Shipping and Returns

Do I have to pay any shipping costs when I redeem for a reward?

Generally, standard shipping and handling are included in the point value of your redeemed reward. For most merchandise rewards, expedited shipping is available for an extra fee payable in ThankYou® Points. If expedited shipping is available for the reward you want, you will be given the option to select it during the checkout process. Please note that some items may require extra shipping costs due to their size or special handling requirements. The total number of ThankYou Points required for redemption will be displayed during the checkout process.

How are rewards sent to me?

Merchandise rewards can be delivered to your current street address or to another U.S. street address in the contiguous United States that you designate. Merchandise rewards cannot be sent to post office boxes. If your merchandise reward has not shipped within 15 days, you will receive a notification with a new ship date and an option to cancel your order and receive a full refund of Points.

Gift cards/certificate rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii, Alaska and Puerto Rico. Refer to the item detail page of the reward you selected for an estimated delivery date. If your gift card order has not shipped within 20 days, you will receive a notification with a new ship date and an option to cancel your order and receive a full refund of Points. All gift card/certificate rewards not received 10 days after shipment has been confirmed are to be reported to ThankYou® Rewards as lost/stolen.


Citi® Prepaid Card rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii and Alaska. Delivery is not available to Military Post Offices (MPOs), including AFO and FPO addresses. All Citi Prepaid Cards not received 10 days after shipment has been confirmed are to be reported to ThankYou Rewards as lost/stolen.


Virtual redemption items do not involve delivery by traditional mail, are only accessible on the Internet, and may be subject to further terms and conditions. Please see the Citi ThankYou Rewards Terms & Conditions for more details.

When will my order be delivered?

The total delivery time for your order is the period of time from when you place your order until the time you receive it. It is comprised of two parts: the processing time and the shipping time.



Processing time for an item is the time from when you submit your order to when the item leaves the warehouse. You can find this estimate when you click to view a rewards detail page. Please keep in mind that these are estimates based on previous processing times.

Shipping time is from when the item leaves the warehouse to when it arrives at your door. Standard Shipping typically takes 3-5 business days to arrive, while Expedited Shipping will usually take 2 business days.

To track the shipping status on most rewards after an order has successfully been placed, please follow the instructions listed in your order confirmation e-mail.

Can I request to ship rewards outside of the U.S.?

Merchandise rewards can only be delivered to shipping addresses within the contiguous United States and cannot be sent to post office boxes or APO/FPO's.

Gift cards/certificate rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii, Alaska and Puerto Rico.

Citi® Prepaid Card rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii and Alaska and cannot be sent to Military Post Offices (MPOs), including AFO and FPO addresses.

What if I want to get my rewards faster?

Some merchandise rewards may qualify for expedited shipping. If this option is available at the time of checkout, it will appear in the My Cart page. Please note that expedited shipping will only affect how the item is shipped, not the date your order will be shipped. Additional charges may apply and are included in the total points quoted before completing your order.

Can I send my rewards to an address other than my billing address?

For most reward redemptions, you may choose an alternate street address when redeeming your reward order online, or with our Service Center. Please note that we may only accommodate one alternate ship-to address per order. If requesting multiple ship-to addresses, you must complete separate orders.

Cash rewards and Citi® Prepaid Cards cannot be sent to an alternate address. If your address has changed, then you can update it within the ThankYou My Account Profile section.

What are all the methods of shipping?

Items may be shipped via standard or expedited shipping:

Standard Shipping: Generally, standard shipping and handling is included in the point value of your redeemed reward. Orders shipped using the standard shipping option are usually delivered within 3 to 5 business days from the date of shipment. We are unable to provide standard shipping to P.O. Boxes or APO/FPO's.

Expedited Shipping: If expedited shipping is available for a given reward, you will be given the option to choose it during the checkout process at an additional Point cost. Rewards shipped using expedited shipping should be delivered within 1 to 3 business days from the date of shipment. Please note that expedited shipping is only available on select merchandise items and is not available on back ordered merchandise. We are unable to provide expedited shipping to P.O. Boxes.

Is shipping extra?

For most items, the shipping cost is included in the number of points required to redeem for your reward. Additional point charges may apply when you choose expedited shipping.

I have a merchandise reward that is on back order. When will it be shipped?

Back orders can remain open up to 30 days from the order placed date. If the item has not shipped at this time, we will cancel the order and return your Points to your ThankYouŽ Member Account. You can check the status of your order by going to My Order History.

Items fulfilled by Walmart are not available for back order.

Can I return rewards to ThankYou® Rewards?

Merchandise rewards may be returned, but must be postmarked within 15 days of shipment. Items from Best Buy may be returned in-store within 15 days of pickup or shipment. Rewards fulfilled by Walmart may not be returned to a Walmart store and are subject to the ThankYou Rewards merchandise return policy. All other rewards can only be returned, if they are damaged or defective. All return rewards must be in original and complete condition, contain all related parts, and returned in the original packaging.

Items being returned cannot contain flammable liquids or gases, apparel items, food items, or items that do not bear the serial number or UPC. Merchandise rewards that cannot be returned include: DVDs, software, video games, and assembled products unless proven to be defective or damaged prior to receipt.

If your item is damaged or defective upon receipt, please complete the Return Request Form, which can be accessed in the "My Order History/Order Details" page. Or you can call our Service Center at 1-800-THANKYOU (1-800-842-6596) within two days of delivery.

Can I cancel a portion of my order?

No. For selected items, if you want to change the quantity being ordered, you must cancel your entire order and place a new order for the items you want to keep.

If your item qualifies for cancellation a link will be displayed in My Order History.


Please note: Items can only be canceled for a limited time.

Where can I ship rewards?

Merchandise rewards cannot be delivered to shipping addresses outside the contiguous United States or to post office boxes or AFO/FPO's.

Gift cards/certificate rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii, Alaska and Puerto Rico.

Citi® Prepaid Card rewards may be sent to post office boxes and to shipping addresses in the continental United States, Hawaii and Alaska but cannot be sent to Military Post Offices (MPOs) or AFO/FPO addresses, provided it is the address on file for the redeeming ThankYou member.

I haven't received my gift card, what should I do?

Please allow at least 10 days after your order has shipped for your gift card to be delivered.

After 10 days, you can request a return in My Order History.

How do I track my shipped and returned items?

There are two types of tracking numbers: Track Shipment and Track Return. Both appear as links in My Order History.

Track Shipment: This link appears shortly after your item ships. It allows you to determine where your reward is in the shipping process. If you are waiting for an item that has yet to arrive, check Track Shipment before you contact the ThankYou Service Center.


Track Return: Once you have shipped your item for return, use the Track Return link to determine where your reward is in the return process. You will receive a notification to track your return once it has been processed.

What can I do if my return request has been denied?

If your return request has been denied, you can contact the manufacturer to request a return.

Before contacting the manufacturer, you will need to request a Proof of Purchase in My Order History. If you have any questions please call the ThankYou Service Center 1-800-THANKYOU (1-800-842-6596).

What is a Proof of Purchase and why do I need it?

When returning an item to the manufacturer you will need to obtain a Proof of Purchase. Similar to a receipt, a Proof of Purchase provides the manufacturer with the information they need to process your return.

You can request a Proof of Purchase for your item in My Order History. You will receive an email once your Proof of Purchase is available, and it can also be viewed in My Order History. Please allow 3 to 5 business days for your request to be processed.