I just got a new response from support. They told me they'll notify the shipping team so that they can start investigating what the hold up is with my package. Though they still did say it was likely just a missed scan at pickup, so I'm not sure if I should be hopeful or not at this point.
I'll see if anything comes from it over the next couple of days. 3 full weeks with no updates warranted them flagging my situation at least.
