I ordered an H2O on 12/8 from Kobo. There was only the option for free shipping and I started to worry that it wouldn't arrive before we were to go out of town. So I sent an email to
help@kobobooks.com. I hadn't received a response by the next day so I first posted to their KoboHelp Twitter account, then I tried calling. The call wasn't helpful at all, and it ended with the guy telling me it "should" arrive in time. However, I got a tweet shortly after that and we sent several DM's back and forth. After I had given them all the info they needed, I didn't hear from them again that day, but by the next morning I had a response to the help@kobobooks email telling me my order had shipped and providing me with a tracking number. I received it on 12/11 and it's great!
I would definitely recommend trying the Twitter account if you need help. In fact, once we get back after Christmas I'm going to see if I can get help for the Glo that just quit working for no reason (the impetus for ordering the H2O). I still haven't gotten a response from sending a help message through Kobo's website about that, and I sent that two days before I ordered the H2O.