My friend recieved purchased Silver but not Pionner pack...

Hello,
My friend just purchased some Silver (which appeared immediately at the banker in town) and a Pioneer pack (which is not to be found at the post office in town). Is there a long delay for items? Where can he bug report the missing package?
My friend just purchased some Silver (which appeared immediately at the banker in town) and a Pioneer pack (which is not to be found at the post office in town). Is there a long delay for items? Where can he bug report the missing package?