Instructions: How to Redeem for Merchandise
Step 1: Browse through the product catalog by clicking the shopping categories listed or by typing a keyword into the search box (located at the top right corner). You may also do an advanced search to search by brand or other product attributes.
Step 2: Find more detailed information about each product by clicking on the image of the item. Each product page includes a larger, close-up image of the product, a brief description of the item detailed product information.
Step 3:Add an item to your shopping cart by clicking the "Add to Shopping Cart" icon. Once you have added an item to your shopping cart, you may continue to shop, proceed to the checkout page, or remove the item from your cart.
Step 4:When you are finished shopping, click on the secure "Proceed to Checkout" link and fill out your shipping information in the appropriate fields. Once you have completed this form, click on the "Continue to Checkout" link to confirm your shipping information.
Step 5: After you have reviewed all of your information and are certain you would like to redeem for the selected product's), click on the "Finish Order" icon to complete your order and receive your order number. Please print out or save this order number for your personal records.
I am looking for a specific item, but after browsing through the categories, I cannot find the item I am looking for. Is there another way to search for an item?
There are two ways you can search for an item. First, you can use the General Search box, (which is located on the upper right side of the homepage), where you can type a brand name or keyword. If you still cannot find a specific item after using the General Search, you can narrow down your search using the Advanced Search feature. This feature is located below the General Search box and allows you to search by category, brand name, product value, or keyword.
I would like to cancel my order. How do I do this?
Please contact Mileage Plus Rewards directly at 1-866-322-4579 or via email at MileagePlusRewards@united.com. If your order has not yet shipped, we can arrange to cancel your order and refund your miles within 1-2 weeks of the date of cancellation.
When is a Customer Service Representative available to assist me?
The Customer Service Team is available from 9:00 am to 5:30pm EST, Monday to Friday. Any requests received outside of these hours will be responded to by 10am EST on the following business day.
What is your Refund or Return Policy?
Any shipment deemed to be damaged or defective within 30 days of shipping can be returned to us for a replacement only.
What should I do if my shipment arrived damaged?
If a product reward arrives visibly damaged, please refuse the product upon delivery and notify Mileage Plus Rewards at 1-866-322-4579. If the delivery has been finalized (left at door by UPS or signed for) please contact Customer Service at 1-866-322-4579 to arrange to start an investigation/claim with the delivery company.
I refused a shipment due to damages, when will my replacement order ship?
Please notify the Customer Service Team immediately at 1-866-322-4579 or email us directly at MileagePlusRewards@united.com. Once we have been made aware of the refusal, we will follow the shipment and issue a replacement order within 24 hours of the product being returned to us.
I received my reward but I am not satisfied with it. What can I do?
Product rewards may not be returned or exchanged unless proven to be damaged or defective, and must be returned within 30 days of delivery.
What do I do if I have returned and item because it was damaged?
A return authorization (RA) number is required for all returns. Any shipments returned to our office without such authorization will not be credited or replaced. Please contact Mileage Plus Rewards at 1-866-322-4579 or via email at MileagePlusRewards@united.com to request an Return Authorization number prior to sending this back to us.
How do I return an item if it is damaged or defective?
We will accept returns as long as the item has been deemed to be damaged or defective, within 30 days of delivery. Please contact us directly at 1-866-322-4579 or via email at MileagePlusRewards@united.com to request a Return Authorization number and schedule a return. All items must be boxed and packaged safely for shipping and include the original packaging (with the exception of Velvet Glove Service), batteries; cables, remote controls, etc.
A call tag was issued to pick up a damaged/defective reward. How do I know if it has been returned to your office?
When a call tag is requested, we will confirm the call tag number on our response. This call tag number can be tracked with UPS (with the exception of Velvet Glove/Truck Shipped items) by calling 1-800-PICK-UPS or by logging into their website, www.ups.com.
A Return Authorization was issued to return my gift, but I continue to miss UPS when they come to pick it up
UPS will make 3 attempts to pick up the reward from you once they receive our request. UPS picks up packages during business hours only, Monday through Friday. If the package is not available for pick up on UPS's first attempt, UPS will leave a note indicating when they will be pack to pick up the package.
How do I get a Proof of Purchase for my order?
A proof of purchase is not automatically included with our shipments. If you would like to receive a Proof of Purchase for warranty or repair purposes, please contact Mileage Plus Rewards directly at 1-866-322-4579 or via email at MileagePlusRewards@united.com to request a receipt. We will gladly prepare this and mail, fax or email the receipt to you upon request.
I did not receive a receipt or packing slip in the box with their reward. Can you please send one?
Packing Slips are not automatically included with shipments from Brainstorm. Upon request, we can mail, email or fax a proof of purchase.
If an order has been returned due to damage/defective, how long will it take for a replacement order to be shipped?
Replacement orders can only be entered and shipped to a client, once the original shipment has been returned to us. Once the original shipment has been returned, a replacement order will be entered within 24 hours and then shipped within 5-7 business days.
I want to return a shipment; where do I send it?
Brainstorm Logistics, LLC., is located at 19 Chapin Rd., Bldg B, P.O. Box 2024, Pine Brook NJ 07058. Returns will only be accepted if they have a Return Authorization number (RA) listed on the box.
Can we ship to PO Boxes?
We cannot deliver to P.O, A.P.O., or F.P.O. boxes. Merchandise rewards can only be shipped to addresses in the 48 contiguous United States.
Once an order is placed, how long will it take to arrive?
Merchandise will be delivered to your door within 3-4 weeks of placing the order, with the exception of items requiring Velvet Glove Service. Please allow 6-8 weeks for delivery of Velvet Glove Service items unless otherwise specified.
What items is Velvet Glove Service available on?
Velvet Glove Service is available on select items (miles indicated include reward and Velvet Glove Service). All truck shipped items will be delivered via Velvet Glove service. Our Velvet Glove crew will deliver your reward to your home, bring it into the house, unpack it in the room of your choice (access permitting) and take away all packaging materials. They will not install or set up your reward for you.
What additional information is required for merchandise that includes Velvet Glove service?
A daytime telephone number must be provided for orders that require Velvet Glove Service. Delivery appointments are available Monday through Friday, 9am to 5pm only. Any delivery appointments outside of this time frame, may incur additional charges that are the sole responsibility of the participant.
I ordered 3 items and only received one of them? Where are the other 2?
Items ordered at the same time may arrive separately. Items are shipped as soon as they become available from the manufacturer.
I live outside of the 48 contiguous United States. (Hawaii, Alaska, Puerto Rico). How can I order my gift?
Orders can be shipped outside of the 48 contiguous United States on an Exception Only basis. Please contact us directly with the information and we will request an exception on your behalf. Please note that additional shipping charges may apply, and not all items can be shipped outside of the contiguous United States.
I ordered an item that is shipped by a trucking company and they didn't put my gift together for me?
Velvet Glove shipments include delivery to your room of choice (access permitting), unpack and removal of debris. The delivery company will not assemble or install your gift for you. Additional charges for this service may apply, and are the sole responsibility of the participant.
The balance of my account is incorrect. I should have more miles? What do I do?
Please contact United Airlines Mileage Plus Customer Service center at Mileage Plus customer service
Account questions: 1-800-421-4655
Password support: 1-866-209-3323 (U.S. only)
I would like to redeem for a specific item, but I do not have enough miles. What can I do?
Customers can purchase miles through June 30, 2009. Customers can purchase up to 40,000 Mileage Plus miles per calendar year (either through gift or purchase). Personal Miles cost US $0.0275 per mile for purchases of 5,000 miles or less and U.S. $0.0250 per mile for purchases of more than 5,000 miles. In addition, an applicable 7.5% Federal Excise tax and a US $30 per transaction processing fee apply. Personal Miles are non-refundable and non-transferable. Your credit card will be billed immediately for this transaction. Please allow three to five business days for your Personal Miles to be credited to your Mileage Plus account. For full Mileage Plus purchase miles program please visit: http://www.ualmiles.com/PersonalMiles.jsp
I placed my order 2 weeks ago, but I haven't received it yet. Where is it?
Please note that all items ship separately and are based on availability from the manufacturer. Orders will be delivered within 3 to 4 weeks from your date of order. If an item is not available, or becomes unavailable, we will contact you directly to notify you of the delay.
Why can't I see specific model numbers on the website?
All Model numbers are subject to change at any time without notice from manufacturers. As a result, you can contact our customer service department at 1-866-322-4579 or via email at MileagePlusRewards@united.com and we will gladly confirm the current model number for the item. United Airlines and Brainstorm Logistics is not responsible for pictorial or typographical errors.
I had previously seen an item on the website that I was interested in, but now I cannot locate it. Can I still order it?
If we are notified of any delays from manufacturers, or if we experience any backorders on products, we will temporarily remove the item from the website. Once the item is in stock and available again, it will reappear on the website. We apologize for any inconvenience or confusion this may cause.
I found the same item online that is cheaper than this website. Why?
Please note that the cost for each item does include shipping and handling and taxes.
|
