How long till ATT sends email to pick up the device at store after carrier delivers?

[blnwp]

All, my black 920 bricked on the 2nd day and so went to the ATT store and swapped it for a new device. As there was no device at the store, it was ordered online by them and set to deliver to the store so that I can pick it up. I received email from ATT once the phone shipped along with the tracking number. I was following up every day in usps.com and it was finally delivered to the store on ATT last week but didn't receive any email from ATT to pick it up. So went to the store yesterday to check whether they've received it and they plainly said that unless I get an email from ATT for me to pick it up, the phone is not ready for pick up. I'm yet to get the email from ATT and it's 5 days since it was delivered by USPS. Is this normal? Can anyone who has previous experience with store pickups help me?