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Frequently Asked Questions



Customer Assistance

Who do I contact if I have an issue with a gift card or egift card purchased at Giftcards.Kroger.com?

All gift card sales are final. If you are having an issue, did not receive it please contact Giftcards.Kroger.com Customer Service by phone at 1- 844-217-4797 for assistance. We do not handle redemption issue for gift cards. They must call the number on the back of the card for help and cannot view transactions unless it is a BHN owned card.

Who do I contact if I have an issue with a gift card purchased at a Kroger Family of Companies store?

All gift card sales are final. If you are having an issue redeeming the gift card you purchased at the store, please contact our Kroger Customer Relations Center by phone at 1-866-544-8062 or email paymentsupport@kroger.com to open a case for research and response. We escalate your request and information to our gift card processor who works with each retail merchant (e.g. Target, Home Depot, Google, Panera, etc.) to investigate and respond. This process may take up to 2 (two) weeks and each retail merchant has its own policies for assisting customers.

Placing Your Order

How do I place my order?

You may shop online here at any time and pay by credit card when you place your order.

What if my order did not go through?

If your order did not go through it may be due to the payment information provided, such as changes to the cardholder’s address, a new card number, insufficient funds in the account, the card being flagged as fraudulent or stolen, or the card is expired. Please contact your card's issuing bank to determine the issue. If it is not a Credit or Debit Card issue, please send us an email including your name, phone number, carrier if ordering Prepaid Phone Cards, email address, and billing address to Customer Service.

Are there any restrictions on purchasing cards?

No. All retailer cards have a preset card value that is displayed on the ordering page.

Do these cards expire or have any fees?

Retailer gift cards do not have fees. The Visa® Gift card has 2 (two) fees associated with it, an Activation Fee (charged at time of payment) and a Maintenance Fee (please see FAQ in this list). All gift cards do not have an expiration date; for special handling of Visa® Cards, please read the FAQ below. For further information, please refer to the specific Terms and Conditions found on the product page prior to purchasing any gift cards.

Are Physical Gift Cards embossed?

The retailer Physical Gift Cards are not embossed. The Visa® Card has the recipient's name you entered printed on the card.

Do you provide a receipt for my online Gift Card purchase?

Yes. After you complete your order, the confirmation receipt is displayed. You may print this page as your receipt.

How do I check the status of my order?

You may check your order status by clicking My Account in the drop down under your name at the top of the site. If you do not have an account and checked out as a Guest, you can find your order status here: giftcards.kroger.com/orderStatus.

Payment

Are gift cards refundable?

Once a gift card has been purchased and shipped the card is not refundable. If the intended recipient does not receive their gift card, please contact support at 844-217-4797 or by going to our Contact Us page and submitting a request.

What credit cards do you accept for payment?

We accept Mastercard, Visa® and American Express. Want to earn free groceries? Pay using your Kroger Rewards Mastercard. Click here for more details and to apply.

May I use my bank Debit Card for order payment?

Yes, if you have funds available for the order cost.

Are state or local taxes applied to my purchase?

Where required by state or local laws, taxes are applied to your order. The tax rate(s) are based on the billing address you provide.

What if I see unauthorized charges on my card from Giftcard.Kroger.com?

Giftcards.Kroger.com never stores your credit card information. If you see unauthorized charges from GIFT CARDS, contact your Credit Card's issuing bank immediately, as your card may have been compromised.

Shipping

For Physical Gift Cards, what are the delivery options offered to me?

We offer delivery options ranging from 5-10 business days or 2-4 business days. Delivery charges are quoted on order size (number of cards ordered) and the delivery option selected.

How is the Physical Gift Card packaged and delivered?

All Physical Gift Cards are shipped to the shipping address you provided at the time of purchase. Physical Gift Cards are packed in a single envelope or box (depending on order size) containing all of the cards that were ordered, along with a packaging list detailing the package contents.

When should my recipient receive their Physical Gift Card?

Once payment is cleared (normally in minutes), it will take up to 3 (three) business days to fulfill your order. Actual delivery timing is affected by the shipping method you select while placing your order. From time to time, orders may require additional review that may add to the delivery timeframe.

Purchasing eGift Cards

I've ordered an eGift Card. How is it delivered?

For eGift Cards, your recipient will receive an email containing a link to their eGift Card. You will also receive a confirmation email. The link will take them to the eGift Card page to access their eGift Card with the option to print it.

What delivery options do you offer for eGift Cards?

All eGift Cards are delivered using email. To ensure delivery, please check the email address you enter for your intended recipient.

When should my recipient receive their eGift Card?

Usually, the eGift Card are delivered within minutes of your order completion. eGift Card orders sometimes may take up to 2-4 business hours from the time of purchase, unless you specify a future delivery date. From time to time, orders may require additional review that may add to the delivery timeframe.

Purchasing Visa® Cards

What is the Visa® Gift Card, and how is it used?

The Visa® Gift Card may be used to purchase merchandise and services anywhere Visa® debit Cards are accepted in the United States. It is not redeemable for cash, except as required by law. It cannot be used at ATMs or for gambling. Additional restrictions may apply. We suggest that you write down the Card number and Customer Service number on the back of the Card (855-202-5628) on a separate piece of paper in case the Card is lost or stolen. The amount of every purchase you is automatically deducted from the Card's original value (displayed on Card).

Do I need to register my Visa® Card to place online, mail or telephone purchases?

Yes. Online, mail and telephone order merchants may require that personal information, including name, address, telephone number and email address of the cardholder is verified with the Card-issuing bank prior to placing an order. If you wish to make online, mail or telephone order purchases and pay with your Visa® Card, visit www.giftcardmall.com/mygift to register your Visa® Card. Unless you register your Visa® Card in advance, there may be no way an online, mail or telephone order merchant confirms your identity. Without such confirmation, the merchant might decline your purchase even if there are sufficient funds on your Visa® Card.

Do the Visa® Card funds ever expire?

No.

My Visa® Card has an expiration date printed on the front side of the card. What if there are funds remaining after this date?

The Visa® Card expiration date is provided so the Visa® Card may be used for online, mail or telephone ordering when an card expiration date is required. If funds remain on your Visa® Card after the "Valid Thru" date, please contact Giftcards.Kroger.com Customer Support to have a replacement Visa® Card issued to you at no additional cost. The balance on the replacement Visa® Card will be identical to the balance on the discontinued Visa® Card.

May I add value to my Visa® Card after I've received it?

No. Visa® Cards are not reloadable.

May I use my Visa® Card to pay at the pump at gasoline stations?

This varies by merchant. We recommend you prepay your fuel purchase at the inside register (if available) to avoid an authorization hold on your fund for more than your purchase amount.

May I use a PIN for debit transactions with my Visa® Card?

Yes. If you wish to make PIN debit purchases, you may obtain a PIN by visiting the website www.giftcardmall.com/mygift or calling the Customer Service Number found on the back of the Visa® Card. Note the PIN can only be used for purchases and cannot be used to obtain cash at ATMs or cash back with a purchase

If my Visa® Card is lost or stolen, how do I report it?

If your Visa® Card is lost or stolen, call Giftcards.Kroger.com Customer Service IMMEDIATELY 24/7 at 1 (855) 202-5628 to cancel your Visa® Card. You will need to know your card number, so if you choose not to register your card, be sure to record the number and store in a safe place. You may also be required to provide additional information to confirm your identity. If funds remain on your card, there is a $5 replacement fee. To replace your Visa® gift card, please visit www.GiftCardMaII.com/MyGift.

What if my Visa® Card is lost or stolen?

We offer the opportunity to replace Visa® Cards that are lost or stolen if there are funds remaining on the card. Contact Giftcards.kroger.com Customer Service to report a lost or stolen Visa® Card. There is a Lost/Stolen Fee of $5 to replace a lost or stolen Visa® Card, so please safeguard your Visa® Card, treat it like cash. If there are no funds remaining on a lost or stolen Visa® Card, the Visa® Card will not be replaced and the funds lost. The Maintenance Fee does not apply to replace an expired Visa® Card.

What is the Visa® Card Maintenance Fee?

If you or your recipient does not use the Visa® Card for 12 consecutive months, the card will be charged a Maintenance Fee of $4.95 monthly. The fee is assessed on the first day of each following month that follows (starting in month 13) until you use the Visa® Card again. At point of next use, the 12 consecutive months timeframe starts over. If you or your recipient do not use the Visa® Card for an extended period, the Maintenance Fees may exhaust all value on the Visa® Card, even before the cards printed Expiration Date.

My online purchase was declined even though there was a sufficient balance, but my Visa® Card was still debited. Why?

If you had sufficient funds on the card when the purchase was attempted, then the debit is a temporary hold. Your card will be reimbursed for the amount debited within 7 (seven) calendar days. The debit occurs because even though our card system had approved the purchase, the merchant subsequently declined to complete the transaction under its security policies. This may have occurred if you had not registered your card prior to shopping online. Please note that GiftCardMaII.com, Metabank®, Visa®, and their affiliates, employees, and agents have no control over merchant security policies and cannot reverse or overrule a decline based on the merchant's security policies.

May I use my Visa® Card at restaurants or other service industries when I have enough money left on my Card to cover the bill for food or service?

Yes. Be aware that some restaurants and other service-oriented merchants may factor in an additional 20% (or more) to cover any tip you may leave on the purchase. If this occurs, and your total bill, after adding in the additional 20% (or more), exceeds the amount available on the Visa® Card, the Visa® Card will be declined. Accordingly, you may want to ensure that your Card has an available balance that is 20% (or) greater than your total bill prior to use. Similarly, some hotels chose to factor in additional amounts upon check-in, and it may take up to 30 (thirty) days after your stay to have any excess amounts held by the hotel added back to your available balance.

I'm returning items purchased with my Visa® Card. How are merchandise returns processed?

Depending on the merchant, merchandise returns may be refunded directly back to your Visa® Card, so keep your Visa® Card until you are sure you will not need it, even if it has no funds remaining. Please note, merchandise return and refund policies vary by merchant. If the merchant issued a credit, it can take up to 7 (seven) calendar days to be added to your card. If the merchant voided or canceled the transaction in its register, the funds could be on hold for up to 9 (nine) business days. The hold is automatically released after that time and the funds are placed back into your available balance. Check your balance regularly at GiftCardMaII.com/mygift (if you registered the Visa® Card) to determine when your Visa® Card has been credited for the return.

When using my Visa® Card, what if my purchase is greater than the Visa® Card balance?

You must advise the merchant the current balance available on your Visa® Card. The merchant may be able to complete a split tender transaction and allow you to use multiple payment types (including but not limited to additional Visa® Cards). The remaining purchase amount would require you using another form of payment.

Issuing Statement

*Card is issued by MetaBank®, Member FDIC, pursuant to a license from Visa U.S.A.

Purchasing Telecom Cards

How much will I pay for Prepaid Phone Cards?

You make this decision. You'll select the amount you want to purchase for the carrier. Before you pay, you should review details of the total amount due and any other charges.

May I purchase Prepaid Phone Cards as a guest?

Yes, you may purchase airtime as a guest. Your eGift Prepaid Phone Card is sent to you after your purchase has been completed.

What if I sent the Prepaid Phone Cards to the wrong person by accident?

Please contact Giftcards.Kroger.com customer service at 1- 844-217-4797.

May I set up an automatic credit card payment for Prepaid Phone Cards?

No, this option is currently not available.

When should I receive my Prepaid Phone Cards?

It may take up to 4 (four) hours for you or your recipient to receive the Prepaid Phone Card. You will apply the card's value to your carrier’s account and follow your carrier’s process in refilling the card.

May I purchase Prepaid Phone Cards for my friend's or family's phone(s)?

Yes. Prepaid Phone Cards are delivered as an eGift. You may either send the purchased eGift directly to a recipient, or you may send the card to yourself and forward the eGift to the recipient. You may contact the carrier directly to have the card's value applied to the account.

What if my wireless carrier is not listed, may I still purchase my Prepaid Phone Cards?

No, not if your carrier is not listed on our website. We are always adding new carriers to our service, if your carrier is not listed, be sure to check back from time to time.

I travel out of the United States. Will my Prepaid Phone Cards work outside the U.S.?

Using your prepaid phone and Prepaid Phone Cards outside the U.S. depends on the carrier you use and the plan you are enrolled in. Please check with your carrier to determine if the Prepaid Phone Cards sold on Giftcards.kroger.com will work in countries other than the United States.

My phone has been stolen. May I receive a refund for remaining value on the phone?

No. There are no refunds on Prepaid Phone Card purchases or minutes applied to phones. Please contact your carrier.

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