Need neighborly advice pleasee

So I have this ex-neighbor who used to live across the street. She and her husband moved about 9 months ago. She got a subscription service (beauty box? Posh box?) She said it was from her sister for Christmas but it went to the wrong house. It started last month and it went to the house across the street. Bow the family that is there is a 9 person, multi-generational latino family. My husband is from a Latin American country so we usually communicate when he is home to help translate.. my Spanish is conversationally okay but some things get lost.. he has been working 10-12 hour days through work layoffs so he hasn't been home during the day. I was able to get the subscription box through the only English speaking tenant there last month but she is also working.

My friend sent her subscription box there again by Accident and is asking me to go get it for her. I tried getting it twice but the first time no one was home and the second time only the grandparents were home and didn't understand what I was trying to say. My ex-neighbor lives 45 minutes away but is moody I haven't been able to retrieve it even though I have a pretty full schedule (even as a SAHM.. it's not like i dont sit at home every day)..

Is she right to be upset or should she just either get them to send a new box to her right address or get it herself?