Under the existing Rewards Store guidance, an approved redemption is normally dispatched within 15 business days. This period begins after the redemption has passed the required approval and verification checks.
How the process works
- You submit the reward redemption in the client portal.
- RockGlobal checks the points balance, eligibility, item availability and delivery details.
- The redemption is approved.
- The item is prepared and handed to the delivery provider.
- Tracking information is sent after dispatch when available.
Why dispatch may take longer
- The delivery address or recipient details require confirmation.
- The item is temporarily unavailable.
- Public holidays affect warehouse or courier operations.
- Additional eligibility or security checks are required.
- The destination has special shipping or customs requirements.
Check the status
Open the Rewards Store or redemption history in the client portal. Also check the inbox and spam folder for your registered email address.
Contact Support
If more than 15 business days have passed since approval and no dispatch update is available, contact RockGlobal Support with the redemption reference, item name, approval date and confirmed delivery country. Do not send your password.
The current Rewards terms and the status shown for the specific redemption take precedence if they provide a different timeframe.