When can I expect the package to mail my device for repair?

A week ago, I reported a damaged screen on my iPhone to my cell phone carrier (T-Mobile) which is covered/insured. The T-Mobile automation determined my phone was, alternatively, still covered under Apple Care which would (a) be more affordable and (b) be a better option to have the screen repaired, but I live in a rural area of the Midwest so there are no Apple stores/physical locations to bring my device in. The website took my $30 payment and alerted that a package with instructions would be sent to my address. I have not received the package and am still sitting here with a busted phone a week later with no sign of a change in the status of this "repair" anytime soon. Please help.....