MEMBER REWARDS FAQ

Q: Who is eligible to earn Member Rewards points?

A: Members with a Rewards Mastercard® or an Investment Checking and Debit Mastercard earn points for everyday purchases.

Q: How do I earn points?

A: You'll earn 1.5 points for each dollar you spend with your Rewards Mastercard. You'll earn two points for every eligible transaction with your Investment Checking debit card. Please review the program's terms and conditions for more information.

Q: Which transactions do not earn points?

A:

  • Cash Advances and any kind of equivalents, such as ATM transactions, money orders, prepaid gift cards, traveler’s check and wire transfers.
  • Balance transfers.
  • Disputed transactions.
  • Fees and Finance Charges.
  • Gambling transactions.
  • Returned purchases.

Q: Where can I find my available points balance?

A: Your current available points can be found at the top right of the Member Rewards redemption website.

Q: Will my points ever expire?

A: No, your points will never expire.

Q: Are there any fees for participating in the Member Rewards program?

A: There are no fees to participate in the Member Rewards program. However, there may be fees associated with certain redemption options. Please review the terms and conditions for more information.

Q: Can I transfer my points to someone else or a different SchoolsFirst FCU credit card?

A: No, your points can't be transferred.

Redemption

Q: How do I place my redemption order?

A: To redeem your points for merchandise:

  • Use the Member Rewards redemption site.
  • Contact the Member Rewards Redemption Center at (833) 251-6392.

Q: If I need help with my redemption, who do I contact?

A: The Member Rewards Redemption Center at (833) 251-6392. Representatives are available Monday – Friday, 7 a.m. – 7 p.m. PST, or Saturday – Sunday, 6 a.m. – 4 p.m. PST.

Q: Are there additional conditions for redeeming points?

A: To redeem points, the account must be open and in good standing.

Q: What happens to my rewards if the account is closed, canceled or terminated? 

A. In most cases, the points are forfeited when the account is closed, terminated or cancelled for any reason other than voluntary closure or inactivity. 

Q: I closed my account voluntarily; can I still redeem my points?

A: Yes, you have 90 days to redeem your points from the day you close your card voluntarily. You must call the Member Rewards Redemption Center to redeem your points. Online redemption will no longer available after you close your card.

Shipping

Q: Can I ship to an address outside the United States and its territories?

A: No, items can only be shipped within the United States and its territories.

Q: Will I be charged for shipping?

A: Merchandise shipped by USPS is available to all U.S. territories at no charge. Items being shipped to Alaska, Hawaii, Puerto Rico, Guam and the U.S. Virgin Islands will have an additional freight charge.

Q: Can I have my order shipped to a P.O. Box?

A: Gift cards and Mastercard Prepaid Cards can be shipped to a P.O. Box mailing address. Merchandise must be shipped to a physical U.S. mailing address to ensure proper delivery.

My Order

Q: How can I check on the status of my order?

A: Please call the Member Rewards Redemption Center at (833) 251-6392 to speak to a representative.

Q: Do you accept returns or exchanges?

A: No. Orders can't be returned or exchanged. In the event an incorrect, damaged or defective item is received, please contact the Member Rewards Redemption Center at (833) 251-6392.

Q: What if I have a problem with an item I've had for a while?

A: All merchandise comes with a full manufacturer's warranty and information regarding authorized repair centers. If you have a problem with an item you've had for more than 30 days, please contact the manufacturer at the toll-free number located in the owner's manual. All electronics must be handled through the manufacturer's warranty.

Q: How long will it take to receive my order? 

A:

  • Merchandise: The standard shipping time is two to four weeks.
  • Gift Card: The standard shipping time is two to three weeks.
  • Virtual Gift Card: Emailed within 24-48 hours.
  • Prepaid Mastercard: The standard shipping time is three to four weeks.
  • Cash Back: Applied to your primary Share Savings account within one to three business days.
  • Pay with Rewards: The covered purchase amount will be credited to your Rewards Mastercard balance in one to three business days.
  • Transaction Eraser: The full purchase amount will be credited to the account in one to three business days.
  • Statement Credit: The statement credit will appear on the account in one to three business days.

Q: I ordered multiple items but only one has arrived. What should I do?

A: Merchandise is shipped directly from vendors and may arrive at different times. For questions, please contact the Member Rewards Redemption Center at (833) 251-6392.

Gift Cards

Q: Can I get a replacement for a lost gift card?

A: Gift cards are treated as cash. Once received, they can't be replaced if they're lost or stolen.

Q: When does my gift card expire?

A: Gift cards don't expire.

Virtual Gift Cards

Q: What are Virtual Gift Cards?

A: Virtual gift cards are gift card barcodes that can be used online or in-store at  participating merchants. When you redeem your points for a virtual gift card, an email is sent to you with a redemption link. When you claim the card using the link, you may print the card, add it to a digital wallet or use it on the merchant's website.

Q: How do I know which gift cards are virtual gift cards?

A: Merchants offering virtual gift cards will display this option in the delivery dropdown menu.

Q: I redeemed my points for a virtual gift card, but I haven't received a confirmation email. What should I do?

A: Please add donotreply@schoolsfirstfcu.org to your Safe Senders list. Check your email spam or junk folder.

You may also find the redemption link in the Shop the Catalog site. To access the Shop the Catalog site:

  1. Click the paper icon in the upper right corner of the catalog.
  2. Select Details next to your redemption.
  3. If you still can't find the confirmation email or the redemption link, please contact the Member Rewards Redemption Center at (833) 251-6392 for assistance.

Prepaid Mastercards

Q: What is a Prepaid Mastercard?

A: It's a non-reloadable Mastercard Prepaid Card. It isn't a gift card.

Q: Does my prepaid card have an expiration date?

A: Yes, it has a 12-month expiration from the month of issuance. You can find the expiration date on the card.

Q: How can I check the balance on my prepaid card?

A: To check your balance, call the number or visit the website listed on the back of your prepaid card.

Q: If I need help with my prepaid card, who can I contact?

A: If you need assistance, please call the number or visit the website listed on the back of your prepaid card.

Q: Can I use my prepaid card at the gas station?

A: Yes, but you must go inside the gas station and pre-pay. The Prepaid Card isn't accepted at the pump and the transaction will be declined.

Q: Can I use my prepaid card at restaurants to pay for meals?

A: Yes, as long as you have enough funds on your prepaid card to cover the entire transaction amount, including taxes, tips or fees. Please keep in mind some merchants may require you to have a balance of up to 20% above the purchase amount.

Travel

Q: How do I book an airline ticket or hotel with my points?

A: To redeem your points for travel:

  • Use the Member Rewards redemption site. Click Travel at the top of the page.
  • Contact the Member Rewards Redemption Center at (833) 251-6392. Select the option for Online Travel or call the Travel with Rewards directly at (866) 538-1319.

Q: Will I be charged a fee when I redeem points for travel?

A: There are no fees for redeeming points for travel. There is a fee when you pay with cash and don't redeem points.

Q: Are there any other fees I should be aware of?

A: You're responsible for payment of all baggage charges, departure taxes, seat assignment charges, cancellation or ticket change charges or other charges assessed by airlines, travel companies and/or governmental entities. For more information, please review the Program terms and conditions.

Q: How do I cancel a reservation?

A: There are several ways to cancel your reservation:

  1. Use the Member Rewards redemption site. Click Travel at the top of page, go to My Trips to manage, cancel or change your reservation.
  2. Contact the Member Rewards Redemption Center at (833) 251-6392. Select the option for Online Travel or call Travel with Rewards directly at (866) 538-1319. 

Note: You may be responsible for any cancellation fees incurred. For more information about the travel reservation cancellation policy, please review the Program terms and conditions.

Q: Can I change or get a refund for my airline ticket?

A: All airline tickets issued are non-refundable after the ticket has been issued. Changes are subject to authorization by the airline and subject to any fees charged by the airline and redemption center. For more information, please review the Program terms and conditions.

Q: Can I combine my current Expedia account to my SchoolsFirst FCU Travel Rewards account?

A: No, the two accounts cannot be combined. 

Statement Credits

Q: What is a statement credit?

A: A statement credit acts like a refund where money is credited back to your account.

Q: Where will my statement credit be applied?

A: Statement credits will be applied to the account you chose at the time of redemption.

  • Rewards Mastercard: Your credit will be applied to your Rewards Mastercard account and will reduce your overall balance. Your monthly payment will still be due.
  • Investment Checking debit card: A credit will be applied to your SchoolsFirst FCU Investment Checking account.

Pay with Rewards

Q: What is Pay with Rewards?

A: Pay with Rewards allows you to automatically use Member Rewards points to pay for a new purchase(s) made with your Rewards Mastercard. The total covered amount will be charged to your Rewards Mastercard and then appear as a statement credit on your Rewards Mastercard account.

Q: Can I use my debit card to Pay with Rewards?

A: No. Pay with Rewards can only be used with a Rewards Mastercard.

Q: How do I use my points for Pay with Rewards?

A: To use your points to pay for a new purchase, you must first set it up in your Member Rewards account. You have two options:

  • Use points for the next eligible transaction only (one-time redemption of points).
  • Use your points on all future eligible transactions until you change the setting.

Q: How do I set up the Pay with Rewards option?

A: Click on Statement Credit at the top of the Member Rewards redemption website, choose Pay with Rewards and follow the steps.

The minimum redemption amount for Pay with Rewards is $5. This means any purchases less than $5 won't be eligible for Pay with Rewards. To select a different minimum amount, enter any amount greater than $5 in the My Preferred Minimum Redemption Amount.

Transaction Eraser

Q: What is a Transaction Eraser?

A: Transaction Eraser allows you to use your Member Rewards points to pay for past eligible purchases made with your Rewards Mastercard or Investment Checking debit card.

  • Rewards Mastercard: Your credit will be applied to your Rewards Mastercard account and will reduce your overall balance. Your monthly payment will still be due.
  • Investment Checking debit card: A credit will be applied to your
    SchoolsFirst FCU Investment Checking account.

Q: What is the difference between Pay with Rewards and Transaction Eraser?

A: Pay with Rewards allows you to use your points automatically to pay for new eligible Rewards Mastercard purchases. Transaction Eraser allows you to pay for past eligible Rewards Mastercard and Investment Checking debit card purchases.

Q: Can I use Transaction Eraser for any past purchase?

A: No, the past purchase must be at least $10 and you must have enough points available in your account to cover the entire purchase amount.