If you ordered this off the Square-Enix website store, which I'm guessing you did, then SE does not oversee your order or shipping. They outsource it to a third party called Digital River. You can contact Digital River customer support at 1-800-598-7450. Have your order number ready when you call, you are going to have to enter it with your phone and then confirm it verbally again with the operator who takes your call. The operator will confirm your order and payment, and then escalate it for an investigation to have someone check it. When I called, they told me to watch my e-mail and I received a notification that my order had been shipped later that evening.