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Frequently Asked Questions



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*As of 11/14/19 – we have made changes to the login process on giftcards.kroger.com. You can now use your Kroger Family of Stores email address and password to safely and securely log in.*

How will the login changes affect me?

- If new to Kroger Gift Card Mall, you will be asked to create a new account on Kroger.com, if you don’t have an account already. The credentials used to create your account can be used on any of the Kroger Family of Companies* websites. Alternatively, you can check out as a guest, but you will not have the opportunity to earn fuel points as a guest user.

- If you have an existing Gift Card Mall account and an existing digital account on a Kroger Family of Companies* website, associated with the same email address, you will need to use the password associated with your Kroger Family of Companies* digital account.

- If you have an existing Gift Card Mall account, but do not have an existing digital account on a Kroger Family of Companies* website associated with the same email address, your login credentials will no longer work. You will need to create a new account on a Kroger Family of Companies* website with the same email address in order to access your Gift Card Mall account. Not to worry – all of your past purchase history and saved account information will remain in tact after your Kroger Family of Companies* digital account is created.

- If you have an existing Gift Card Mall account, and have an existing Kroger Family of Companies* digital account with different email addresses, you will either be able to access Gift Card Mall with your existing Kroger Family of Companies digital account credentials, or you can create a new account with the email address associated with your gift card mall account, so that you have access to your past purchase history and saved account information

When I attempt to log in, what am I being asked to authorize?

In order to provide you with a seamless login experience, we are asking you to Authorize Blackhawk Network to access your profile information (including email address, name, address and phone number) as well as your loyalty information. This allows you to use your Kroger Family of Stores login credentials and have your fuel points applied automatically when purchasing gift cards.

When I attempt to log in, nothing is happening. What can I do to troubleshoot?

If you are clicking on the log in button and nothing is working, try to disable any pop up blockers you may have turned on. If that is still not working, you can contact us for further assistance.

Where do I go to reset my password?

If you need to reset your password, you can do so by visiting https://www.kroger.com/account/forgot-password/

*Kroger, Ralphs, Fred Meyer, QFC, Fry’s Food, Smith’s Food and Drug, King Soopers, City Market, Jay C Food, Pay Less Super Markets, Dillons, Owen’s Market, Baker’s Plus, Gerbes

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® & MasterCard® Gift Cards

Is the U.S. Bank Visa® or Mastercard® Gift Card a credit card?

No. The gift card is a prepaid debit card carrying a fixed amount determined by the purchaser.

Can the Prepaid Visa® or Mastercard® Gift Card be used to get cash at an ATM?

No. You cannot use your card to get cash from an ATM or cash back when you make a purchase using the card.

Where can the U.S. Bank Visa® or Mastercard® Gift Card be used?

The U.S. Bank Visa or Mastercard Gift Card can be used to make purchases everywhere Visa or Mastercard debit cards are accepted within the United States.

Will I receive a statement?

You can view or print your transaction history on the Card Activity page online at prepaidgiftbalance.com.

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

No. Visa® Cards are not reloadable.

Are there fees associated with my gift card?

There are no inactivity fees for gift cards purchased on or after January 1, 2017. There is also a $5.95 fee to replace a lost or stolen card.

Does the U.S. Bank Visa® or Mastercard® Gift Card have an expiration date?

Yes, on the last day of the month and year printed on the front of the card.

What if there is a balance on the card when it expires?

You can call 1-888-853-9536 and we will send you a replacement card at no cost. We accept relay calls.

Can I reload my U.S. Bank Visa® or Mastercard® Gift Card?

No, the card cannot be reloaded.

What happens if my Gift Card is lost or stolen?

It is important to treat your card like cash. Keep all receipts in case of errors or unauthorized activity on your card. Need help? Want to report a lost or stolen card? Call us at 1-888-853-9536. We accept relay calls.

Why should I register my card?

We strongly encourage the recipient of the Prepaid gift card to register their card online or calling Customer Service at 1-888-853-9536. Your card must be registered to obtain a replacement card. When you register your Prepaid Gift Card you may also use your card for internet, mail and phone order purchases.

When will I receive my PIN to activate my Gift Card?

Your PIN mailer that contains your activation PIN along with your PIN to use with Debit Card Transactions will arrive 2 days after your Gift Card. Remember to activate your gift card online at giftcardkey.com or 1-877-233-4633 prior to using your gift card.

I ordered multiple gift cards in my shopping basket. How do I match the gift cards to the activation PIN mailers?

Look for the 4 digit CARD ID # located in the top left hand corner in the address window of the gift card carrier and the activation PIN mailer the last 4 digits of the gift card with the corresponding activation PIN mailer.

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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