UPS Delayed Children's Holiday Book Set Order

I ordered a set of holiday books for my children. While one package arrived, the other has been sitting idle for days. When I called this morning, they said they were creating a request and asked for the package content details. When I called again in the evening, they instructed me to email the content details to a specific address. There was no follow-up throughout the day, and if I hadn’t called, I wouldn’t have known to send the email or where to send it. They also said they don’t have a follow-up system, so I have to call for updates. When I suggested contacting the branch, they claimed they don’t communicate with the branches. I’ve been waiting for this package for 5 days, and my 18 students are expecting their holiday sets on report card day. It won’t arrive in time, causing me great embarrassment. I expect the package to be delivered as quickly as possible by tomorrow evening at the latest.