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Frequently Asked Questions


Are Gift Cards refundable?

Once a card has 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.

Are there any restrictions on purchasing cards?

No, but the card value denominations are preset.

Do these cards expire or have any fees?

Our Gift Cards do not have any expiration date or fees. For further questions, please refer to the specific Terms and Conditions found on the product page prior to purchasing your Gift Card.

How do I check the status of my order?

You can check the status of your order by clicking My Account in the drop down under your name at the top of the site.

How do I place an order?

You can shop online at any time and pay by credit card.

How is my eGift Card order delivered?

For eGift Cards, your recipient will receive an email that contains 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 to you offer for eGift Cards?

eGift Cards are delivered via email.

When will my recipient receive their eGift Card?

Usually, the eGift Card will be delivered within minutes, but sometimes it can 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 which could add to the delivery timeframe.

Are Physical Gift Cards embossed?

The Physical Gift Cards are not embossed.

How is my Physical Gift Card packaged and delivered?

Physical Gift Cards can only be shipping to the shipping address provided at the time of purchase. They arrive 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 contents.

How long does it take to receive my Physical Gift Card order?

Once payment is cleared (usually within minutes), it will take up to 3 business days to fulfill your order. Delivery timing is dependent on the shipping method you select at checkout.

What delivery options do you offer?

We offer delivery options ranging from 5-10 business days to 2-4 business days. Freight charges will be quoted based on the size of the order and the delivery method selected.

What methods of payment do you accept?

We accept Visa, MasterCard, and American Express.

What countries can I purchase my Prepaid Phone Cards from?

You can purchase an eGift for your mobile phone from any country that allows access to the giftcards.kroger.com site. However, the site only accepts transactions in U.S. dollars and only allows refills on prepaid phone numbers in the U.S. dialing plan.

How quickly will I receive my Prepaid Phone Cards?

It can take up to 4 hours for you or the recipient to receive the card. You will apply the card to the carrier’s account and follow your carrier’s process in refilling the card.

What if my wireless carrier is not listed...can I still purchase my Prepaid Phone Cards?

Although you cannot refill your phone unless your carrier is 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.

Can I purchase a Prepaid Phone Cards for my friend’s or family’s phone(s)?

Yes, you can 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 applied to the account.

How much does it cost?

You select the amount you want to purchase for the carrier. Before you pay, you can review details of the total amount due and any other charges.

Can I get a receipt for an online purchases?

After your transaction is complete, the confirmation receipt will be displayed at the end of the purchase. You can print this page to use as a receipt.

What payment type can I use for online purchases?

Currently you can use Visa and MasterCard, credit or debit.

Can you purchase Prepaid Phone Cards as a guest?

Yes, you can purchase airtime as a guest. Your eGift will be sent to you after your purchase has been completed.

Can I set up an automatic credit card payment?

Unfortunately, we are not offering automatic refills.

What should I do if I see unauthorized charges on my card from Giftcard.kroger.com?

Giftcards.kroger.com does not store your credit card information. If you see unauthorized charges from GIFT CARDS, you should contact your bank immediately as your card may have been compromised.

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

Please contact customer service.

Can I get a refund for the remaining money I had on my lost or stolen phone?

There are no refunds on airtime purchases or minutes. Please contact your carrier.

Will tax apply to my purchase?

Yes, the tax rate is based on the billing address provided.

What if my transaction did not go through?

If your transaction 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, not enough funds in the account, the card being flagged as fraudulent or stolen, or the card being expired. Please contact your bank if any of these options sound possible. If not, please send us an email including your name, phone number, carrier, email address, and billing address to Customer Service.

What is the Card and how do I use it?

The Card is a Visa® Gift Card that can 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 also suggest that you write down the Card number and Customer Service number from 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 make will automatically be deducted from the value on the Card.

Do I need to register my Card for online, mail or telephone purchases?

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

Do fees apply after my Card was purchased?

Yes. If you do not use your Card for 12 consecutive months, we will charge a Maintenance Fee of $4.95 on the first day of each month that follows (starting with month 13) until you use the card again. At that point, we will wait until 12 more consecutive months of inactivity occur before charging the fee again. If you don’t use your Card for an extended period of time, these fees may lower or even exhaust the balance of your Card before the “valid thru” date has passed. You may avoid this fee by making regular purchases with your Card. There is also a Lost/Stolen Card Replacement Fee of $5 to replace a lost or stolen Card, so please safeguard your Card. This fee does not apply to replacement of an expired Card.

Do the funds on my card expire?

No, the funds on your card do not expire.

Does my card expire?

Yes. Your card will no longer work when the remaining value is equal to $0 or the “valid thru” date printed on the front of your Card has passed. If funds still remain on your Card after the “valid thru” date, please call the Toll-Free Customer Service Number at the top of these FAQ to have a replacement Card with an updated “valid thru” date issued and mailed to you at no cost. The balance on the replacement Card will be equal to the balance on your discontinued Card.

Can value be added onto my card after it is purchased?

No, your card is not reloadable.

What if my purchase is greater than the value available on my card?

You must advise the merchant how much is available on your Card. The merchant may be able to complete a split tender transaction and charge the Card for the available balance. The remaining amount of your purchase would require another form of payment.

Can I use my 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, however, 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 Card, it 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 thirty days after your stay to have any excess amounts held by the hotel added back to your available balance.

Can I use my card to pay at the pump at gasoline stations?

The ability to use your card to pay at the pump will vary by merchant. We recommend that you prepay for gas inside at the register to avoid an authorization hold on your funds for more than the purchase amount.

Can I use a PIN for debit transactions with my gift card?

Yes. If you wish to make PIN debit purchases, you may obtain a PIN by visiting the Website at www.giftcardmall.com/mygift or calling the Customer Service Number. Note the PIN can only be used for purchases and cannot be used to obtain cash at ATM’s or cash back with a purchase.

What if my purchase is larger than the value available on my card?

If your purchase is larger than your balance, advise the cashier to swipe your card for the exact amount available on the card. Then pay the remaining balance with another form of payment. Some merchants require the balance to be paid in cash.

My internet purchase was declined even though there was a sufficient balance - but my 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 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's security policies and cannot reverse or overrule a decline based on the merchant's security policies.

How are merchandise returns processed?

Depending on the merchant, merchandise returns may be refunded directly back to your card, so be sure to keep it until you are sure you will not need it. Please note, merchandise return and refund policies vary by merchant. If the merchant issued a credit, it can take up to seven days to be added to your card. If the merchant voided or canceled the transaction in their register, the funds could be on hold for up to 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 to determine when your card has been credited for the return.

If my card is lost or stolen, how do I report it?

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

Issuing Statement

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

What are common gift card scams that I must be aware of as a consumer?

Below are some of the most common scams that may impact a consumer and cause financial loss through purchasing gift cards. Upon activation at the register, all gift cards should be considered the same as cash or bank account information by the consumer. Gift card numbers and pins should not be shared with anyone that is not authorized to use those funds.

IRS Tax Scam – You receive a call from someone claiming to be from the IRS who says that back taxes are owed immediately, directing you to pay with gift cards. The calls appear legitimate because the scammers often use spoofing technology that makes it seem as if they are calling from an IRS phone number.. If this occurs hang up and call the IRS directly at (800) 829–1040 to verify if you owe any back taxes.

Family Member Scam – You are contacted on social media by a relative or close friend who needs money urgently because he/she has been detained in a foreign jail, needs emergency treatment, or is in danger. Call this person or verify the legitimacy of the situation through a common contact or by calling the person who contacted you on social media. Gift cards cannot be used for bail or to pay legal fees.

Lottery Scam – You receive a call stating you’ve won the lottery and to receive the prize, you are told to purchase a prepaid reload pack for a specified amount, often under the guise of paying the prize taxes.

What should I do if I find I am a victim of a gift card scam?

If you believe you are a victim of a gift card scam, report it to local law enforcement. You may be able to recover funds by contacting the card issuer’s customer care department – contact information for the customer care department is generally listed on the back of the gift card. This is the quickest way for your case to be addressed. If you purchased your card from a Kroger Family of Stores location, you can contact Kroger Customer Relations Center at 1-866-544-8062 and select the option for “Prepaid Cards” or email paymentsupport@kroger.com with your name, phone number, loyalty number, and a description of the issue and we will open up an investigation.

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