Did you opt-in to confirm your pre-order on our store by Feb 28^th?  When we changed the release date for FINAL FANTASY VII REMAKE from March 3 to April 10, we were required by the FTC to send all pre-order customers an email and have you consent to the delay.  If you did not consent to the delay by February 28, unfortunately your order was cancelled, and you should have received a full refund. Please revisit our online store to purchase. If you did opt-in by Feb 28^th and have not received your package: Please contact the Square Enix Store Support team.

US:

https://pep-sqex-us.zendesk.com/hc/en-us/requests/new