Requesting a Refund

Summary: You can request a full refund of your gift card order through the self-service portal. Refunds are for the entire order, not part of it.

What you’ll need

• Your order number.
• Access to the email or phone number on file for the order (to receive your verification code).
• go to Refund and Card Replacement Requests

Steps

• Open the Refund & Replacement portal and choose Refund.
• Enter your order number and the requested contact details. Use the email/phone associated with the order.
• Choose a reason for the refund.
• Verify your identity with the one-time passcode.
• Submit. You’ll see whether the refund is approved, sent for review, or declined.

Reasons you can select

Card not arrived · Email not received · Unable to use card · Restricted merchant · Duplicate order · Arrived too late · Did not meet expectations · Wrong amount · International issue · Other.

What gets refunded

The portal refunds the full order amount, returned to the original payment method.

Timing

Once approved, refunds process in 3–7 business days to return to the original payment method.

Important

• Refunds are full-order only. Need a partial refund? Contact customer service.
• A card that has already been used (redeemed) or already refunded generally isn’t eligible — and such a request may be declined immediately, before any verification code is sent.
• Use the email/contact that matches the order. If it doesn’t match, the request is sent to our team for review rather than approved automatically.
• When a refund is approved, the associated card is deactivated immediately.

What Happens After You Submit

Summary: After you submit a request you’ll get one of three outcomes: approved, sent for review, or unable to be completed.

Approved

Your request was approved and processing has started. Refunds return to the original payment method in 3–7 business days; digital replacements are re-sent (usually immediately) and physical replacements are mailed (typically 5–7 business days).

Sent for review

Some requests need a closer look from our team before they can be completed. This isn’t a decline — you’ll be contacted with the outcome. Reviews can take additional time.

Unable to be completed / declined

Sometimes a request can’t be processed automatically — for example, if the order or card isn’t eligible, or has already been refunded or replaced. Clearly-ineligible requests may be declined immediately without a verification code. If you believe this is a mistake, contact customer service.