Help / Frequently Asked Questions

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Customer Service

Our friendly Customer Service Specialists are committed to providing the highest level of service. You may contact us via the following methods:

Phone: To place an order or to inquire about existing orders call 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday.

Note: Customer Service will be closed during all major holidays. Customer Service hours may be impacted during severe weather.

Email: Click the “Contact Us” link at the top of the page and complete the Contact Us Form. Our online Customer Service Specialists will assist you with your order, questions or item/return information. We aim to respond to your request within two business days, Monday through Friday.

Mail: You may write to us at:
Award Headquarters
Attn: Customer Service Center
1355 North Highway Dr.
Fenton MO 63099

Ordering Information

Order Options

You can place your order online or via phone at 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday.

Order History

You can check your order history online via My Account/My Orders.

Order Status/Tracking

You can check your order status and tracking numbers online via My Account/My Orders. The first page will display all of your order history. You can click on the appropriate order number to view the status of that order and access tracking numbers, when applicable.

Sales Tax

We are required by law to collect and remit applicable sales tax to the respective state for all transactions, including shipping and handling charges. When applicable, sales tax will be automatically calculated during the checkout process.

Shipping and Handling (S/H)

Shipping and handling charges are automatically calculated on a per-item basis.

Standard Shipping

Please note that items cannot be shipped to PO boxes or Armed Forces/Foreign (FPO/APO) Post Office Boxes.

For items that are shipped directly from the Manufacturer (drop ship items) please allow 1-8 weeks for delivery, depending on the item. Most items ship within 2-4 weeks, however some items may take longer for delivery such as furniture and other seasonal items. You may click the Shipping Information link on the product detail page of every item for estimated delivery information. After placing an order, you may review estimated time of delivery by clicking on My Orders. If you need additional delivery details or if you believe your item has been lost by the shipping carrier, please contact Customer Service at 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday. If applicable, our Customer Care team will file a claim on your behalf. Please note that if you file a claim directly with the shipping company it may delay, hinder, or prohibit resolution.

Please note that items ordered together may not necessarily ship together. When placing your order, please allow sufficient time for receipt of your order. Standard delivery charges apply to delivery within the 48 Contiguous States only.

Shipping Outside the 48 Contiguous States

When placing an order to be shipped to Alaska, Guam, Hawaii, Puerto Rico and the Virgin Islands, an additional shipping charge will be automatically applied to your order.

Freight Delivery

Some larger items are delivered via common carrier. If your item requires delivery by this method you will be contacted to arrange for delivery. Please note, delivery times may vary. If your order consists of multiple items, all items may not be delivered at the same time. Delivery must be accepted as items become available. Set up, installation and removal services are not included. For multi-story dwellings, please inquire regarding upper-level and lower-level delivery availability, as this varies by item. Before placing an order to be shipped via freight, please contact Customer Service for a custom quote of additional shipping charges.

Dealer Delivery

Some items may require delivery via a local dealer. If your item requires delivery by this method you will be contacted to arrange for delivery. Some dealers require you to pick up the item at their dealership and other dealers will deliver the item to you. If your order consists of multiple items, all items may not be delivered at the same time. Delivery must be accepted as items become available. Set up, installation and removal services are not included. For multi-story dwellings, please inquire regarding upper-level and lower-level delivery availability, as this varies by item.

In-Home Delivery

Some items require in-home delivery, where the carrier will place your item inside your home, in room of choice. Delivery does NOT include set-up, installation and removal services (old item, packaging, etc.). You must inspect delivery carefully before accepting the shipment. Any visible damage should be refused. For multi-story dwellings, please inquire regarding upper-level and lower-level delivery availability, as this varies by item.

Substitutions/Model Numbers

Manufacturer's unforeseen product shortages or technical advances may necessitate the shipment of updated, or a different manufacturer's updated or similar product, at no additional increase in cost. Model numbers are included on the product detail pages and pertain to the item shown, not the substituted product. Model numbers may be unique to this site and may not match manufacturer's retail model numbers.

Accessibility

We closely follow the latest accessibility guidelines to ensure an enjoyable shopping experience for everyone. You may, however, encounter content provided by third-party partners that may not be fully accessible. If you experience any issues during your visit, please contact us online via Contact Us or call Customer Service at 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday.

Personalized Items

We value diversity and respect for others and do not allow offensive, profane or obscene content on our rewards site.  In addition, reward item manufacturers or suppliers have the right to refuse to print or otherwise create any personalized items that may include offensive, profane, or obscene content, as determined in such manufacturer’s or supplier’s discretion.

Returns Information

Defective Merchandise

If you have received defective merchandise, a return is allowed up to 30 days after shipment. Please call customer service at 1-877-AWARDHQ (1-877-292-7347) for a return authorization number and further instructions. Please note some brands are excluded from our damaged/defective return policy and will require that you contact the manufacturer directly to resolve any issue. If you don’t see your item or brand below please contact customer service at 1-877-AWARDHQ (1-877-292-7347), and we will be happy to assist you.

Apple – www.apple.com/legal/warranty/
(standard return policy applies within 30 days – see accommodation returns. For defective, beyond 30 days, please refer to this link)
American Lawnmower (Earthwise) – Recipient to contact the manufacturer directly at 317-392-3615 or ssaxton@americanlawnmower.com for troubleshooting/parts.
Bissell – Contact Bissell’s Customer Care Team at 800-237-7691 or support.bissell.com for missing parts.
Calphalon – Contact Calphalon direct at 1-800-809-7267 Mon-Fri, 9AM-5PM ET, or www.calphalon.com/returns.html for missing parts or warranty returns.
Coleman – Contact Coleman customer service for missing parts at 800-835-3278.
Corelle – Customer Care Center for replacement parts and pieces – 1-800-999-3436.
iRobot – Contact them directly at 866-747-6268; homesupport.irobot.com/s/contact-support-info.
Karcher – Customer to contact number on Warranty card or submit ticket via www.karcher-help.com/.
Samsung TVs – www.samsung.com/us/support/contact/ and/or all TVs 40” and larger require in-home evaluation before being returned. Technical support and in-home service is also available: 800-726-7864.
Sonos – Contact them directly at 800-680-2345; support.sonos.com/s/contact?language=en_US.
Stamina – Contact customer service at 1-800-375-7520 for missing parts and service issues.
TCL – Contact their customer service portal at www.tclusa.com   - Click on Support Tab and Follow Directions.
Texsport – For missing parts, damages or defects, contact Texsport directly for replacement parts/corrections. info@texsport.com or 800-231-1402.
Traeger – no returns; contact Traeger to ship a replacement or missing/defective parts.
Yamaha Audio – Contact their customer service portal at www.usa.yamaha.com/support or 800-854-1569 Monday – Friday 8:00am – 5:00pm PST.

Damaged Merchandise

For items damaged in transit, or for a shipment received with visible damaged packaging, please contact Customer Service at 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday within 24-hours of receiving the package. If applicable, our Customer Care team will file a claim on your behalf and provide return instructions. It is important to save all packaging materials and to note all damages on the carrier’s delivery receipt when you sign for your freight item. You will be required to take a picture of the damage for documentation purposes. Please note that if you file a claim directly with the shipping company it may delay, hinder, or prohibit resolution.

Accommodation Returns

If you are dissatisfied with an item that arrived in good condition, a refund option may be available to you within 30 days of shipment if the original packaging is still intact (including any tamper proof seal). All items must be returned in like-new condition and any items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Customers will be responsible for the cost of return shipping charges and may be charged a restocking fee for these items. Please contact our customer service department at 1-877-AWARDHQ (1-877-292-7347) for specific instructions and to obtain a required return authorization (RA) number before returning any item. Once we receive your item, we will assess whether it qualifies for a refund. We ask for your patience as this process can take several weeks. Please note that returning an item before notifying customer service or without an RA number will delay the process.

The following brands, however, are not available for accommodation returns and all sales are final: Arcade1Up; Blue Air; Boll & Branch; Coleman; Crystal Clear Kayak; Food Category; KENT; LEGO; Marc Jacobs; MCM; Melissa & Doug; Michael Kors; Minn Kota; Ocean Kayak; Old Town Canoe; Sensorpedic; Sevylor; Simple Human; Sleep Number; SMEG; Sony; Stearns; Swarovski; Tory Burch; Tumi; Twelve South; Ugg; Wine Enthusiast; Zojirushi..

Gift Cards

If your program offers gift cards or eGifts, please note these are not returnable, exchangeable, refundable or redeemable for cash, credit or previously purchased items under any circumstances. All shipping and handling fees are non-refundable. Rewards Program Administrator has no further obligation once the gift card or eGift is issued.

eGifts can only be sent to the primary email address listed on your account. If your program allows you to add alternate email addresses, eGifts will always be delivered to the main email associated with your account.

If you need to update your primary email, please contact your program administrator before sending your eGift.

Cancellations

Once an online order is submitted, we are unable to cancel the order.

Frequently Asked Questions

How do I update my account information?

You may update your phone number under My Information.

You do not have the ability to update the following information directly on the site.

  • Account Name
  • Email Address
  • Physical Address

If you need to update your account name, email address, or physical address, please contact Customer Service.

Why do I need to supply phone numbers and my email address when I place my order online?

It is imperative that you include your email address and telephone number when placing an order online. This will allow us to quickly contact you should any questions arise with your order or to simply confirm your order if necessary. Also, you will receive an order confirmation email for all orders and a shipping confirmation email on most items depending on the manufacturer/vendor.

If I am using a credit card for my purchase, what information do you need?

In addition to the card number, you must also indicate the card's expiration date and CVV number.

Am I responsible for figuring out the taxes and shipping/handling costs for my order?

No, these calculations will be made automatically during the checkout process as applicable.

How will my order be shipped?

Most items will be shipped via standard ground service. Larger items ship via common carrier. Please reference the "Ordering Information" section for more details.

Can I cancel an order I placed online?

No, due to our rapid order processing system, we cannot cancel an order placed online.

What is your return policy?

All merchandise returns require a Return Authorization. You may return items by calling 1-877-AWARDHQ (1-877-292-7347) and our Customer Service Specialists will assist you. Please reference the “Returns” section for complete details. If your program offers gift cards or eGifts, please note that these are not returnable, exchangeable, refundable or redeemable for cash, credit or previously purchased items under any circumstances. All shipping and handling fees are non-refundable.

How can I check my order status?

You may inquire about your order status via three different methods:

Online: Via My Account/My Orders.

Phone: Call 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday.

Email: Click the “Contact Us” link at the top of the page and complete the Contact Us Form. Our Customer Service Specialists will assist you with your order, questions or item/return information. We aim to respond to your request within two business days, Monday through Friday.

What are your Customer Service hours?

Call 1-877-AWARDHQ (1-877-292-7347) from 8:00 a.m. - 4:30 p.m. Central Time, Monday through Friday.

How do I know my transaction is secure?

Online ordering via our website is encrypted using a SSL (Secure Sockets Layer) protocol. For more information on our security standards, please reference our "Security" section.

What do you do with my email address?

The information we collect is requested to confirm your order and provide shipping/delivery status on applicable items. For more information on our policies, please reference our "Privacy Statement."

How can I access your Customer Service Specialists online?

Click the “Contact Us” link at the top of the page and complete the Contact Us Form. Our Customer Service Specialists aim to respond to your requests within two business days, Monday-Friday.

What browsers are supported for the best site experience?

We support the modern browser versions of Firefox, Chrome, Safari and Microsoft Edge.

Rewards Provider and its subsidiaries and divisions provide their services to you subject to the following terms and conditions. While you are visiting and shopping this site (or any customized versions thereof), you must accept these conditions. Please read them carefully.

LAWS AND REGULATIONS

User access to and use of this website is subject to all applicable federal, state and local laws and regulations. Award and gift offers are void where prohibited by law. The laws of the state of Missouri, without regard to principles of conflict of laws, will govern use of this website, any transactions and any dispute of any sort that might arise between you and Rewards Provider.

NO WARRANTIES

THIS WEBSITE AND ALL INFORMATION ON THE WEBSITE IS PROVIDED TO YOU "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, SECURITY OR ACCURACY. EVERY EFFORT HAS BEEN MADE TO ENSURE THAT INFORMATION REGARDING PRODUCTS AND SERVICES OFFERED BY PARTICIPATING AWARD AND GIFT SUPPLIERS IS ACCURATE, BUT REWARDS PROVIDER IS NOT RESPONSIBLE FOR ANY ERRORS OR OMISSIONS IN SUCH INFORMATION. YOU EXPRESSLY AGREE THAT USE OF THIS WEBSITE IS AT YOUR SOLE RISK.

LIMITATION OF LIABILITY

Rewards Provider specifically disclaims any liability (whether based in contract, tort, strict liability or otherwise) for any direct, indirect, incidental, consequential, or special damages arising out of or in any way connected with access to or use of the website (even if Rewards Provider has been advised of the possibility of such damages) including liability associated with any viruses which may infect a user's computer equipment. Rewards Provider does not maintain any control over the manufacturers of awards merchandise, the issuers of gift cards or over the personnel, equipment or operations of any air, water or surface carrier, ship line, transportation company, hotel, restaurant, tour company, or other person or entity providing travel services, general services, gift cards, products or accommodations as an award, because all suppliers offering products and/or services through the rewards program are independent contractors. Accordingly, Rewards Provider does not make any guarantees, warranties or representations of any kind, expressed or implied, with respect to products, services or merchandise, nor does Rewards Provider accept any liability for any loss, expense, damage or injury incurred as a result of any defect in or failure of such items. REWARDS PROVIDER SPECIFICALLY DISCLAIMS ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Rewards Provider shall not be liable for any injury, damage, loss, expense, accident, delay, inconvenience or irregularity which may be caused or contributed to: (1) by any wrongful, negligent or unauthorized act or omission on the part of any supplier of a reward offering; (2) by any defect in or failure of any vehicle, equipment, instrumentality, service, product, or accommodation which is owned, operated, furnished, sold or otherwise used by any such supplier; (3) by any wrongful, negligent or unauthorized act or omission on the part of any other person or entity not under our direct control; (4) the bankruptcy of any air or other travel carrier or any retailer issuing gift cards; and/or (5) by any other cause, condition or event whatsoever beyond our direct control. In no event will Rewards Provider be liable for any punitive, special, indirect, or consequential damages.

CHANGES

Rewards Provider reserves the right to revise these Terms and Conditions at any time and users are deemed to be apprised of and bound by any changes to these terms and conditions. Rewards Provider reserves the right to change elements or terms of use of any program, including, but not limited to, award or gift offerings, at any time without notice. If an award or gift offering is discontinued, reasonable efforts will be made to offer a substitute of equivalent quality. All award and gift offerings are subject to availability. Rewards Provider may make model substitutions of equivalent value without advance notice when necessary.

VIOLATIONS OF TERMS AND CONDITIONS

Rewards Provider reserves the right to seek all remedies available at law and in equity for violations of these terms and conditions, including the right to block access from a particular Internet address to the website.

ACCESS TO PASSWORD PROTECTED/SECURE AREAS

Access to and use of password protected and/or secure areas of the website is restricted to authorized users only. Unauthorized individuals attempting to access these areas of the website may be subject to prosecution.

CHILDREN

This website and Rewards Provider do not knowingly solicit data from children and we do not knowingly market to children.