sim order not received yet

Good morning,

I have order a contract SIM card online since 9 days ago and still haven’t received. I really need connection on my phone, is there a way to cancel the online order and just get this SIM card in the shop? Or get a e-sim sent to my email instead of waiting for this SIM card get to my home? My name was not in the postbox so it might be that postman just refused to leave the letter (I am new in Germany!) I have tried to call the customer service numbers but I can’t understand nothing at all as I don’t understand German. I have tried to use the WhatsApp channel but it keeps trying to take me to myO2 account which I don’t have because I haven’t received the SIM card. Please help!