Order stuck in limbo... processing for a week with no confirmation

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I've never actually ordered directly online through Verizon, usually bought phones in a store.

This time I ordered a 64GB Galaxy Note 5 on the 20th - it has been a week and it has been stuck in processing since then. I haven't received an email confirmation or any notification other than being able to see that it is in processing, and if I go the "upgrade" page, it indicates that I ordered a new device.

Is this typical of preorders? I would understand if the phone wasn't in stock, but I haven't received any message indicating that it is backordered, or anything else.

Thanks!

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