Frequently Asked Questions

• Registering for FedEx Rewards

  • When will I know if my registration was successfully completed?

    • Immediately after you complete the registration process, you will be logged into the My FedEx Rewards website. In addition, a confirmation email will be sent to the email address on file approximately one week after registration.

  • My friends want to join the FedEx Rewards Program. Is that possible?

    • Participation in the FedEx Rewards Program is by invitation only. FedEx customers interested in participating can send an email to LACcustsupport@getrewards.fedex.epsihost.com to review their eligibility.

  • My colleague would like to be added as one of the contacts who can access the My FedEx Rewards account. How can I add this colleague as a contact for the Program?

    • Right now, only 1 (one) fedex.com login per account can be used to access My FedEx Rewards. It is important to note that the individual listed as the primary contact in the FedEx Account will be deemed to be the authorized Member as defined in the FedEx Rewards Program Terms and Conditions.

  • Can I add another FedEx account number to the FedEx Rewards Program?

    • No. Only one (1) FedEx account can be linked to a FedEx Rewards Program membership. Shipments billed to a third party or paid by an entity other than the FedEx account on the Membership profile will not be eligible to earn Rewards Points.

• Managing your My FedEx Rewards profile

  • How is My FedEx Rewards profile information used?

    • Federal Express Corporation understands the importance of protecting the privacy of fedex.com users. The information collected is used to market and improve the services we and our subsidiaries offer, to improve the fedex.com and My FedEx Rewards website content, and to contact you with updates and promotions. 

      The terms of our Privacy Policy are available in the FedEx website of your country of residence and are also incorporated in the FedEx Rewards Program Terms and Conditions for your reference.

  • How do I update the My FedEx Rewards website profile?

    • To update your profile, please login to My FedEx Rewards and select "My Profile" in the “My Account” drop-down menu. Then, click on the ‘Edit’ link next to the ‘Contact Information’ heading. You will be directed to fedex.com where you will be able to update your account’s profile information. 

• Earning Rewards Points with FedEx Rewards

  • How do I earn Rewards Points?

    • Members start accruing Rewards Points from the date of registration in the Program. Points cannot be awarded for transactions made prior to enrollment date.

      Rewards Points are awarded only for Participating Shipments as indicated in the FedEx Rewards Program Terms and Conditions.

      Rewards Points will be earned and credited once the applicable transportation service charges have been billed to the FedEx Account linked to the FedEx Rewards Membership.

      Shipments billed to a third party or paid by any entity other than the FedEx Account number on the My FedEx Rewards profile will not be eligible to earn points. Any handling fees, surcharges, customs clearance fees or taxes and duties paid by a Member do not earn Rewards Points.

  • How can I view My FedEx Rewards point history?

    • To view your point history, please login to My FedEx Rewards and select "Account Summary" in the “My Account” drop-down menu. There you will be able to view details about your qualified transactions and point balance.

  • I am missing Rewards Points for eligible shipments. What should I do?

    • If for any reason, any Participating Shipment is not considered for the calculation of Rewards Points, it could be subject to an internal adjustment by FedEx, which will be made within the first calendar month following the date of shipment.

      If you believe there is an error, please email My FedEx Rewards Customer Service.

      Please note that requests for missing Rewards Points will only be accepted up to three (3) months after the date of shipment and may take up to 4 (four) weeks to be processed. 

  • Why do I see an “Account Suspended” alert when I login to My FedEx Rewards?

    • An “Account Suspended” alert means that your FedEx Rewards Membership has been suspended because the FedEx Account linked to the Membership is on cash. Consequently, no Rewards Points may be earned or exchanged for Rewards.

      Please contact your FedEx Account Executive or our FedEx Customer Service department for more information about your FedEx Account status.

  • How do My FedEx Rewards exclusive offers work?

    • My FedEx Rewards exclusive offers are available for a limited time only and are subject to additional terms and conditions.

      For your shipments to be tracked towards an offer goal, you must first activate the offer. You can do this by logging in to My FedEx Rewards website and clicking “Activate” on the offer.

      To see the offers available to you, please view the "Offers" section of the My FedEx Rewards website.

  • When do my Rewards Points expire?

    • Points expire 18 months after they were earned. They will expire automatically on the 1st day of every month based on the date of the transaction.

      Non-redeemed Rewards Points will be canceled without compensation at the time of expiration.

• Redemption of Rewards Points

  • How do I redeem my Rewards Points?

    • To redeem your points, log in and go to the "Rewards" section of the My FedEx Rewards website. Browse the items in the catalog and select an item to redeem. If you have enough points for an item, you can add the item to your shopping cart. You can then go to your cart to check out or choose to continue shopping.

      You will receive an email confirming that the order was received and another one when the order is shipped.

      All items will be mailed to the address listed on the primary profile. Rewards will be considered delivered once they are sent to that address. If the delivery address needs to be updated, please log into fedex.com and update your profile before you place your order. 

  • Can I use points from multiple My FedEx Rewards accounts to redeem?

    • No. Only the Rewards Points accumulated in the FedEx Rewards account used to place the order can be used to redeem a reward.

  • Can I transfer my points to another account or redeem my points for cash?

    • Rewards Points are not transferable and cannot be exchanged, sold, or redeemed for cash.

  • If I have a problem redeeming points for online merchandise, who can I contact?

    • Suspension of the Member's FedEx Account for past due payment will result in the suspension of the FedEx Rewards Membership and consequently no Rewards Points may be earned or exchanged for Rewards. Please contact your FedEx Account Executive or our FedEx Customer Service department for more information about your FedEx Account status.

      If your FedEx Rewards Membership is not suspended, please email a FedEx Rewards Customer Service agent for assistance at LACcustsupport@getrewards.fedex.epsihost.com. 

  • How quickly will my points be deducted from my account when I redeem a reward?

    • Rewards Points will be deducted immediately from the Rewards account once you place your order.

  • Where can I see my reward redemption history?

    • To view your reward redemption history, please login to My FedEx Rewards and select "Order History" in the “My Account” drop-down menu. 

• Selecting Items from the Rewards Catalog

  • I am looking for a specific reward. Is there any way to search for a reward?

    • You can use the search window on the Rewards catalog page.

      The search box is located near the statement "Do you know what you are looking for?". Enter your search words into the box and click the magnifying glass icon to search.

  • Can I order a reward item that is not listed in the catalog?

    • No. If the item is not in the catalog, then it is no longer in stock. 

  • Why do some rewards show a limited number available?

    • Some rewards have a limited existence. Reward orders are subject to availability and are fulfilled in the order in which they are redeemed. FedEx does not guarantee availability. 

  • How do I look for rewards within a specific point range?

    • Use the filters on the left side of the reward catalog page to optimize your search.

  • Can a FedEx Rewards Customer Service agent help me place an order?

    • No. Members must place their orders via the My FedEx Rewards website.

• Fulfillment and Shipping of My FedEx Reward Orders

  • Shipping and delivery questions

    • How do I track the status of an order?

      • You can track the status of your order by visiting the "Order History" section of the website. 

    • How will my order be shipped?

      • Your order will be sent via FedEx Express.

    • Is it possible to change the shipping address once the reward order is placed?

      • No. The delivery address cannot be changed after an order is submitted. Rewards will be considered delivered once they are sent to the address associated with your FedEx Rewards profile.

        To update your delivery address, log into fedex.com and update your profile before placing the order. Once the update is complete, log into the rewards website and submit your reward order.

    • Can you ship to multiple addresses?

      • No. Rewards will be shipped to the address associated with your FedEx Rewards profile.

    • Can you ship to postal boxes?

      • No. We cannot ship to postal boxes. If the delivery address associated with the rewards profile, is a postal box; please log into fedex.com and update your profile before placing the order. Once that is complete, log into the rewards website and submit your reward order.

    • Can items be wrapped as a gift?

      • No. We do not offer gift wrap service.

    • How long does it take for the order to arrive?

      • Please allow five (5) weeks for delivery of redeemed merchandise and gift cards. If “electronic” gift cards were ordered, they will be delivered to the email on file within seven (7) days upon receipt of the order.

        If you have any questions about the status of your order, please email FedEx Rewards Customer Service at fedexrewards.awardssupport@biwlatam.com.

    • Will all my items be sent at the same time?

      • Your items may be shipped separately. Once an item has been shipped, you will receive a confirmation email. 

  • Cancellations, Returns and Refunds

    • Can I cancel my order?

      • If you wish to cancel your order, please email FedEx Rewards Customer Service as soon as possible. Cancellation of the order is not guaranteed.
        

    • What is the return policy?

      • All valid redemptions for rewards are final. Once Rewards Points are redeemed, Rewards cannot be reissued or reimbursed for cash or Rewards Points or any other valuable gift, merchandise, or service. 

    • I received my order, but it is damaged/defective. Can I return it?

      • FedEx does not guarantee the quality or proper functioning of the Rewards, which may only be required from the manufacturer. Please email FedEx Rewards Customer Service at fedexrewards.awardssupport@biwlatam.com for information regarding damaged/defective items.

• FedEx Rewards Customer Service

  • What are the hours of operation of the FedEx Rewards Customer Service team?

    • The FedEx Rewards Customer Service team is available from 9:00 AM – 6:00 PM EST, Monday through Friday except for holidays*. Any request received outside those hours will be answered the next business day.
      

      *Holiday Schedule:
      New Year’s Eve	Closes at 5 pm EST	Labor Day (US)	Closed
      New Year’s Day	Closed	Thanksgiving Day (US)	Closed
      Memorial Day (US)	Closed	Christmas Eve	Closes at 5 pm EST
      Independence Day (US)	Closed	Christmas Day	Closed

  • How do I contact the FedEx Rewards Customer Service team?

    • For questions regarding your Rewards Account, the FedEx Rewards Program or the My FedEx Rewards website, please email LACcustsupport@getrewards.fedex.epsihost.com.

      If you have ordered a reward and have questions about your order, please email fedexrewards.awardssupport@biwlatam.com.