Requesting a Replacement Card

Summary: If your gift card was lost, stolen, damaged, expired, compromised, or simply isn’t working, you can request a replacement through the portal.

What you’ll need

• Your card number / card UID.
• Access to the email or phone on file (or, for physical cards, the contact you provide) for verification.
• go to Refund and Card Replacement Requests

Steps

• Open the portal and choose Replacement.
• Enter your card number/UID.
• Choose a replacement reason: Expired, Lost, Stolen, Damaged, Card does not work, or Card is compromised.
• Verify your identity with the one-time passcode.
• Submit and review the outcome.

Digital vs. physical cards

• Digital/virtual cards are replaced by re-sending the card to the email or phone on file — usually immediate.
• Physical cards are re-issued and mailed to the address already on file, typically arriving in 5–7 business days. The old card is deactivated immediately.

Replacement fees

A standard replacement fee of $5 may apply. There is no fee when the card was damaged, misprinted, defective, or not delivered on time.

Important

• For security, replacements go only to the contact/address on file. We cannot change the destination through self-service — contact customer service for that.
• Use the email/contact that matches the card. If it doesn’t match, the request is sent for review rather than approved automatically.
• Merchant / third-party gift cards must be replaced through that merchant directly.
• If you suspect fraudulent use, the request will be routed to our team rather than handled automatically.

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.