Turbotax likely didn't tell you that because it does get your refund. if you ask for fees to be taken out, your refund is first sent to a third-party bank to split the refund between you and Turbotax. that bank then sends the refund on to be direct deposited into the account you specified on the return. if there's something wrong then the bank refuses the deposit and sends it back to the IRS to send you a paper check to the address on the return.
if you didn't request fees to be taken out, it's basically the same procedure except there is no third-party bank.
so how long ago did you file? it can take months to get that paper check.