turn around time for deliveries ? Since, she could not tell me.