How to Claim Your Physical Reward

Step 1 – Claim Your Reward

After successfully passing your certification exam, you can request your complimentary physical reward directly from your course homepage.

Once you've passed your certification, you'll see an option on your course homepage to claim your physical reward.

To submit your request:
• Open your certification homepage
• Select the reward claim option
• Enter your shipping details carefully
• Submit your request

Once submitted, the reward status will update to “Processed”

Updating Your Shipping Address

If you need to change your shipping address after submitting your reward request, please contact Support as soon as possible.

To help the team process the change quickly, include:
• Your original shipping address
• Your updated shipping address
• Your phone number including country code

Please raise a support ticket and provide the new address in the following format:

Full Address Line 1: (street/building number)
Full Address Line 2: (apartment, block etc)
Country:
City:
State/Province:
Zip Code:​ 
Phone Number (include country code):
📌 Example: +44 7123 456789 for the UK, or +1 555 123 4567 for the US

Important:

• Address changes can only be made before the package is dispatched

• Once shipped, the delivery address can no longer be changed

• Returned packages may require an additional 30£ re-delivery fee

• Shipping information is used only for postage purposes and securely removed after dispatch

You can read the our full shipping policy here.

Step 2 – Packaging Phase

If your reward status shows “Packaging”, your reward is currently being prepared and queued for dispatch.

📦 Important: The packaging and preparation stage may take approximately 2–4 months depending on shipping volume and operational demand.

Step 3 – Dispatch & Tracking

Once your package has been dispatched, you'll receive an email containing:

• A dispatch confirmation
• Tracking information where available

⚠️ Please note: we are unable to expedite parcels. 

Step 4 – After Dispatch

Once your reward has been dispatched, delivery times may vary depending on your location and local courier services.

UK deliveries are usually faster, while international shipments may take longer due to:

• Customs processing

• Local courier handovers

• Regional postal delays

Important:
Tracking updates may become limited after the parcel leaves the UK, particularly for international deliveries.

If your reward has not arrived within the expected timeframe, please contact Support and the team will investigate the shipment for you.

 

Shipping & Tracking Information

Physical rewards are currently shipped using Royal Mail.

For some international deliveries:

• Tracking may stop updating after the parcel leaves the UK

• Tracking visibility depends on the local courier in your country

• Customs processing and local handovers may affect delivery times

• More details here: Tracking Delivery Sent Outside UK

Important:
For some international destinations, tracking on the Royal Mail website may stop updating once the parcel leaves the UK. This is a known limitation and does not necessarily mean your parcel has stopped moving. Once it arrives in your country, it is typically handed over to your local postal service for final delivery, which may provide additional tracking updates.

If your reward has not arrived after the estimated timeframe, please contact Support for assistance.

What to Expect During Delivery

Once the parcel arrives in your country, it is handed over to your local postal service for final delivery. At this point, tracking updates from Royal Mail may stop, and delivery tracking will continue through your national postal provider instead.

Important:

• Couriers do not guarantee phone calls or notifications before delivery
• Delivery attempts, cards, or collection notices are not guaranteed by couriers
• Continue monitoring your tracking information and ensure someone is available on the expected delivery date

If you have specific delivery instructions (a safe place, a preferred time), contact your local postal service directly once the parcel is in their hands.

What Affects Delivery Times?

Physical reward delivery times are influenced by several factors, including:

• Exam completion volume

• Packaging queue size

• Courier and postal delays

• Customs processing, Physical Reward Customs, Duties & Shipping Information

• International shipping logistics

Most rewards arrive within approximately 2–4 months from the original request date.

Claiming Your Reward

You can claim your certification physical reward at any time after earning it. Once claimed, your parcel enters the shipping process.

Investigating Undelivered Parcels

If your parcel doesn't arrive, you have a 3-month window from the dispatch date to report it to us. This gives us time to investigate with the courier while their tracking records are still accessible.

Important:

• Report undelivered parcels within 3 months of dispatch for investigation
• Claims reported after 3 months cannot be investigated, as courier records are typically purged

Re-delivery After the Claim Window

If your parcel is undelivered and you report it after the 3-month window, you can request a re-shipment for a re-delivery fee of £30.

To arrange a re-delivery, raise a support ticket and include your original order reference and current delivery address.

Still need help?

Submit a support ticket and our team will be happy to help.