Need to help ASAP with redirecting phone delivery

My phone is scheduled to be delivered today. I ordered a new one because my old one is broken and will not charge, so it is dead and cannot call tmobile. I have to work on-site during the day and can’t be home to accept the delivery. I need to have the phone delivered to a UPS store that is nearby. However, tmobile put a restriction so that I can’t redirect the package. Why did tmobile do this? I should be able to redirect the package if it makes it easier for me to pick up. I need help redirecting the package so that it does not get sent back. Otherwise, I will be longer without a phone. I feel like I’m in a vicious cycle and tmobile doesn’t have a chat feature so that I can resolve the issue online while logged into my tmobile account