If it's just a SIM you're expecting, I believe Telus sends it by Canada Post Lettermail. It may have already been processed, but since there's no tracking number you won't see anything on the website until it arrives.
A couple of years ago I lost my phone and requested Telus send me a new sim so I could put it in a phone I bought locally. I am a business owner/customer and my phone is very important to my work. After waiting a week I called customer service back. They had no record of my order and no sim was ever sent. I ended up wasting 1/2 a day and driving to a nearby city to pick up a sim from a Telus store. I was very frustrated. The people at the Telus store were very good. I would say you are almost better to spend time driving to a store than dealing with the call center!