So did you book the cruise yourself, online or over the phone? You really should not have a problem getting help now over the phone. I have had to call back when there is a language barrier. Don't be afraid to tell them you don't understand them and want to call back. I am from Nebraska and had the medallions shipped to me. BUT it took twelve days from the email saying they were shipped to the day I got them . That sounds normal. My guess is the phone representative was trying to tell you that they can't ship them because of time restraints, After personally seeing how long it took to ship them, I think at this point, I would pick them up at the port.
I did everything either on the laptop or over the phone. I do have both apps loaded for on board. Are you able to print out all your travel documents and luggage tags, and everything needed to board. Don't forget passports and I.D. Double check to read up on everything needed to board. Very exciting for your first ever cruise.