FAQ

By entering a valid email address while entering shipping information, you will receive an email within 24 hours confirming your selection. Please view the shipping address to verify that all information is correct. If any of this information needs to be changed or if you entered your email address and did not receive this email, please contact Award HQ at 1-800-330-7800 Monday – Friday 8:00 AM – 8:00 PM Eastern Standard Time.

Substitutions

All rewards are available while quantities last. Product specifications are subject to change without notice and all program orders are subject to availability. You will be notified if an item you ordered is not available and when it will become available.

Occasionally, a manufacturer's unforeseen product shortages, acts of nature or technical advancement may necessitate the shipment of updated or like product at no additional cost. We reserve the right to substitute items of equal or greater value. We will ship the model pictured or the most current comparable model available (we are not responsible for typographical errors and images may be representative of the item with slight variations). Model numbers may be unique to this site and may not match manufacturer's model numbers or those found on other retail websites or locations.

Typographical Errors

In the event a product is listed at an incorrect point value due to typographical error or error in pricing information received from our suppliers, Award HQ shall have the right to refuse or cancel any pending or confirmed orders placed for product listed at the incorrect price. If your account has already been charged for this redemption and your order is canceled, Award HQ shall immediately issue a credit to your account (or re-issue vouchers) in the amount of the incorrect point value.

Unless otherwise specified,the shipping address provided should be a physical street address.(PO Boxes can only be entered in Address 2 if needed). If shipping to an alternate address or business location, please include company name and/or receivers name at the delivery address. Please also enter a valid email address in your online user profile prior to placing your order. You may also edit during the check out process or add during check out if ordering without a registered account.

Virtual Certificate eCodes for items such as Billboards MP3 Downloads, Magazine Gold Card eCodes, and Travelocity Travel will be sent to you in an email with clearly defined redemption instructions once the order has been processed. A valid email is necessary for all eCode redemptions.

In stock items may ship in as little as 2-3 business days. Items that either ship direct from the manufacturer or larger sized items can take 3-5 weeks for delivery.Most items are shipped via standard ground service. Large screen televisions, household appliances, patio grills, larger sized fitness or sporting equipment, lawn and garden equipment and some furniture may require a freight carrier delivery. The freight company will contact you to schedule a delivery time. Please provide a valid phone number.

An estimated shipping date for each item can be found when the item is previewed and also prior to check out in the shopping cart. An order confirmation is sent via email once order has been placed online. If you do not receive a confirmation within 24 hours, please contact Award HQ at 1-800-330-7800.

In order to provide the best customer service experience, all returns should be authorized by a Customer Service Specialist by calling 800-330-7800 from 8:00 a.m. – 8:00 p.m. EST. Monday through Friday. Some exclusions may apply and certain items are not eligible for return. See list of non-returnable items listed below**.

Return Policy

Be sure to inspect all packages upon delivery and before signing any delivery receipt when one is required. Damaged packages should be refused at time of delivery whenever possible. A signature certifies that the contents received are free and clear of damage. All damages must be reported to Award HQ within 3 business days of delivery.

You may return most items purchased at your own cost within 30 days of delivery if you are not satisfied. For a return authorization, please call Award HQ at 1-800-330-7800. Customer service specialists are available Monday through Friday, 8 AM to 8 PM Eastern Time.

Non-defective items may be returned if they have not been altered or damaged and must be in their original packaging including all original parts (accessories, cables, manual, etc.). You will receive instructions for your return and be provided with a Return Authorization number within 2 business days of your request.

Most items that appear defective can be returned within 30 calendar days of item delivery date adhering to exclusions in our Return Policy. Many items may be covered under the manufacturer warranties. For a return authorization, please call Award HQ at 1-800-330-7800. Customer service specialists are available Monday through Friday, 8 AM to 8 PM EST. A prepaid return label will be issued, when applicable. Defective items are returned for replacement unless otherwise approved by a Customer Service Specialist. A replacement order will be sent as soon as possible and is subject to availability. We reserve the right to substitute items of equal or greater value.

Items deemed defective after 30 days of delivery will be eligible for manufacturer product warranties and cannot be returned. Large items including but not limited to televisions or monitors over 40”, grills, lawn equipment, furniture and washer/dryers cannot be returned at any time after delivery and will be eligible for manufacturer product warranties. Please call Award HQ at 1-800-330-7800 for further instructions. Customer service specialists are available Monday through Friday, 8 AM to 8 PM EST

*Guidelines are not intended to be all inclusive and policies are not limited to those outlined above.

Event tickets are not available at regular price or face value through your awards program. The point values quoted reflect the cost to obtain quality seating and are based on seat location, supply, demand, and the event. All sales are final. Since event tickets are purchased in a free and fluctuating market, point values may change at any time prior to purchase.

The items in my cart are no longer there. What happened to them?

Due to the constant flow of event tickets they will remain in your cart for no more than 20 minutes. If your cart has expired you will have to reselect the tickets if they are still available.

How do I receive my tickets?

All orders are guaranteed by or before 1 day prior to the event, unless otherwise stated in your confirmation and/or receipt(s). Event tickets will be sent as soon as possible via Fedex. There may be exceptions to this depending on the timing of ordering and event date.

Am I able to cancel or return my tickets?

All sales are final. No refunds or exchanges are allowed.

The event I have tickets to has been postponed. What do I do?

In most cases of postponed events the tickets that were received are valid for the rescheduled date.