Apple's US webpage Shipping & Pickup - Shopping Help - Apple has information on order collection by another person:
Once you're ready to purchase, select Pick up at Checkout. If you would like to change the pickup location, select Change location, then Continue. Items marked Available Today will usually be ready for pickup within an hour. We’ll send you a pickup notification email when your order is ready to be picked up. In some instances, you may also be able to select a window of time to pick up your order at an Apple Store. This Check-In Window will ensure that your order is available shortly after you arrive. Just check in with a Specialist when you get to the store. If you’re unable to come in during this time window, you can pick up your order afterward, but wait times may vary.
You'll receive a notification email when your item is available to pick up. Please wait for this email before coming to the store.
If you would like someone else to pick up your items, select Someone else will pick up these items. To pick up your items in an Apple Store, you will need to bring the order number and a valid government-issued photo ID. If you have designated an alternative pickup contact, they will need to bring the order number and a valid government-issued photo ID.
You mention that you are not in the US. You will most likely have to buy the item in the US Apple Online store for collection in the US. Make sure that your card can be used in this transaction. See Payment, Financing, Refunds and VAT - Shopping Help - Apple
To answer your other question, see Contact Apple for support and service - Apple Support for a list of Apple Support phone numbers by region.
