Hi Angelo, I am not sure why the sales staff has not responded to your inquiry yet, however, I have checked on your order status and your copy of Elemental has indeed shipped. And, since the shipment is overseas it may take a little time to get there.
If you had the beta installed, try uninstalling and re-installing Elmental. And before re-installing make sure that you have cleared out any traces of Elemental that may have been left behind in the %ProgramData% or MyGames folders.
Yes, all pre-orders have been charged. If your charge was successful you should now have access to install Elemental via Impulse. If your charge failed you should have received an email notifying you. Reaper, I checked your account and indeed your charge has completed and you should have access to Elemental. If anyone has any questions about their pre-order please write to [email protected].