For questions concerning your award redemption, please send email to questions@incentiveusa.com , or call Award Headquarters Monday - Friday, between the hours of 8:00 AM and 8:00 PM EST at (800) 330-7800.

Trouble Redeeming?

The award code that you received is valid for the redemption of one item, from one specific award level. If you are receiving an error message when you enter your award code you should check to insure that:

1) You are entering the award code number accurately.

2) You are attempting to redeem for an item in the proper award level.

3) The award code you are trying has never been redeemed before.

If you still have trouble please contact award headquarters using either the email address or phone # listed above.

Frequently Asked Questions:

How long does it take to ship my order?

While the vast majority of orders ship in less than a week, some orders can take as much as 5-weeks, particularly for larger items that ship directly from the manufacturer. If you have not received your order within six weeks please contact customer service. If the award you ordered is no longer available, and no substitute item of equal value is available, you will be contacted by customer service and asked to choose a different award.

Do you ship substitute items?

We reserve the right to provide a comparable product of a different model and/or manufacturer should the award you ordered be discontinued. If you are unhappy with your award for any reason you may return it within 30-days of receipt for a replacement item. A customer service representative must authorize all returns, and all returned items must be in working condition, and returned in their original packaging.

How are the items shipped?

Most items are shipped via UPS ground. Larger items may ship using larger freight carriers.

Do I have to pay for the shipping?

No, the person or company that gave you the award has paid for the shipping and handling costs. You do not have to pay for anything.

I received the item damaged, what do I need to do?

We handle damaged products on your behalf. Please save all of the packing materials in their original boxes. Call Award Headquarters at (800) 330-7800 and we will take care of sending the freight company to pick up your damaged item, and we will ship you a replacement award.

I received the item and it is defective. What do I do?

Contact Award Headquarters at (800) 330-7800 and we'll send you a Return Authorization and call tag to allow you to return the product to us at no cost. All returns for defective items must be made within 30-days of receipt. Items that become defective after 30 days are subject to the manufacturers warranty and repair policies. A customer service representative must authorize all returns, and all returned items must be in their original packaging.

Does the merchandise come with a warranty?

All merchandise is covered by manufacturer’s standard warranties. The recipient is responsible for returning specific warranty information to the manufacturer. Warranty details vary by manufacturer.