[Program Name]

Frequently Asked Questions

Please take a few minutes to read through the Frequently Asked Questions of the My Mortgage GiftSM program.

Ordering

How do I place an order?

It's just 4 easy steps:

  1. Review our gift selection.

  2. Select an item.
    Once you have found an item you would like to order, simply click on the award. Once you have clicked on the award, you will be taken to a screen showing you the product description. Next click on the Check Out button to begin processing your order.

  3. Verify your shipping information.
    Work and Home Phone – Please review your phone numbers, if needed, a call will be made to arrange for the delivery of your gift. Otherwise, please add home and work phone numbers where we can reach you in case we need to discuss your order. Important Note: It is important to confirm we have the appropriate and correct phone and shipping information as incorrect information can cause delay or loss of your item.

    • Shipping Address - We regret we are unable to ship to P.O. Box addresses. Award Headquarters has already populated your shipping address for you. Please confirm the address by clicking on the button to the left hand side of the address information.
    • Email Address – Please include your email address to receive order confirmation and order shipping and tracking information.

  4. Review your order information.
    Please review the shipping information, contact phone numbers, and gift selection for accuracy. Once you have finalized your shipping information, click on Complete Order.

Will I receive a confirmation of my order?

When a valid email address is provided,

  • You will receive an email confirmation within a few minutes of placing your order.
  • Your email confirmation will contain your order number, a product number and product description. Please have this information available if you need to contact us about the status of your order.
  • We may also use your email address to provide you with shipping information or other product updates (back ordered or a product substitution option).

What are the gift choices?

Gift selections can be viewed by entering your 10 digit coupon code in the space above the "View Only" button on the login page at www.mymortgagegift.com. You will be redirected to a PDF containing the available award options.

Who is eligible to receive the offer?

Borrowers may be eligible to redeem this Coupon after closing on a participating new purchase or refinance loan secured by a first mortgage or deed of trust with Wells Fargo Home Mortgage (New Loan) as specified above, subject to qualification, approval and closing. This Coupon is not available with any Wells Fargo Three-Step Refinance SYSTEM® program, the Relocation Mortgage ProgramSM or the HOME program. This Coupon cannot be redeemed with any other promotion, discount, or rebate. Only one gift permitted per New Loan. This Coupon is void where prohibited and is transferable, subject to the terms herein. The Coupon promotion is valid when borrowers apply for their New Loan between specific dates as printed on the Coupon. Redemption period ends 360 days after your New Loan fund date. This Coupon is subject to change or cancellation with no prior notice. Lost coupons or authorization codes are not replaceable. Gifts may constitute taxable income. Federal, state and local taxes, and the use of the Gift not otherwise specified herein are the responsibility of the Gift recipient. Wells Fargo Home Mortgage is a division of Wells Fargo Bank, N.A. ©2009 Wells Fargo Bank, N.A. All rights reserved.

How long will I have to make my gift selection?

As an Eligible borrower you will have 360 days after your New Loan fund date to select your gift, after which it will expire.

Can I have the gift shipped to a different address?

Gifts may be sent to your choice of address. However, the Ship To name in the checkout process cannot be changed for verification purposes. During the checkout process please be sure to review your shipping address to ensure proper and prompt delivery of your gift.

Do I have to pay shipping charges?

No additional charges will be added to your order, but PLEASE BE SURE TO CHECK YOUR SHIPPING ADDRESS. You are responsible for making sure the delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. We cannot be held responsible for the shipment of gifts to an incorrect address regardless of the delivery method used.

Are there any considerations, or extra shipping if I reside, or ship, my order outside of the contiguous 48 United States?

Unfortunately, not all products can be shipped outside of the contiguous states. Please contact Award Headquarters before ordering to determine availability, shipping procedures, and estimated shipping time.

What do I do if I have a question about my order or if I do not receive my order?

  • You can track your order by logging back into My Mortgage Gift website https://mymortgagegift.com using the log in codes previously provided to redeem your My Mortgage Gift Coupon, which are: coupon code, last 6 digits of your new loan #, and new loan property zip.
  • Upon log in you will be able to view your order status or track your shipment.
  • For additional questions, please click on the 'contact us' link toward the top of the screen for phone and email information.

Do I have to order my gift today?

You may review the gift options as often as you would like, provided it is within the 360 days after your New Loan fund date. Remember, you must claim your gift from the selection provided within 360 days of your New Loan fund date. See comments in "How long will I have to make my gift selection?"

Is there someone that can give me more information about the gift selections?

Yes, our customer service team would be happy to provide you more information about a specific product you see in the gift selection. Please the Contact Us link for phone and email information.

How will my order be shipped?

Merchandise orders:
Our gift selection is sourced from a variety of locations and will arrive via a traceable method (typically ground service) from carriers like UPS or FedEx depending on availability in your area. Overnight and two-day deliveries are not included. Products can take up to two weeks for fulfillment and shipping. If you are ordering for a specific occasion, please place your order early to avoid any delays.

PLEASE BE SURE TO CHECK YOUR SHIPPING ADDRESS. You are responsible for making sure the delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. We cannot be held responsible for the shipment of gifts to an incorrect address regardless of the delivery method used.

PerformancePlus Award Card
All PerformancePlus award cards are sent via the U.S. Postal Service. Award cards will arrive in a standard, white security envelope with "Program Headquarters" as the return address. Please watch carefully for your PerformancePlus Award Card to ensure that it is not discarded by accident. There is a $10 card replacement fee that will be charged on each lost/stolen card. This amount will be deducted from the balance on the replacement card. When replacing a stolen card, it is recommended that you provide your P.O. Box number for U.S. Postal Service delivery. Please see the PerformancePlus Award Card Terms and Conditions included before ordering.

How long will it take to receive my order?

Shipping times vary by product but typically arrive within 5-7 business days but may take up to 10-12 business days from the time the order is placed. If an e-mail address was provided, an e-mail will be sent with shipping and tracking information once it becomes available. If we experience any shipping delays you will be contacted directly via email or phone for product updates. If your order does not arrive within these time frames, please contact Award Headquarters by clicking on the Contact Us link.

During the holiday seasons, please place your order early to avoid any delays. You can expect arrival of your order within 2-3 weeks, during seasonal times. We strongly recommend you place your order by November 10th in order to avoid any delivery issues.

What is the return policy if I am dissatisfied with the item?

Returning Merchandise (not Damaged or Defective):
Your complete satisfaction with your gift selection is important to us. Returns are welcomed, no questions asked, within 14 days of receipt All products must be returned in the original packaging along with all packaging and instructional materials. Return shipments must be sent via a traceable method and include shipping insurance for the value of the item.  All return shipping charges are the responsibility of the person returning the item. Credits for returned items will be issued back to your account upon confirmation that the item being returned is in acceptable condition.

Exceptions and Considerations for Returning and Exchanging Merchandise:

  • Food/gourmet items including all edible items such as steaks, meals, fruit, candy, nuts, etc. and gift clubs such as wine, etc. cannot be exchanged or returned. If you have a concern regarding the quality of these products please contact us and we will consult the manufacturer for resolution.
  • Due to federal regulations, gas powered tools and equipment may not be returned or exchanged if they have been used.
  • Due to manufacturer restrictions, desktop and notebook computers may not be returned or exchanged. Please contact the manufacturer directly or Award Headquarters for repair assistance.
  • Any product missing the serial numbers or UPC will not be issued credit at any time.
  • Any product that has been opened and used cannot be returned.

Returning Damaged or Defective Merchandise:

If your product is damaged in transit, or parts are missing and the shipper is still present, please take the following steps:

  • Refuse shipment and write on delivery receipt "Refused Due to Damage".
  • Ask the driver to sign the receipt.
  • Immediately call Award Headquarters to explain and document the issue. Ask for assistance with ordering a replacement.

If the item was left at your address, please take the following steps:

  • Call Award Headquarters IMMEDIATELY – see Contact Us. We will guide you through:
  • Contacting the carrier for a damage inspection.
  • Upon completion of inspection, the carrier will give you a receipt and return the gift to the shipper.
  • Retain a copy of the receipt for your records.
  • For return of products accepted without inspection, you may be responsible for the return shipping cost.
  • Products must be returned in the original packaging along with all packaging and instructional materials.

Exceptions and Considerations for Returning Damaged or Defective Merchandise:

  • Due to federal regulations, gas powered tools and equipment may not be returned or exchanged if they have been used. Please contact the manufacturer directly or award headquarters for repair assistance.
  • Due to manufacturer restrictions, desktop and notebook computers may not be returned or exchanged. Please contact the manufacturer directly or Award Headquarters for repair assistance.
  • Some manufacturers will provide refurbished replacement product for returned merchandise.

Warranties:

If after opening your gift and using it, you find that the item is not working, please contact the warranty or manufacturer's technical support line found in the owner's manual. Often by calling the support line, the problem can be resolved over the phone.

All gifts are subject only to the manufacturers' standard applicable warranty, with claims and adjustments being the sole responsibility of the manufacturer. Refer to the warranty information packed with your gift and retain the packing slip as your proof of purchase. Award Headquarters specifically disclaims any implied warranties.

Where do I send correspondences?

Please see the Contact Us link for more information.

Will gift selections remain the same?

Product availability is subject to change. Product features and specifications can change and we will make every attempt to keep product description as up to date as possible. While every attempt is made to ensure accuracy, errors can occur during publication and we reserve the right to amend selection at any time.

What will I receive with each Gift Package shipment?

Your gift package will contain the item you have selected along with a packing slip and any other product specific information (owner's manual, product warranties, etc.).