I had a similar problem last year with my tickets... first they cancelled the order multiple times, then the transaction finally went through, and I waited and waited for the tickets and they never came. To make matters worse they never responded to emails either. Well actually, they did, but the few times they did it was as if they never received the email before it. Eventually they ended up cancelling my order again, and they said they would "hold" my ticket for me at Wacken and I could just pay there, and that they didn't want to ship overseas (I learned this from my German friend, who was also emailing them on my behalf.) It worked out in the end, but it was really frustrating for several months.
This year however, I got them in the mail no problem
This year however, I got them in the mail no problem