Indeed, such request should be taken directly to the support.
As indicated in your screenshot, you made a payment as an eCheck, and it takes a few more days for the payment to complete. Then, you should receive your item.
At the moment, for our system, your purchase is not completed yet.
You should automatically receive an email with your redeem code when the transaction is completed.
If not, do send a message to the support with your transaction ID number.