| the Red store | ||||||||||||||||||||||||||||||||||
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Do I need an Elevate account to earn points through the Red store? Yes. If you don't already have one sign up instantly. Click here to sign up. |
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Do I have to have "cookies enabled" on my computer in order to use the program? Yes, that is the only way for us to get the information we need from the merchant so we can apply the points to your account. Check the help section of your browser for information on how to enable cookies. |
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Do I need to mail anything to Virgin America to get my points? No, points are posted automatically. |
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When will my points be posted to my account? Points will be posted within 6-8 weeks from the date your product is SHIPPED from the merchant. |
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Where can I view the Elevate points I've earned from the Red store? Your Elevate point balance can be viewed online at www.virginamerica.com. |
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Will I receive Elevate points if I return or exchange the merchandise? Points are not awarded for returned or exchanged merchandise. If points have been awarded for a transaction where the product is later returned or exchanged, points will be deducted from the member account. |
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Do I earn points for anything I buy? Some retailers do not offer points for certain products and services such as gift certificates or gift cards. Also, taxes and shipping fees are not eligible for points. You can get specific details on the information page for each merchant on the Red store website |
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Can I earn Elevate points if I shop with the merchant without going through the Red store? No, you must follow the exact steps as outlined online for the Red store. |
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If I am just browsing and don't make a purchase can I go back directly to the merchant at a later date and receive Elevate points? No, you must come back to the Red store website and click through the links for that specific merchant to earn points. |
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Can I earn Elevate points if I shop at a brick and mortar store of a merchant that participates in the Red store? No, you must follow the exact steps as outlined for the Red store. |
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Should I keep the confirmation number I receive from the merchant? Yes. That information will be helpful in case there are any customer service issues related to your purchase. |
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What if I have a problem with the merchandise or merchandise delivery? All merchant-related questions should be directed to the merchant where you purchased the product. |
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I received the error message "Invalid Elevate Number". What do I do? Please visit www.virginamerica.com and login to your Elevate account with your email address to obtain your Elevate number. If you are still having issues, please call Virgin America at 1.877.FLY.VIRGIN (1.877.359.8474) between the hours of 3:30am - 11:30pm Pacific Time and they will assist you. |
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Can I redeem Elevate points for merchandise from the participating merchants? No. This program is for earning points only. |
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Do merchants in the program change? Merchants can be added and deleted from time to time without notice. |
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Do you share any of my personal information? We follow standard accepted industry procedures for handling personal information. If you have any questions, please read our Privacy Policy. |
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Can I go shopping and give my points to someone else? Points will be awarded to the holder of the account number you provide, so you can enter someone else's Elevate number and they'll receive the points. Once a transaction is completed, points may not be transferred to another account. However, you may use your points to redeem awards for anyone you choose as long as you follow the Elevate terms and conditions. |
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I'm an international user, can I shop at the Red store? Not all merchants ship outside of the United States. Please check with each merchant's "Help" or "FAQ" page regarding international delivery before completing a purchase through the Red store. |
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| onboard shopping at the Red store | ||||||||||||||||||||||||||||||||||
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Will I earn Elevate points with my featured product purchase? Customers will earn 4 Elevate points for every $2 spent on qualifying merchandise via the Red store's onboard shopping section. |
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What credit cards do you accept? We accept Visa, MasterCard, American Express, Discover Cards, JCB and Diners Club Card. |
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How is my order shipped? Delivery times may vary, but most items will be delivered within 7 to 10 business days. Larger items may take 4-6 weeks for delivery. |
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Can an order be shipped to more than one address? Each order must be shipped to a single address. If you want to ship items to multiple addresses you will need to complete multiple orders. |
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What happens if my order is on backorder? Our vendors typically maintain stock on all of their items. However, there are times when things run out. We do our best to verify availability, and to notify you of any known delays that would affect the timely processing of your order. Available merchandise will be shipped immediately upon processing with any out of stock or backordered merchandise to be shipped separately upon availability. You may request to cancel your backordered merchandise. |
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What if I need to cancel an order? Our first priority is to ensure that your items are shipped in a timely manner. When an order is placed for an onboard shopping product and all of the billing and shipping information has been accepted by the system, the order is immediately conveyed to the supplier for shipment. Because of this, we are unable to adjust an order for any reason. |
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Can I add items to an existing order? Our first priority is to ensure that your items are shipped in a timely manner. When an order is placed for an onboard shopping product and all of the billing and shipping information has been accepted by the system, the order is immediately conveyed to the supplier for shipment. Because of this, we are unable to adjust an order for any reason. To purchase additional items, you will need to complete another order. |
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May I return a product for a refund? If you are not completely satisfied with your purchase from the onboard shopping section of the Red store, please follow the return instructions included in your merchandise package(s). Ship the item(s) within 30 days of the date on your invoice, in the original package using a carrier that provides tracking services. Upon receiving verification of the return from the merchant, SkyMall will promptly issue a refund for the amount of the merchandise to you less a 15% restocking fee. If your shipment does not include instructions, please call 1.877.8595.RED and we will provide the information you need. |
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To make a return: You will receive specific return instructions with the item. Be sure to save all packing slips and other materials. |
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| Check the packing slip for a return address and procedures. | ||||||||||||||||||||||||||||||||||
| If necessary, obtain a return authorization number by calling the number provided on the packing slip. | ||||||||||||||||||||||||||||||||||
| Ship all items postage paid and insured. Shipping and handling charges are not refundable. | ||||||||||||||||||||||||||||||||||
| If you are returning the item, we will credit your credit card once your return has been received, less a 15% restocking fee. | ||||||||||||||||||||||||||||||||||
| If you have any questions or require any assistance with a return, please don't hesitate to contact our Customer Care Center by email or by calling 1.877.8595.RED. | ||||||||||||||||||||||||||||||||||
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Do you charge tax? Tax is charged for orders shipped to all states where such taxes are applicable. The amount of tax charged is based on current state and local tax rates. Tax will be charged on all merchandise. Some states require that tax also be charged on shipping and handling. Tax will not be collected on orders shipped to the following states: Alaska, Delaware, Hawaii, Montana, New Hampshire, and Oregon. |
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| State and local tax rates are subject to change at any time. | ||||||||||||||||||||||||||||||||||
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What are the delivery charges? |
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| Some items may require additional shipping costs and delivery time due to weight. Shipments to Alaska, Hawaii and Puerto Rico require an additional delivery charge. Due to the unique nature of the item, some products cannot be shipped to Alaska, Hawaii and Puerto Rico. | ||||||||||||||||||||||||||||||||||
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Rush Delivery Rush delivery is not available for orders placed via the Red system inflight. For orders placed online (not via the Red system in flight) delivery in 2 to 4 business days is available on most merchandise. An additional charge may apply and will be calculated at checkout. Some products require expedited shipping due to size, weight or the perishable nature of the product. Additional charges are listed on the product detail page. |
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