Support Center

Orders & Shipping FAQ

We’ve gathered the answers to your most common order related questions. If you have any additional questions, please reach out to Achievers via your Contact Us page.


• Where can I find my virtual gift card?

If you are located in Canada or the USA,virtual gift cards can be found in your Order History. To locate the card, hover over the ‘Account’ tab at the top right-hand corner of the screen. Then, click on ‘Order History.’ Finally, click on the blue 'View Reward' button.

If you are located outside of Canada or the USA, virtual gift cards are sent to the email address that you provided during the checkout process. Please check your junk and spam folders before reaching out to Achievers.

If you followed these steps and still cannot locate the virtual gift card, contact Achievers and include the email address you want the order resent to.

• Why does my gift card appear to be invalid?

For Visa/Mastercard, you may face an error if you are using the card at a merchant who does not accept Visa/Mastercard or if you are exceeding the balance of the card (for example, if the card has $50 available and you’re trying to make a $60 purchase). As Achievers is a third-party company, the merchant will best be able to assist you with trouble shooting. Please contact the number on the back of your card for assistance.  

For all other gift cards and e-gift cards, invalid errors may be related to the card number being entered incorrectly. Please ensure the card number is being entered according to the requirements of the merchant. Should the issue persist, as Achievers is a third-party company, the merchant will best be able to assist you with trouble shooting. Please contact the number on the back of your card for assistance.

Please also note that generally, gift cards cannot be used to purchase other gift cards, so that may be another source of the invalid error faced.  

• When will my order be delivered?

To view your current order status, please consult your Order History. Hover over the ‘Account’ tab at the top right-hand corner of your screen. Then, click on ‘Order History.’ Please check the Estimated Ship Date. If the Estimate Ship Date has passed, please reach out to Achievers.

If the order has shipped, here’s when you can expect delivery:

Virtual gift cards are sent to your e-mail address. Please check your junk and spam folders. If you’re located in Canada or the USA, you can also find your gift card in your Order History. To retrieve it, please follow Account>Order History>View Reward.

Physical gift cards are shipped by regular mail, without tracking. From the shipment date, please allow 20 business days for delivery if located in Canada or the USA and 30 business days for delivery if located elsewhere. Please note that if you ordered more than one card, they ship separately. As such, you may not receive your entire order at once and we ask that you wait the related amount of business days before requesting a reshipment.  

Merchandise ships with tracking. Please consult the tracking number in your Order History. If no tracking number is available, please reach out to Achievers for assistance.

• Can I track my order?

Virtual gift cards are sent to your e-mail address. Please check your junk and spam folders. If you’re located in Canada or the USA, you can also find your gift card in your Order History. To retrieve it, please follow Account>Order History>View Reward.

Physical gift cards are shipped by regular mail, without tracking. From the shipment date, please allow 20 business days for delivery if located in Canada or the USA and 30 business days for delivery if located elsewhere. Please note that if you ordered more than one card, they ship separately. As such, you may not receive your entire order at once and we ask that you wait the related amount of business days before requesting a reshipment.  

Merchandise ships with tracking. Please consult the tracking number in your Order History section. Hover over the ‘Account’ tab at the top right-hand corner of the screen. Then, click on ‘Order History.’ If no tracking number is available, please reach out to Achievers for assistance.

• Do you offer express shipping?

 Unfortunately, we do not offer express shipping.

• Why did the estimated ship date change?

When the estimated ship date changes, it means the order is delayed. The reason is often stock-related, meaning the item is potentially out of stock or facing a delay in the supply chain. If you do not wish to wait for your order, please reach out to Achievers to request cancellation. We apologize for this inconvenience.

• How can I change or cancel an existing order?

Changes or cancellations for existing orders must be processed by Achievers. Please reach out with your request. However, please note the following:

Certain products, such as gift cards (virtual and physical), are non-refundable and cannot be cancelled, regardless of their order status. We are also unable to edit the e-mail & physical addresses for these products. However, we can explore if the product is eligible for a reshipment to a new e-mail or physical address.

For all products, we cannot change or cancel specific quantities (for example, 1 of 2). If you placed an order for a quantity of 2, and need to cancel 1, we are unable to do so. In these instances, we cancel the entire order and return your points. Then you may place a new order for the correct quantity.

• Why was my order canceled?

When an order is canceled, it’s either due to a processing error or due to an item being discontinued/out of stock. If the item is still available in your catalog, please try placing the order again with the points that were refunded to your account. Unfortunately, we are unable to determine when and if an item will be available in your catalog again. We apologize for this inconvenience.

• My order arrived damaged or is defective, what do I do?

For damaged or defective orders, please reach out to Achievers through your Contact Us page. If you are located within Canada or the USA, please reach out within 10 business days of delivery. If you are located elsewhere, please reach out within 7 calendar days of delivery. Please ensure to include the following details:

  • Description of the damage or defect
  • Advise if you still have the original packaging & shipping box
  • Please note: You may be asked to provide photos of damaged items

Achievers will process qualifying returns free of charge and will provide either a replacement or full points refund.

• What is the return policy?

Achievers' return policy allows you to return damaged or incorrect items. 

For Canada and U.S. orders, return your item within 10 business days of delivery. For international orders, return your item within 7 calendar days of delivery. Achievers will process qualifying returns free of charge and will provide either a replacement or full points refund. All other reward redemptions are considered final. Achievers reserves the right to decline return requests.

• Will I be charged delivery or return fees?

No. There are no additional shipping or return fees.

• My order was returned to sender, what do I do?

Please reach out to Achievers to request a reshipment. We suggest providing an alternate address to ensure the order is not returned to sender again. When providing your shipping address, please be sure to include a complete mailing address, as well as the office or building name as well as suite number in the address fields where applicable. Please note, it’s not possible to ship merchandise to PO Box addresses.

• Can I ship to a PO Box?

It’s possible to ship physical gift cards to a PO Box address. However, for merchandise, it’s not possible to ship to a PO Box address. When providing your shipping address, please be sure to include a complete mailing address, as well as the office or building name as well as suite number in the address fields where applicable.

• How am I being taxed for my order?

Items redeemed through your platform are considered a taxable benefit under current regulations. Regrettably, we are unable to provide tax information as that is dependent on your program, province/state, and tax bracket etc. Please contact your Payroll Department and they will be able to provide you with more information as to how the taxable benefit would be calculated in your case.





 
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