Game not shipped yet

I'm not sure if this is the right area to post, but it's the closest that looks like it fits. I pre-ordered the physical collectors edition for PC along with a pre-order for Kingdom Hearts. It read that I will receive them separately when each becomes available. But when I checked my order it shows they are both being shipped after KH is released. I have put in a ticket and tried live chat about this and both yielded no response. The live chat I started out in position 39 and was in the queue for two and a half hours (one hour actually cut into my class time) and finally hit position 1 for about ten minutes then got a message saying that all representatives were busy and live chat was closed. I ordered the game with everything pointing to me having the game in hand for release, this is now not the case. Once early access is done I will not be able to play for roughly two weeks because I don't have my actual game code. If I would have known this would have been such a hassle with ordering two pre-orders at once to get each upon release I would have made two orders. But now I'm stuck with no game in hand to be able to play after early access is up. I know I read through everything to make sure I was able to get both upon each release not both after the furthest release.