Use this TurboTax support FAQ to check your orders and payments - http://turbotax.intuit.com/commerce/orderstatus/orderstatus.jsp

If the website indicates that the CD has been ordered and paid for, then you will need to contact TurboTax support and speak directly with a support agent to either get a replacement CD shipped or to have the 2016 desktop installation file pushed to your download account.

Note - If you are an Advantage subscriber, a free desktop installation file was placed in your download account.  Just sign onto the download account with your Advantage user ID and password - https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download

See this TurboTax support FAQ for a contact link and hours of operation - https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

To contact TurboTax customer service/support use their contact website during business hours. 

Submit your question/problem during business hours and then use the option for Call (a phone number will be provided for Call) to speak directly with a TurboTax agent -

https://support.turbotax.intuit.com/contact/ 

Note:  The Call option will not be available when TurboTax Support is closed.