Yes, You have to call or chat. Confirmation email is so important. Unfortunately, you are not in queue until you don't get it.
I ordered iPhone X 256SG on 27th oct
Received confirmation on 8th Nov
Received my handset on 28th Nov
Hey @Thunguyen, sorry to hear you haven't been updated. Where did you place your order (phone, website, store)?
Feel free to send me your full name and DOB in a private message with so I can check up on it for you. If you have any reference numbers, please send this through too.