How do I track my order?
When an order is placed it will show as 'pending' until it is shipped where the status will be updated to 'dispatched'. Once shipped any tracking numbers available from the supplier at the time of dispatch will be displayed on your account next to the order number along with a link to the courier website.
Do points have a monetary value?
No - points do not have a monetary value. The number of points required for a reward varies depending on a number of factors relating to the set up of each individual campaign.
Can I buy additional points?
No – you are unable to buy additional points for reward orders. Only points awarded through the scheme can be used towards rewards and no additional payment can be taken.
Am I able to add any additional information when placing my order?
Yes – when placing the order you can enter additional information such as delivery information or personalisation in the extra text box provided on the order page.
How long does it take to deliver my order?
Delivery times will vary depending on the item ordered however we advise you to allow up to 10 working days for dispatch of your order.
My rewards have not arrived?
Please feel free to contact us with your order number if your reward has not been dispatched after 10 working days of placing the order.
I have forgotten my log in details.
Please follow the Forgotten Password instructions to receive an email to reset your password. If you continue to have difficulties accessing the site, please contact us with your full name and reference Pulse Points in the email.
What if my reward is faulty?
Please email contact us with the details and we will contact the supplier to resolve this for you as soon as possible.
Will I have to sign for my reward?
Generally rewards will need to be signed for – particularly if they are high value or large items. Please enter a delivery address where someone will be available to sign for a reward – this can either be a work or residential address for yourself or a family member.
What if I am unavailable to sign for a reward?
If for any reason you miss the delivery of a reward that requires a signature, you will be contacted by the courier with details on how to re-arrange delivery or collect the item.
Can I change my delivery address?
Yes you can change your delivery address providing your order hasn’t yet been dispatched. Please contact us with the order number and the new delivery address required. Please contact us as soon as possible after the order is placed to avoid disappointment.
Can I cancel my order?
Yes you can cancel your order within 24 hours of placing it providing it hasn’t yet been dispatched. Please contact us with the order reference as soon as possible after you have placed the order.
We aim to respond to all queries within 48 hours.
Please be advised that our office hours are Monday to Friday 9am – 5pm excluding Bank Holidays.
We thank you for your patience.
