Thats is obvious. The "we will send them the first chance we get" implies it might be multiple days of a holdup. Hence the question.
Only time I can remember a problem like this, is when the keys weren't paid for. And I have been with steam since it's been a thing and have been gaming 30+ years. And no I am not saying this is the case. Just highly unusual.
For the refund u can ask here https://www.eternalcrusade.com/contact I got mine earlier today I asked yesterday night. they replied really fast and were very polite (I was too fyi^^).