In the case you have any questions regarding your Tales of Arise Collector's Edition, we recommend reaching out to the Bandai Namco Online Store support team through the following link:

https://bandai-us.zendesk.com/hc/en-us/requests/new

This service works separately from the Bandai Namco Online Store and we do not have the ability to look into orders made on the Bandai Namco Online Store.