Frequently asked questions
Points & Awards:
Q. Can I redeem my points at any time?
Q. How do I redeem my awards?
Gift Cards:
Q. Can I cancel my Gift Card order after the order has been placed?
Q. How are my plastic gift cards shipped?
A. Plastic gift card orders containing 9 or more gift cards are sent via FedEx and a signature is required. Someone must be available for signature to accept the shipment. Plastic gift card orders of 8 or less cards are sent via first class mail.
Q. How quickly will I get my virtual gift card?
A. Virtual gift card orders are sent within 30 minutes of an order. However, internet providers and other issues can cause delays. Typically, all virtual gift cards are received within four hours from the time you place your order.
Q. What will I receive after I purchase a virtual gift card?
A. You will receive an email that contains a link to your virtual gift card. When you receive this email, click the link to view the virtual gift card. You will need to enter the code from your email to receive your virtual gift card. If you do not receive your virtual gift card, please check your spam or junk folder for the email.
Q. How do I use my virtual gift card?
A. You can either print the virtual gift 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 virtual gift card can be redeemed using your mobile device. You may also use your virtual gift card online during the checkout process by entering your virtual gift card number and PIN Code (where applicable).
Q. Can I use my virtual gift card in store locations?
A. Yes, unless explicitly stated, all virtual gift cards work at both store locations and online. Please refer to merchant terms and conditions.
Q. What if my virtual gift card is lost or stolen?
A. If your virtual gift 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. They will be able to inform you if your gift cards can be resent or replaced.
Q. What can I do if my physical 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. 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 gift cards expire?
A. Please refer to merchant terms and conditions.
Merchandise:
Q. Do the awards include shipping?
A. Yes. All our awards include any applicable shipping charges. Be sure to include your company's business name if you're shipping it to your office address. P.O. Box addresses are not accepted.
Q. Where do you ship to?
A. For the US catalog, we ship to the contiguous United States only: this excludes Hawaii, Puerto Rico and Alaska. For International catalogs and orders, we do not ship outside your native country.
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.
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.
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. We protect our platform and customer data through a layered security approach that secures information while it is transmitted, stored, and accessed. This includes industry-standard encryption for all data in transit, encryption of sensitive data at rest, and strong access controls that ensure only authorized users can access the system using secure authentication and multi-factor verification.
