Sorry to hear that. Could you Please create a support ticket our support site? A specialist for the Store would be able to investigate further and in more detail than I am able to via forums.
The teddy bear is PC pre-orders through the Ubisoft store only. Yes, that's as dumb as you think it could be, especially since it's literally the icon they use for backpack trophies, yet 95% of the players will never be able to get one...