First check to see if there is an issue why the order has not shipped and try to resolve it with the pharmacy.

Here is an example of what you can reply to a customer:

The way our system works is that the label is created right after the prescription is sent to the pharmacy, but the pharmacy still needs time to fill the prescription. After the prescription is written, it can take up to 5 - 7 business days for your prescription to ship (via 2-day shipping). However, we are currently seeing orders ship much quicker than that. I can see why this would be confusing, but hopefully this clarifies things.