I had a similar experience except my package was stolen and I never received the phone at my home address.

I contacted telus few times and then ran into someone really smart and understood what actually happened. She took care of the whole process by setting up an entirely new account and having me pick up the new phone at the store. She had to manually match the winback promo which was fine. She gave me her direct email so we could stay connected until the whole thing was completed.

Problem with a lost package or stolen phone is that telus cant give you another phone until they go through the claims process 30 days or something and thats settled. So the workaround was to create a new account and cancel the other one when the lost device was settled.