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5 days is pretty much max. I know some sellers on eBay use smart post which can take a like a week
So the OP is correct, if standard delivery is a max of 5 days on average, then they need to take a look at the upgrade service, the upgrade should not overlap the free service, it should beat it every time, or withdraw that service.
The rep from MD stating they did well with a 3 day delivery needs to rethink what they were so proud off, if the free service would have delivered the same experience they took an extra payment from the customer for.