Was this order a warranty replacement, or an insurance claim for a replacement? If so, those are processed as a "CLN" (certified like new) order and you would get a refurbished phone of the same kind as the one being replaced.
However, if you were ordering a completely new phone, then it should have been a new phone. Unless the make/model you want is several years old and maybe there is no more new stock, don't know why you would get a refurbished one. If there is damage to the screen or evidence otherwise indicating the phone isn't new or maybe got damaged in transit, would return it because a store employee could've messed up your order by inputting it wrong.
