It happened to me before, seemed my CC card had been replaced since ordering the game and so when they charged I lost my pre-order, I tried talking to them but it's pointless - takes forever and it's like they don't care...I suggest people email the ceo of game (some googling will help you), but I'm beginning to think there's a big shortage of ellie edition
I will see if I can get any joy from game myself and if I can help I will ask for order nos.
edit - email sent and it hasn't returned so fingers crossed...