FAQ

How Do I Contact an @YourServiceSM Representative?  
@YourService Representatives can help you with all technical related issues, award item questions, shipping information, damaged or lost order questions. For lightning-fast service 9 a.m. to 5 p.m. CT, Monday through Friday (except major holidays) email us at: myrewardpoints@incentel.com

How Do I Search For Items In The Catalog?
You will see search tools located along the left-hand side of the page. You can search by Category, Key Word and Point values. Hit “Search” and you’ll be presented with the rewards that match your search criteria. You can use the Browse tool for less specific searches. Simply select the category you’re interested in.

How Can I Check The Status Of My Order? 
Yyou may check the status of any of the orders you have placed by phone or online. To check your order status online enter your Award Order Number and Zip Code. From here you will be able to see the reward item(s) status, and if your order has been shipped via a traceable method, a link to the courier's web page to track your own order.

Why Is The Tracking Information For My Order Not Available?
To speed delivery, shippers may not location-scan all of their shipments. When shipping volume is high, packages are processed in bulk, and the first time a package is scanned may be upon arrival at a regional hub near the destination, or even when the package is delivered. If you don't see any tracking data for your shipment, and the estimated delivery date has not yet passed, please do not be concerned. Digitally-delivered awards and Gift Cards by Mail awards are not shipped via a traceable method, therefore a tracking number will not be provided.

How Are Large, Heavy Or Oversized Items Shipped?
Certain heavy or bulky items shipping to select customer destinations may ship with one of our specialty shippers, such as ABF or CEVA or Pilot. When items shipped via our specialty carriers arrive at the local hub in your area, a representative from that facility will contact you by telephone to arrange a convenient time for delivery. You can expect the shipper to contact you within 7 business days of the ship date to make an appointment for delivery. The delivery service you will receive is called a “threshold delivery”; the agent will bring the item through the front door of the building (either front door of a house or garage, or front door of apartment building). An adult signature will be required at the time of delivery.

How Are Televisions 40" And Larger Shipped?
For televisions that are 40" inches or larger, we offer an enhanced delivery service through one of our specialty shippers, CEVA or Pilot. They will make special arrangements for the delivery of your order. Upon arrival at the shipper's local hub in your area, a representative from that facility will contact you by telephone to arrange a convenient time for delivery. You can expect a phone call from the shipper within 7 business days of the ship date. Upon delivery, they will bring the parcel into your home and unpack the item. You will need to inspect your television carefully for damage or obvious defects while the shipper is still present. If you discover any damage, please refuse delivery. An adult signature is required at the time of delivery.

Why Was My Package Undeliverable?
Occasionally packages are returned to us as undeliverable. When a carrier returns an undeliverable package to us, we will notify you and issue you a refund, but only if (i) it is not returned as undeliverable as a result of you refusing the shipment, which will be assessed fees that consist of the original shipping costs, return shipping costs and a 25% restocking fee which will be deducted from the amount of your refund, (ii) it is not returned as undeliverable as a result of you providing an incorrect shipping Address, which will be assessed fees that consist of the original shipping costs and return shipping costs which will be deducted from the amount of your refund and (iii) it is not returned as undeliverable as a result of Failed Delivery Attempts, which will be assessed fees that consist of the original shipping costs, return shipping costs and courier fees as a result of repeated delivery attempts. We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order. Please refer to the applicable product Terms and Conditions for more details. Carriers may deem a package undeliverable for one of the following reasons:

  • Incorrect Address
  • Carrier Does Not Deliver to the Address
  • Address Format
  • Other Address Problems: address label became illegible during the shipping and handling process, or that the carrier made a mistake and left the package at a different address then what was printed on the label.
  • Failed Delivery Attempts
  • Refused by Recipient

What if I want to cancel an item that I ordered?
All Reward redemptions are final and may not be cancelled. Please refer to the applicable Terms and Conditions for more details.

What do I do if my product doesn't work?
If the item seems to be defective right out of the box (not due to damage during shipment), please contact the @YourServiceSM Center at 1-866-388-3959 as soon as possible. We then can further instruct you whether to contact the manufacturer for assistance or provide you with and Return Authorization, depending on the circumstance. Please refer to the applicable product Terms and Conditions for more details.

Is my item under warranty?
All merchandise is warranted by the original manufacturer unless otherwise specified. Warranty periods will vary by manufacturer and item. Several major electronic manufacturers' policies require that you contact them directly for assistance regarding their products. These manufacturers will repair, return or replace them in accordance with their own policies. Please contact the manufacturer that is listed in your warranty card.

What do I do if an item I ordered is damaged or missing pieces?
Remember to inspect the delivered item as soon as you receive it. If the item arrives damaged or is missing pieces, please contact the @YourServiceSM Center immediately at 1-866-388-3959 and save the packing materials. Please refer to the applicable product Terms and Conditions for more details.

What happened to a certain item that was in the catalog yesterday but is no longer there? 
Due to new product introductions throughout the year, certain models are discontinued and replaced. Should this happen to an item you placed an order for, you will be advised of the situation by email and will have the opportunity to make an alternate selection.

The point value of the item I wanted has changed. Why did the points change?

Incentel™ converts all rewards into points in real-time, therefore your award offerings reflect price fluctuations and trends. If the price of an item declines, the points needed to redeem the item also declines. All point values are subject to change without notice.

What is the Return Policy?
For our full Return Policy and instructions on how to return an item, please see the “All Terms and Conditions" link at the top of the rewards website.