I'm waiting for over 2 hours for my package to be found and I was told it could possibly take the whole day!

My package arrived and I called to arrange for a pick up. I was told they will contact me back once they found my package. 2 hours later called again they still haven't found the package,they also can't confirm that it will be found today?!. Seriously how can finding a package take the whole day?! Especially if it just arrived. The consultants and the help center chat also not helpful!