If a Rewards Store item is returned because of a customer-related delivery issue—such as an incorrect or incomplete address, failure to collect the parcel or refusal of delivery—the existing Rewards policy states that the redeemed points are not refunded and the item is not automatically sent again.
Before confirming a redemption
- Check the recipient’s full name, phone number and delivery address.
- Include apartment, unit, building and postal-code details where required.
- Use an address where someone can receive or collect the parcel.
- Check email and phone messages from the courier after dispatch.
- Contact the courier promptly if delivery instructions need clarification.
If tracking shows a return
- Save a screenshot of the tracking status.
- Confirm the address entered with the redemption.
- Contact the courier if the parcel has not yet completed its return journey.
- Contact RockGlobal Support with the redemption reference, item, tracking number and reason shown by the courier.
If the issue was not caused by you
If the parcel was damaged, misrouted, returned despite a correct address or affected by another carrier issue, contact Support promptly with photographs and courier evidence. RockGlobal will review the circumstances under the Rewards terms and any applicable requirements.
Do not create a second redemption until the first shipment’s status has been confirmed.