Shipping Help?

So, I ordered the Bee hoodie and Bee beanie about two weeks or so ago. I got it for my friend who lives in a different state than me. I entered her address into the shipping location (obv. my billing address is different)- and everything seemed fine. However, when the package got to her state and her local post office- I got an update saying that there was a forwarding address on the package. I didn't leave any such request, nor does she have a forward address in general. I tried to contact her post office about 30 times by phone but never got an answer. A few days ago, I got another update saying the package was being returned to sender. One question is... is the sender the original address back in Australia (CoolShirtz?) and two- how long does it usually take their support team to reach out? I made a ticket with them a few days ago when I first figured out the package was getting sent back. I guess I'm wondering if anyone else has had a similar experience and how they dealt with it?