Welcome to the Community and thanks for your post!
I'm sorry that you're unable to claim for the rewards that were included in the package you had ordered. This isn't something the Community is going to be able to help with. We'll need to pick it up from here. We are extremely busy at the moment and we will get to your case as soon as we possibly can.
I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages