Frequently asked questions
Points & Awards:
Q. Can I redeem my points at any time?
A. You may redeem your points at any time – either save up or spend them as you get them – it’s your choice!
Q. How do I redeem my awards?
A. Select items from the rewards mall and add them to the shopping cart. When you are ready to redeem, click on the shopping cart symbol, select “Checkout,” and follow the simple checkout process. We will process your order immediately, and send you a confirmation email.
Gift Cards:
Q. How are my gift cards shipped?
A. Plastic gift card orders containing 13 or more gift cards are sent via ground shipping. Someone must be available to accept the shipment. Plastic gift card orders of 12 or less cards are sent via first class mail.
Q. What can I do if my gift cards are lost or stolen?
A. Contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday-Friday. They will be able to inform you if your gift cards can be replaced.
Q. Can I cancel my Gift Card order after the order has been placed?
A. Once a Plastic Gift Card order has been placed, it cannot be cancelled. All orders are considered final.
eGift Cards:
Q. How quickly will I get my card?
A. eGift Cards are typically delivered within 4 hours of order confirmation.
*** Company Store and International e-Gift Card Orders may take up to 3 business days for delivery.
Q. What will I receive after I purchase an eGift Card?
A. You will receive an email that contains a link to your eGift Card. When you receive this email, click the link to view the eGift Card. You will need to enter the code from your email to receive your eGift Card. If you do not receive your eGift card, please check your spam or junk folder for the email.
Q. What happens if an eGift Card is out of stock?
A. Very rarely, an eGift Card may be temporarily out of stock. If this is the case, a message will pop up in your shopping cart indicating an Out of Stock. You will need to remove this item from your cart before completing your order. Typically out of stock situations are resolved within 48 hours.
Q. How do I use my eGift Card?
A. You can either print the eGift Card from your computer or, in some cases, you can use it directly from your mobile device. Please contact the merchant to verify if your eGift Card can be redeemed using your mobile device. You may also use your eGift Card online during the check out process by entering your eGift Card number and PIN Code (where applicable).
Q. Can I use my eGift Card in store locations?
A. Yes, unless explicitly stated, all eGift Cards work at both store locations and online.
Q. What if my eGift card is lost or stolen?
A. If your eGift Card was lost or stolen, please contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday-Friday.
Q. Can I let someone else use my eGift Card?
A. Yes, simply have the card sent directly to the recipient’s email at the time of purchase, or you can forward the eGift Card to them after you send it to yourself. Additionally, you can print the eGift Card and hand it to the recipient.
Q. Do I need a special printer or is color printing required?
A. No. Any standard printer, color or black and white, is acceptable.
Q. Do eGift Cards expire?
A. Most national merchants do not have an expiration date for their gift card programs. However, each merchant may have different terms and conditions. Please review those terms prior to making your selection.
Q. Can I cancel my eGift Card order after the order has been placed?
A. Once an eGift Card order has been placed, it cannot be cancelled. All orders are considered final.
Shipping:
Q. Do the awards include shipping?
A. Yes. All of our awards include the cost of delivery to your location via common carrier. Be sure to include your company's business name if you're shipping to your office address.
Q. How long will it take to receive my order?
A. Most rewards will be delivered within 1 to 3 weeks. If more than one item is ordered, you may receive multiple shipments and separate shipping confirmation emails for each shipment.
Q. What do I do if the award is delivered damaged or defective?
A. Contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday-Friday. Defective merchandise will be picked up and promptly replaced at no additional cost (provided that notice is received within 30 days of delivery). Please note that large electronics, such as TVs should be inspected immediately upon receipt. If damaged, it needs to be reported within 3 business days to award headquarters to be eligible to be returned.
Q. Can I return a merchandise item that is not damaged or defective?
A. Contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday – Friday. A representative will be able to inform you if your item can or cannot be returned and if any additional shipping/restocking fees apply. Large items delivered by LTL Freight Services that arrive damaged or are the wrong item should be refused at the time of delivery as these products cannot be returned once the delivery has been completed. Products cannot be shipped once fuel/and or oil has been added.
Q. What if my merchandise shipment is sent freight collect due to carrier oversight and I have to pay for it?
A. Contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday-Friday, and you will be reimbursed for the shipping charges within 30 days of receipt of proof of payment.
Q. Where do you ship to?
A. We ship internationally and to the contiguous United States only: this excludes Hawaii, Puerto Rico and Alaska. Please note for international orders, we do not ship outside your native country.
General Questions:
Q. What if I have questions about the awards?
A. You can contact Award Headquarters at 1-800-433-7712 between 9:00 a.m. and 5:00 p.m. ET, Monday-Friday or email your request for additional information [email protected].
Q. Is my information secure online?
A. Yes, your information is guarded by Verisign. Verisign is used by most major online stores.
Q. How can I change my personal information?
A. Click on "My Account" in the menu at the top of your screen to edit your personal information .
